FAQs

Scent Warehouse FAQs

Orders & Account

Having trouble placing an order?
Email info@scentwarehouse.co.uk or call +44 (0)161 888 2926 during office hours for technical support.

Do I need an account to order?
No — use guest checkout for a quick and easy purchase.

How do I change my password?
Log in → Account Information → Change Password → follow instructions.

Forgot your password?
Click “Forgot your password?” on My Account to receive a reset link by email.

Orders & Delivery

Can I change my order, delivery option, or address?

  • Orders cannot be amended online. Contact us immediately:
    • Email: info@scentwarehouse.co.uk (subject: “CHANGE ORDER” / “CHANGE ADDRESS”)
    • Phone: +44 (0)161 888 2926
  • If shipped, we can provide a pre-paid return label.

How do I cancel my order?
Contact us as soon as possible (same details as above). If shipped, use a pre-paid return label. Refunds are issued once returned items are received.

Can I have my order delivered to a different address?
Yes, usually. Some orders may require delivery to the billing address; we’ll contact you if this applies.

Do you deliver to PO BOX or BFPO addresses?
No, unfortunately we do not.

Can I collect my order?
No, we operate online only.

What about Express Delivery?
We offer Royal Mail 24HR and EVRi Next Day Delivery:

  • Orders before 12pm Mon–Thu: delivered next business day
  • Orders after 12pm Thu – 12pm Fri: delivered Monday
  • Orders after 12pm Fri – Sun: delivered Tuesday

Exceptions:

  • Channel Islands, Northern Ireland, Isle of Man, Scottish Highlands: up to 2 business days
  • Scottish Islands & Scilly Isles: 2–5 business days

What if I’m not home?
Your order will be left in a safe place or a card will be left with collection/re-delivery instructions.

How can I track my order?
We email your tracking number and courier link when your order ships.

How long will it take to arrive?
Orders typically arrive 2–3 business days after dispatch. Please allow up to 8 business days for UK delivery.

Why is there a minimum for FREE UK delivery?
Low-priced items may have postal costs exceeding their value. Either pay a small postage fee or combine with other items to qualify for FREE delivery.

Why can’t I order certain products to some countries?
Perfumes, aftershaves, aerosols, and nail varnish are restricted for air transport due to safety regulations.

Payment

How do I pay?
Pay securely online in GBP.

Payment Methods:

  • GBP: Visa, Maestro, Visa Electron, MasterCard
  • Other currencies: Visa, Visa Electron, MasterCard, Google Pay, Apple Pay

Is your website secure?
Yes. We use SSL encryption, and payments are processed by secure third-party providers. Credit card details are not stored on our servers.

Promotions & Pricing

How can I get special offers or voucher codes?
Sign up for our newsletter.

Can I add a promotion code after ordering?
No, codes must be entered at checkout.

Can I use multiple promotion codes?
Only one per order, unless stated otherwise.

My promotion code isn’t working – what now?
Check expiry. If valid and still not working, email or call us for assistance.

Do you offer price matching?
No, but we aim to offer the best value on all products.

Why are your products so cheap?
We sell direct to the public—no shops, no middlemen.

Do your prices change?
Yes, to offer the best deals, but your order price matches your email confirmation.

Products

Are your products genuine?
Yes! 100% authentic designer brands, same as department stores.

What’s the difference between EDT and EDP?

  • EDP: Up to 15% concentrate, stronger & longer-lasting
  • EDT: Up to 10% concentrate, lighter & more subtle

Can’t find a product online?
It may be temporarily out of stock. Email info@scentwarehouse.co.uk with product details.

Returns & Faulty Items

Return policy:

  • Return unopened items within 30 days for a full refund.
  • Freepost labels provided.
  • Opened cosmetics/grooming products cannot be refunded unless faulty.

How to return by post:

  • Package securely in original packaging
  • Email for a pre-paid return label
  • Include a note with: Order Number, Name, Email, Address, Reason, Refund or Exchange

Faulty or incorrect items:

  • Contact us within 30 days (same contact details)
  • Keep items and packaging; provide photographic evidence
  • Refund or replacement issued after verification

How long will refunds take?

  • Usually 2–5 business days, can take up to 10 business days

Do you ever run out of popular products?
Occasionally. If out of stock, we’ll contact you within 72 hours to cancel or continue your order.

Do you offer wholesale?
No, we sell direct to customers only.