FAQ

Shipping

Do you ship worldwide?

Yes. SCENTFY ships worldwide, with a primary focus on Europe and North America. If your country is available at checkout, we can ship to your address.

Where do orders ship from?

Orders ship from five (5) fulfillment locations in the United States, the United Kingdom, Germany, Spain, and China. Depending on availability and destination, your order may ship from one or more locations.

Will I receive multiple packages?

Sometimes, yes. If items are fulfilled from different locations, you may receive multiple packages and multiple tracking numbers.

How long does delivery take?

Delivery times are estimates and start once the order is shipped. Many customers receive their orders earlier than the estimates:

• Europe: 7 to 15 business days
• North America (USA & Canada): 7 to 15 business days
• Other regions: 10 to 25 business days

Do you provide tracking?

Yes. Once shipped, we email tracking details when available. Tracking may take 24–72 hours to update after dispatch.

Customs & taxes

Will I pay import duties or taxes?

International orders may be subject to customs duties or import taxes charged by your country. These fees (if any) are the customer’s responsibility.

Returns & refunds

Can I return a fragrance?

Due to hygiene and safety reasons, opened or used fragrance products are generally not returnable. Please see our Return & Refund Policy for full eligibility rules (including EU withdrawal rights and exceptions).

What if my order arrives damaged or incorrect?

Contact us as soon as possible with your order number and photos of the package and items. We’ll review and help resolve the issue.

Payments & disputes

What payment methods do you accept?

We process payments securely via Shopify-supported payment providers, including Shopify Payments, Stripe, and PayPal (availability may vary by country).

What should I do if I have a problem?

Please contact our support team first. We can often resolve issues faster than formal payment disputes.