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Frequently Asked Questions



We have put together some of the most frequently asked questions, if you have any questions that are not answered here please e-mail australia@scentwarehouse.co.uk and we will be happy to help.

We aim to answer all queries within 24 hours, between Monday to Friday from 8.30am to 5pm GMT excluding public holidays.

Important Note: Some e-mails accounts will ‘Junk’ any e-mails that are sent from addresses that are not recognised, so make sure you add australia@scentwarehouse.co.uk to your address list so that we can get in touch.

1. How many items can I order?

We allow 10 items to be ordered per customer every 10 days. In special cases we will allow customers to purchase more than 10 items but this is purely at our discretion. Should you encounter any problems whilst ordering, please contact Customer Services and we will be happy to help.

2. Do you have the item in a different size?

We endeavour to list all our available products on eBay, however if there is an alternative you require please contact Customer Services and we will be happy to help.

3. Can I make a bid for an item and do you offer discounts?

Unfortunately all our products are “Buy it now” and we do not offer a discount of any kind even for bulk buys.

4. Can I change my order?

Unfortunately once you have placed your order we are unable to amend it. Please contact our Customer Service team and we will do our best to cancel your order.

5. Can I change my delivery address?

Unfortunately once you have placed your order we are unable to amend the delivery address. You can only change your delivery address at the time of placing your order and this must be completed using the ‘change address’ option on eBay and PayPal.

6. How do I pay?

We only accept payment via PayPal which is the quickest, easiest and most secure way to pay. If you are unsure how to use PayPal or are having problems with your account please contact PayPal on 1-800-943-220 or +353-1-436-9007.

7. How much is delivery?

Australia Standard Delivery = 10 aud per item

8. How long will it take to receive my order?

All orders will be dispatched within 3 working days of receipt of payment excluding weekends and bank holidays. Delivery is estimated between 7-10 working days, however as the delivery time can vary; please allow at least 15 working days to receive your order. Please note the estimated delivery dates are based on an average delivery time.

9. Where do you deliver?

We deliver to Australia and New Zealand.

10. How will my order be delivered?

Deliveries are made by Aus Post.

11. Can I track my order?

We send all orders via tracked delivery; please contact our Customer Service team for details.

12. What if I’m not at home when you deliver?

If you are not available to accept delivery the postal service will leave a card to advise that delivery has been attempted. To re-arrange delivery please follow the instructions on the card. Your order will be held at the local sorting office for 18 days. If the item is not collected or delivery is not rearranged, your order will be returned to us and a full refund will be issued. Please note we do not re send any orders that are returned to sender by the post office, a refund will be issued on receipt of the return.

13. Do you sell gift sets?

We have an extensive range of fragrance, body care, skin care and cosmetic gift sets available. Please see our eBay shop for the full range.

14. Are your products genuine?

All our products are 100% genuine, have never been used and are still in the original packaging.

15. Are you products sealed in cellophane?

Unfortunately certain brands come without cellophane as the manufacturer believes the packaging is better without.

16. Do your prices include VAT?

No

17. I have received an incorrect, damaged or faulty product, what should I do?

Should you receive an incorrect, damaged or faulty item(s) please contact our Customer Services department for our returns address. The postage cost will be paid by the buyer and will be refunded on receipt. Please obtain a receipt from the post office when returning the item as the parcel may get lost in transit, this will then be used as proof of postage. Please note: Photographic evidence may be required to support a claim.

18. Why are the products so much cheaper?

We sell direct to the consumer and there is no shop or middleman so we can therefore pass the saving onto the customer.

19. What do I do if I haven’t received my order?

If you have not received your parcel after 15 working days from dispatched, please contact our Customer Service department for a lost parcel claims form. Once the form is completed and return to us we will investigate the claim and we will either process a refund or send a replacement.


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