Shipping & Returns

SHIPPING 

We ship to most of the world including Europe via DDP (Delivery Duty Paid), subject to customs clearance (some Country exclusions are applicable, please email hello@scentiana.com for more info).

Import duties and taxes may apply to all international orders (excluding EU, US & Mainland China) upon arrival in your country. If these are not covered by our DDP service you are responsible for paying any additional customs clearance charges, as we have no control over these fees and cannot anticipate their amount.

Standard Shipping is via Royal Mail Tracked 48.  Please note; we do not dispatch at weekends.

We have worldwide shipping options; 

UK:

  • Royal Mail Tracked 48 orders over £50 (3-5 days) – FREE
  • Royal Mail Tracked 48 orders under £50 (3-5 days) - £3.99
  • Next Day orders over £50 (1-2 days) - £4.99
  • Next Day orders under £50 (1-2 days) - £7.99

 EU (Customers pays VAT):

  • Express International (2-11) orders over £100 - FREE
  • Standard International (5-17 days) orders under £50 - £20
  • Express International (2-11 days) orders under £50 - £35
  • Shipping into Italy will take 7-14 days via Deutsche Post

 

USA/ Canada

  • Express International (2-11 days) orders over £100 - FREE
  • Standard International (5-17 days) orders under £100 - £20
  • Express International (2-11 days) orders under £100- £35

 

Rest of the World

  • Express International (2-11 days) overs over £100 - FREE
  • Standard International (5-17 days) orders under £100 - £35
  • Express International (2-11 days) orders under £100 - £55

 

    You will have the opportunity to select your preferred delivery method as you proceed through checkout, and will be able to check the total order value (including postage & packaging costs) before you complete the transaction.

    Unfortunately, at this time worldwide shipping is unavailable to the following countries: the Canary Islands, Spain, the Balearic Islands, Greece, Turkey, India, Malaysia, Mexico, Vietnam, Ukraine, Belarus and Russia.

    CUSTOMS, DUTIES & TAXES FOR OVERSEAS ORDERS

    Scentiana ships your package DDP (Delivery Duty Paid). This means that there will be no additional fees to pay when your order arrives at the destination, including most EU countries, Norway, and Switzerland (please note some country exclusions apply). Your tracking number will be provided in the dispatch email. 

    (subject to customs clearance) 

    When ordering from Scentiana, you're responsible for assuring the product can be lawfully imported to the destination.

    The recipient is the importer of record and must comply with all laws and regulations of the destination. Additional charges for customs clearance must be fulfilled by the recipient; Scentiana has no control over these charges, unfortunately nor can Scentiana predict what they may be.

    These customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Please note local customs charges may be required for payment by the customer on orders outside the UK. Scentiana do not take responsibility for local customs charges.

    *Please be aware that when goods are imported into the United States from overseas, they are subject to clearance by the U.S. Customs and Border Protection (CBP). According to CBP regulations, the individual or company purchasing goods from an overseas supplier is considered the ultimate importer. The ultimate importer is required to provide either their Employers Identification Number (EIN) tax identification number assigned by the IRS or their social security number.

    To facilitate the clearance process at U.S. Customs on your behalf, our shipping partner DHL will assist with these requirements. After placing an order with us, you may be contacted by DHL to provide your identification number. It's important to note that this is a legal requirement imposed by the U.S. Government for all overseas importations that meet certain clearance parameters and entry types.

    REFUND POLICY

    If for any reason you’re dissatisfied with your purchase, we will gladly offer a refund on all products returned to us within fourteen days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition. We may request photos of the product prior to sending it back to us. This way we all have a record of what is being returned. If the product has been removed from the packaging, we will determine this as "opened". Please understand, no one wants to buy a beauty product that someone else has already opened. Personal hygiene and our customers protection is paramount to us. So we will only refund on products that are truly as new and untampered with.

    Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

    Returns process;

    1. Please email hello@scentiana.comwith your order number and details of which product/s you would like to return.
    2. Customer Services will send you an RMA form.
    3. Please complete the RMA form, and return with the products to the address below.  Please ensure that you get proof of postage.

    Scentiana Ltd, Returns, Unit 11, Carlton Place, Saffron Waldon, CB11 3AU. United Kingdom

    We will refund your product as quickly as possible by sending the money back to your original payment method. If your card has expired in the meantime you need to email us at hello@scentiana.com to arrange it.

    INTERNATIONAL RETURNS POLICY

    All customers must provide us with the item’s picture they want to return to confirm the sellable condition of the products. Only after that customer service will be able to send to the customer return authorisation number. Please note that any overseas return, may be subject to taxes etc, and we cannot refund these as these are not our charges that we can refund.

    PLEASE NOTE: Importation of cosmetics is prohibited in Spain unless you hold an import license issued by the Spanish Ministry of Health.