Scent From FAQ
|When will my box be despatched?
Our boxes are despatched between the 1st and the 10th of each month.
|When will I be charged for my order?
We take payment for all subscriptions on the 1st working day (or closest to) of each month, this payment relates to your next despatched box.
What is the cancellation period?
You have 14 days to cancel your subscription. During this cancellation period, you will need to contact our Customer Service team who will be happy to help you. For your 2nd and subsequent boxes, cancellations are open from day of despatch to the 20th of each month. After the 20th, you will not be able to cancel your next box as it will be in the process of shipping.
How can I cancel my subscription?
Please log into the ‘My Account’ page to contact our Customer Service team who will be happy to assist you with your cancellation.
Cancelling a 3, 6 or 12 month subscription
Cancelling a 3, 6 or 12 month subscription will only result in completion at the end of the chosen subscription plan, all boxes will continue to dispatch up until this point and then the subscription will not renew.
Please see our Terms & Conditions for further information.
I have cancelled my subscription within 14 days but my Scent From has been dispatched.
If a cancellation is made within the 14 day period but a Scent From has been dispatched then please contact our Customer Service team to arrange a return for a refund.
My order has arrived damaged, what do I do?
If you have received your Scent From damaged, please contact Customer Service through your online account to provide a photo of the order and a brief explanation as to the detail of the damage. Our Customer Service team will then be able to assist you and provide a suitable resolution.
I’ve returned my Scent From and have not received my refund/replacement.
Your refund or replacement will be issued as soon as we have had confirmation from our warehouse that your return has been received. We will then send an email to update you as to the action that has been taken and any expected timeframes.
If a payment problem occurs, what options do I have?
If you receive an email detailing a payment problem against your subscription, please log into the ‘My Account’ area and check or update your payment information that you have provided us. Should you need any assistance with this, please contact our Customer Service team who will be able to resolve any issues.
If you have used a special offer or discount code on your subscription, please be aware that this discount will only apply against your first box. For any subsequent boxes, your subscription will revert back to full price.