WELCOME TO OUR HELP CENTER
CONTACT US
Our team is based in Rottedam, The Netherlands. We are available Monday to Friday from 9:30 AM to 5 PM CET (excluding holidays). To reach our team, please visit our contact page to submit your inquiry or give us a call.
Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.
PRODUCTS & ADVICE
Scentement does not test on animals and all our products are 100% Cruelty Free.
Scentement offers a wide range of plant-based formulas. While most of our products are suitable for a Vegan lifestyle, there are some exceptions to the rule. Please read the ingredients, listed on our website as well as on the packaging of the product itself.
Of course! Generally, all of our products are suitable for all hair and skin types. However, under each product you can find the hair and skin types that would benefit the most from that formula. If you would like advice on a regimen, please reach out to us and our team will be happy to assist you further!
Unfortunately, at this moment we do not offer product samples. We are working hard to offer samples in the future.
You can purchase your products online through our Instagram as well as from our website. We are working to bring Scentement to your favorite physical shops very soon.
The shelf life of our products is 3 years when unopened and stored at room temperature. Once you have opened the product, please refer to the period-after-opening (PAO) symbol to identify the lifetime of the product. Generally our products have a PAO of up to 3 years with some exceptions.
We recommend storing our products in a cool dry place away from direct sunlight. The best way to store our formulas is to refrigerate them, which ensures a constant temperature, however storing them on your shelf is also an option to store without harming the formula.
We hate waiting too! We recommend signing up for our email notifications for products that are out of stock. If you click the “Email Me When in Stock” button underneath the product you’re interested in, we will let you know as soon as it’s back in stock!
While each ingredient has been tested and is considered safe for topical application, Scentement products have not been tested on pregnant or breastfeeding people. When pregnant or breastfeeding, it is best to avoid any products containing retinoids.
Patch tests are a quick and easy way to tell if you will have a negative initial reaction to a new product. It is best to do a patch test before incorporating a new product into your routine. To do a patch test, apply the product on a small area once per day, for 2-3 days. Leave it on for a bit, and rinse it afterwards. If you notice severe redness, itching or irritation during the test, do not use the product.
ORDERS & INQUIRIES
We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.
Cancellations must be requested within 1 hour of the order being placed and within our service hours (Monday-Friday, 9:30 AM-5 PM CET). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and public/bank holidays.
Unfortunately, once an order has been placed, we cannot make any changes or substitutions.
We are unable to update or change shipping addresses once an order has been placed. If there is an error in your shipping address, we would advise requesting a cancellation and placing a new order with the correct shipping address, or get in touch with our team.
As many as you would like! If you would like to purchase bulk quantities, we recommend getting in touch with our team to ensure the best experience for our power shoppers.
Order confirmations are sent out immediately, however sometimes our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam. If you have not received confirmation from us, please reach out to our team and we will be happy to assist further. If you do not know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!
Once your order has been dispatched, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.
If you have a Scentement account, you can view your order status using your order number and your email address here once your order has been shipped.
We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.
Once an order has left our facility, it can take a few business days for some shipping couriers to update tracking information on their website.
If your tracking number does not work, or has not updated within 5 business days, please reach out to us and our team will work to solve that for you!
We are so sorry about this. We try our best to make sure orders are packaged correctly but sometimes people make mistakes. Please reach out to us, providing your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.
Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.
Unfortunately, we are unable to modify the route of a parcel once it has been shipped and we are unable to assist further if it is delivered as addressed.
However, if you notice that your parcel is being returned back to Scentement, simply reach out to us and let us know! We can reship your order a second time, to the same address originally input at checkout, at no additional cost. However, if you wish to change the destination, kindly note, your order will be refunded and you must place the order again with the updated shipping address.
If your parcel is returned and we have not heard from you, our team will begin the refund process once the parcel has been received and inspected in our warehouse.
If you see that your parcel is being returned back to Scentement, simply reach out to us and let us know. We can reship your order a second time at no additional cost. If your parcel is returned and we have not heard from you, our team will begin the refund process once the parcel has been received and inspected in our warehouse.
Please check the tracking information first, and also check your surrounding area and with your neighbors if the parcel has been delivered there instead. If you are unable to locate your parcel, please contact us so we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.
Please note that any domestic orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.
Until a missing package has been returned to us, or officially declared lost, we are unable to reship or refund the order.
We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbour/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.
BILLING & PAYMENT
We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card. We accept iDeal for orders within the Netherlands.
Your card will be charged during checkout once your order has been placed.
We currently offer prices only in Euros.
We only charge the amount calculated during checkout and displayed on your invoice. However, some cards charge fees associated with card usage. Please refer to the terms and conditions of the card you are using for further details. If you believe you have been overcharged, please contact us and we will be happy to assist you.
RETURNS & REFUNDS
If you are not satisfied with your purchase made through our website, we are happy to let you know that you can return any unwanted products that are unopened and in their original condition within 14 days of receiving them. Please note that items purchased as a set must be returned in full in order to be eligible for a refund. We do not offer partial refunds. Shipping fees and products purchased on sale or discount, are non-refundable.
You can view the full Return Policy and return instructions here.
The items must be in the original packaging, in order to be eligible for a refund.
Unfortunately, we only offer returns for unopened products at this time.
Unfortunately, currently all shipping fees are non-refundable.
When you return a product, we recommend purchasing tracking for your parcel, as we are only able to refund items received at our warehouse. If you do purchase tracking, please provide us with your tracking number when notifying us of your return.
Unfortunately, we are only able to offer returns for products that were purchased directly from our website. In this case, you need to follow the return and refund procedure of the retailer where the product was originally purchased.
As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. When we have issued your refund, we will send you an updated copy of your invoice that will reflect the refunded items.
Refunds are issued in the same currency as the order was paid. However, please note if you say using a card with a different currency, the amount you get back reflects the exchange rate of your bank on the day they transfer the refund into your account. Exchange rates change every day so the amount you get back may differ from what was paid.
We will try our best to find your receipt on our system. Please contact us to see what can be done. Unfortunately, if we are unable to locate your receipt we will not be able to issue a refund.
Your refund will still be issued to the card used on your order so long as the account is still open. When a card is lost, stolen, or canceled we can still refund that card. We cannot refund your order onto a different card. If we issue the refund and the payment is declined, we will then issue your refund via PayPal, but the transaction must be declined first.
Please fill out the form in this link.