FAQ PAGE
Last updated: 28 September 2026
Do you ship worldwide?
Currently, we deliver to the United Kingdom, United States and Canada.
How long does delivery take?
Order Processing:
Orders are normally processed within 1–2 business days.
Estimated Delivery Times:
- United Kingdom: 3–7 business days
- United States: 3–7 business days
- Canada: 4–12 business days
Delivery times are estimates and may occasionally be affected by carrier, customs, public holidays or other circumstances outside our control.
Do you offer express shipping?
Our currently available delivery options are shown at checkout. Please refer to our Shipping & Delivery Policy for the latest information.
Which payment methods do you accept?
Available payment methods are displayed securely at checkout. Options may vary depending on your location and the payment methods currently available through our store.
Can I return a product?
Eligible returns may be requested within 14 days of receiving your order. Please contact us before returning an item.
Certain opened or unsealed products may not be eligible for return where applicable for health or hygiene reasons. Please see our Refund Policy for full details.
What if my order arrives damaged or incorrect?
Please contact us promptly with your order details. We may request photographs of the item and packaging so that we can review the issue and provide appropriate assistance.
How do I track my order?
When tracking is available, tracking information will be provided after your order has been dispatched.
My tracking hasn't updated – what should I do?
Tracking information can sometimes take time to update after dispatch. If there has been no update for an extended period, please contact us and we will assist.
Will I have to pay customs or import charges?
International orders may be subject to customs duties, taxes or import charges depending on the destination. Where applicable, these charges are the customer's responsibility unless otherwise stated at checkout.
What happens if I enter the wrong address?
Please contact us as soon as possible if you notice an incorrect delivery address. Once an order has been processed or dispatched, we may not be able to change the address.
What if my order is delayed or lost?
If your order has not arrived within the expected delivery period, please contact us. We will review the tracking information and, where appropriate, investigate with the delivery or fulfilment provider.
How can I contact support?
Email: admin@thescentlounge24com.com
Support hours: Monday–Friday, 9AM–6PM
We aim to respond within 24–48 business hours.