We aim to answer all queries within 24 hours, between Monday to Friday from 8.30am to 5pm 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 ebaysales@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?

Regrettably, all our products are “Buy it Now” or “Best Offer”. We will not, under any circumstances, accept offers that are e-mailed to us.

4. Can I change my order?

Unfortunately, once you have submitted your order we are unable to amend it. Please contact Customer Services and we will do our best to cancel your order.

5. Can I change my delivery address?

Unfortunately, once you have submitted 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 Customer Support Line on 0870 730 7191.

7. How much is delivery?

UK Standard Delivery - £1.90 per item
UK Express Service - £5.95 per item

8. How long will it take to receive the item(s)?

On receipt of payment we aim to dispatch all orders within 2 working days, except on weekends and bank holidays.

For UK orders from dispatch, please allow at least 8 working days for delivery and International orders from dispatch, please allow at least 14 working days for delivery. The estimated delivery dates are based on the average delivery time by Royal Mail, however we cannot guarantee the speed of the Royal Mail Service.

9. Where do you deliver?

We deliver to the address stated on your PayPal invoice and eBay account only, this could be your home, workplace or alternative 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. Once you have submitted your order we are unable to amend the address. We deliver to the UK only.

10. How will my order be delivered?

Deliveries are made by Royal Mail.

11. Can I track my order?

Unfortunately we don’t send orders via a tracked postal service.

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 working days. If the item is not collected or delivery is not rearranged, your order will be returned to us and we will make a full refund, minus the postal charges.

13. Do you offer discounts or lower prices?

Unfortunately we do not offer discounts of any kind. All our prices are the very lowest we can offer. We will not accept any lower offers, even for bulk buys.

14. 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.

15. Are your products genuine / real?

All of our products are 100% genuine, have never been used and are still in the original packaging. All the products are supplied as pictured and you can rest assure that the product is the same as you would find on the high street but much cheaper.

16. Are you products sealed in cellophane?

Unfortunately certain brands come without cellophane as the manufacturer believes the packaging is better without for example Hugo Boss, CK1 etc.

17. Do your prices include VAT?

All products listed include VAT.

18. Can I collect my order?

Unfortunately we are unable to allow customers to visit the site due to health and safety reasons.

19. My country is not listed in the shipping options, what do I do?

Unfortunately we can only ship to the UK. We currently do not have the facilities to ship to other international countries.

20. The product I ordered has arrived incorrect, damaged or faulty. What should I do?

Please contact our Customer Services if you receive an incorrect, damaged or faulty item(s) upon receipt and we will issue a freepost return label. For international delivery, postage costs will be paid by the buyer and will be refunded on receipt, if the item is incorrect, faulty or damaged. Photographic evidence may be required to support a claim involving incorrect, faulty or damaged items.

21. 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.

22. 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 Customer Service 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 out.