Last updated: 05/11/2025
We want you to be happy with your Scentleys purchase. If something isn’t right, we’re here to help.
How do I start a return?
To begin a return or exchange, please email us at contact@scentleys.co.uk with:
- Your full name
- Your order number
- The items you would like to return or exchange
- The reason for the return
We will reply with the next steps and the correct returns address.
All returns should be sent to:
Scentleys
198 Chapel Street
Leigh
WN7 2DW
United Kingdom
Please do not send returns to any other address listed online or on previous correspondence.
How long do I have to return my order?
You may return eligible items within 14 days of receiving your order for a refund or exchange.
We understand that customers may wish to test a few sprays before deciding; however:
- Bottles that have been heavily used, damaged, or are not in a resellable condition may not be accepted.
- Items returned outside our 14-day window may not qualify for a refund and may be returned to you.
Condition of returned items
To be eligible for a refund or exchange, items should:
- Be in their original packaging (where possible)
- Be lightly tested only (a few sprays)
- Be free from significant damage, misuse, or excessive usage
If an item is returned in a condition that does not meet our returns criteria, we may refuse the return and send the product back to you.
Bundles, sets and promotional items
- Products purchased as part of a bundle or set must be returned as a complete set to qualify for a refund.
- If you keep part of a bundle and return only some items, we may only be able to offer an exchange, or a partial refund based on the adjusted value of the remaining items.
- Items received as part of a promotion (e.g. “buy 2 get 1 free”, or a gift with purchase) must be returned if the return would make you ineligible for the free item.
- If the free item is not returned, we reserve the right to deduct its full retail value from any refund.
- Free items must be returned unused.
Refund amounts & original shipping
Where a refund is approved:
- We will refund the product price for each eligible item.
- We may deduct a standard outbound shipping cost (for example £3.50) to cover the original postage where free or discounted shipping was applied. This will be clearly explained in our communication with you.
Return postage costs are not covered by Scentleys. You are responsible for the cost of sending items back to us.
We strongly recommend using a tracked and insured postal service. Scentleys cannot accept responsibility for returned items that are lost or damaged in transit by your chosen courier.
Exchanges
If you would like to exchange a fragrance for a different one:
- We can usually offer one exchange per order.
- You will be asked to cover a re-shipping fee (currently £5) to cover the cost of sending the replacement item and packaging.
- The original item must be returned and received in an acceptable condition before we dispatch the replacement.
How long will my refund or exchange take?
- Once your return arrives with us, please allow up to 7 working days for it to be checked and processed.
- Approved refunds will be issued back to your original payment method. Processing times may vary depending on your bank or payment provider, but typically take 3–5 working days after we have processed the refund.
If you haven’t heard from us within 7 working days of your tracking showing as delivered to us, please email contact@scentleys.co.uk with your order number and return tracking number.
Items lost during return transit
We cannot be held responsible for items lost or damaged while being returned to us. Any claim for loss or damage should be made directly with your chosen courier.