FAQ
- How do I place an order online?
We invite you to browse through the catalog of our site, select a category from the menu or choose a selection highlighted on the homepage. Once you have selected an item, choose the desired bottle size if applicable, then add the product to your cart by clicking "Add to cart." You can continue your purchases by clicking "Continue shopping" or access your cart and proceed to payment by clicking "Checkout. You can then proceed to payment by clicking "Proceed to checkout." We recommend creating on account on our site to obtain access to exclusive advantages.
2. Can I order over the phone?
Unfortunately, we cannot process any orders by email or by phone. We invite you to visit our official website (scent.com.ng) to placer your order
3. How can I obtain a receipt for my online purchase?
For all orders placed online , your invoice will be emailed to you when your order is shipped.
If you placed your order using your customer account, your invoice will be available in your account under “My orders.”
4. I haven't received confirmation of my order, what should I do?
Once your order has been confirmed, an order confirmation email will be sent to the email address you provided. If you have not received this email, check your junk folder. You can contact Customer Care at hello@scent.com.ng if necessary.
5. How can I report an incomplete / damaged / incorrect order?
We sincerely apologize for this inconvenience. We invite you to contact our Customer Care by email at hello@scent.com.ng
6. I haven't received my order, how do I check my order status?
We sincerely apologize for this delay Please kindly email us at hello@scent.com.ng
1. What are the available payment options online?
We accept all major debit and credit cards such as Visa, MasterCard, Verve and so on. During the checkout process, the supported payment methods are displayed on screen.
2. Is an online purchase on scent.com.ng secure?
We attach great importance to the security of our customers' banking data. All payments on our site are secure.
3. When will my bank account be charged for my purchase?
An order is shipped once the payment method has been verified and authorization to debit the credit card received.
4. Why was my payment refused?
In case of payment refusal, your order will be automatically cancelled. We invite you to verify the payment information provided. You can also contact your banking institution to find out why your card is not working.
5. Can I combine more than one payment method for one order?
We only accept one payment method per order. If you wish to use several payment methods, we invite you to place several orders.
1. What shipping options are available?
The available shipping options will be displayed when you finalize your order.
2. How long will my order take to arrive?
Orders made on our site are dispatched by our transportation partners who are committed to delivering packages within the following average time periods: 24hrs - 48hrs within Lagos and 3 to 5 working days outside Lagos.
3. How can I change the delivery to an address other than my home?
When ordering online, you can enter a different address for delivery and billing.
1. Damaged or Faulty Items
If your item arrives damaged or defective:
- Notify us within 7 calendar days via email or phone.
- Share photos of the item to fast-track the process.
- A replacement or full refund will be provided after verification.
2. What is your return policy?
You have 7 calendar days from the date of delivery to exercise your right of withdrawal and request a refund for the product(s) ordered that were not satisfactory for you. Any product that is opened, damaged, used, bears marks, has been modified or is not returned in its original packaging is not subject to the right of withdrawal.
3. How to Return Your Item
Kindly Contact Us via the contact us page or sent us an email at hello@scent.com.ng. Please include the following details
- Email:
- Phone:
- Order number, item details, and reason for return.
4. How long will it take to receive my refund?
Reimbursement is made using the same payment method as the order, within a period of 12 - 14 business days after exercising the right of withdrawal and our quality control team has completed its inspection.
5. How much will my refund be?
scent.com.ng will reimburse the full cost of product after our quality control team has concluded its inspection excluding delivery costs.
6. How do I obtain a withdrawal ?
You have 7 calendar days from the date of delivery to exercise your right of withdrawal and request a refund. To exercise this right, you must declare to scent.com.ng using our email or call customer care
7. Can I receive my refund on a different card than the one I used to make the purchase?
For security reasons, we will refund the payment to the same payment method used to make the purchase.
8. Can I receive a refund for a gift?
For security reasons, we will refund the payment to the same payment method used to make the purchase. You can contact our Customer Care to exchange your gift if the 7 days withdrawal period is still in effect.
9. what if my product gets damaged upon return?
We are not liable for lost or mishandled returns sent via third-party couriers
1. Why should I create an account on scent.com.ng
We invite you to create an account that allows you to:
- track your online purchases and view your order history, digital invoices, and vouchers
- manage your personal information
- manage your subscription to our newsletter to follow our updates
- access a set of personalized services
2. Do I need an account to purchase online?
In order to place an order online, you can either use an existing account if you have already created one on our site, or you can pay for your purchases as a guest. You can create an account at a later time.
3. How do I create an account?
To create a customer account, go to the "My Account" area located in the menu at the top of our site. Click on "Create an account," fill in the required information, then validate. A confirmation email will be sent to the email address provided when creating the account. You can also add products to your cart and before checking out, click "Create your account," fill in the required information, and validate. A confirmation email will be sent to the email address provided when creating the account.
4. How can I reset a forgotten password?
To recover your password, click "My account" then "Forgotten password?" You can then enter your email address to receive an email allowing you to reinitiate your password.
5. I can't access my account, what should I do?
We invite you to check the entered email and password. If you have forgotten your password, click "My account" then "Forgotten password?" You can then enter your email address to receive an email allowing you to reinitiate your password.
6. How can I access my order history?
To access your order history, connect to your account on the scent.com.ng and consult the "My orders" page.
7. How is my personal data secured?
Please rest assured that scent.com.ng attaches great importance to the protection of your privacy and the data collected is necessary for the management of orders.
1. How can I contact Customer Care?
A customer adviser is available by phone at (number) on Monday to Saturday from 10am to 6pm or by email.
2. To which address can I send a letter?
We invite you to contact our Customer Care by email.
1. Why should I subscribe to the newsletter?
By subscribing to the scent.com.ng newsletter, you will be among the first to be informed of new products, events, and news from scent.com.ng.
2. How do I subscribe to the newsletter?
In order to subscribe to the newsletter, we invite you to provide your email in the subscription field in the "Newsletter" section, located at the bottom of the page of our site or create a scent.com.ng account.
3. How do I unsubscribe from the newsletter?
You can unsubscribe from our newsletter by clicking the link at the bottom of the scent.com.ng newsletter: "To no longer receive emails from scent.com.ng , click unsubscribe."