Shipping & Returns

Shipping

How long does it take for an order to ship?

After an order is placed and payment confirmed, on average it takes up to 3 working days to ship an order, with possible delays during busier times such as Holidays or during sales. Shipping costs are available in the cart & checkout area.

Where is my tracking code?

After your order has been completed, you will receive a confirmation email which will contain the tracking code.

Can I choose a certain day for my delivery?

If you’d like to receive your order on a certain day, please leave a note when placing the order and we will get in touch in regards to your request.

Are there any additional taxes?

We ship out of Cluj Napoca, Romania, so if you are shopping locally or from within the European Union, there will be no additional taxes to be paid. European Union, there will be no additional taxes.

Lost or Damaged Shipments Policy

At checkout, we offer the option to purchase a shipping insurance for added peace of mind. While we take every precaution to ensure safe and timely delivery, shipping insurance provides an extra layer of protection in case of loss or damage during transit..

What Happens if a Shipment is Lost or Damaged?

If your order is lost or arrives damaged before it reaches you, we will either resend the missing/damaged items or issue store credit, depending on stock availability.
Purchasing shipping insurance ensures a faster resolution, by covering the cost of replacement or refund in case of issues.

Why Choose Shipping Insurance?

Faster replacements or refunds in case of lost or damaged parcels.
Priority handling for claims related to shipping issues.
Additional coverage for unexpected transit issues beyond standard carrier policies.

Customer Responsibility

It is the customer’s responsibility to provide accurate shipping details when placing an order. If the shipping address is incorrect and the parcel returns to us, the client is responsible to repay the shipping fee if they wish for their order to be resent.
If an order is marked as "delivered" but is missing, we will assist in contacting the shipping provider; however, resolution may depend on the carrier’s policies.

Returns and Refunds

Return & Refund Policy

At The Scent Nest, we want you to love your purchase! If you're not completely satisfied, you may be eligible for a return or exchange under the following conditions.

Eligibility for Returns

We accept returns on unused and unopened products within 14 days of receiving your orderTo be eligible for a return, items must be:

Unopened and in their original packaging.
Unused, undamaged, and with the hygiene seal intact.

Exceptions

Due to hygiene and safety reasons, we cannot accept returns for:

Opened or used fragrance products, or if the hygiene seal shows signs of tampering.
Gift cards or personalized/customized items.
Clearance or final sale items (unless faulty).

How to initiate a return?

To start a return, please contact us at hello@thescentnest.com with your order details. If your return is accepted, we will provide instructions on how to proceed with the return.

Customers are responsible for return shipping costs unless the item is faulty or incorrect, or eligible for free returns.

Refunds & Processing Time

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7-10 business days to your original payment method.

Shipping fees are non-refundable, except in cases of incorrect or faulty items.

If you received a damaged or incorrect product, please contact us within 48 hours of delivery with photos of the issue, and we will arrange a replacement or refund.

Exchanges

If you wish to exchange an item, please follow the return process and place a new order for the replacement product.

Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos, and we will resolve the issue promptly.