Frequently Asked Questions
If there are any further questions or queries that you have, please contact us and we'll be in touch within 24 hours
WHAT IS SCENT?
What is Scent?
Scent is a home fragrance subscription service, delivering high-end and design-led scented candles from contemporary brands across the world, on a monthly, every-other-month or quarterly basis.
How does Scent work?
Once you sign up for a subscription to Scent, you will be asked to complete a Scent Profile, which lets us know about your home fragrance preferences. You’ll be asked to identify which notes you like, the atmosphere you’d like to create at home and which rooms you intend to burn the candles in. This helps Scent to select the right candles that are perfectly suited to you and your needs. You will then receive a candle based on your chosen subscription frequency – every one, two or three months.
How much does Scent cost?
Scent is 65 USD per candle, including all taxes and shipping. The cost per candle is the same for all subscription packages and frequencies.
How do you choose the brands?
We are constantly searching for the most exciting, contemporary brands producing high-end and design-led candles. Often these brands are emerging, under-the-radar or hard to find, and they come from all corners of the globe, including America, Europe, Australia, and beyond. Presenting these discoveries to subscribers is what we enjoy most.
How do I know that Scent is right for me?
For home fragrance enthusiasts, we offer a regular surprise in the mail. The service is designed for those with a high taste level and appreciation for quality and design. We know how hard it is to buy candles online as fragrance is subjective, and we also know how time-consuming it is to find new brands, so we aim to make discovering new candles a personalized and enjoyable process.
HOW IT WORKS
How often will I receive a candle?
Scent offers three subscription packages to suit your home fragrance needs. You can choose to receive a candle every month, every two months, or every three months.
When will I receive my first candle?
Candles are sent out on the 4th of each month, or the following weekday if the 4th falls on a weekend or public holiday. If you are due to receive a candle, please allow up to nine days for delivery.
Can I change my subscription?
If you would like to receive candles more often or less frequently, you can upgrade or downgrade your subscription by
Can I buy Scent as a gift?
Scent is a perfect gift for the home fragrance devotee. If you’d like to send a subscription as a gift, please choose the Gift option when selecting the subscription package. Please note that all gift subscriptions are for 12 months and must be prepaid in full as we do not currently offer auto-payments and rolling subscriptions for gifts. We also do not offer the account login feature for gift recipients at this time.
Once you have completed the check-out process, you will receive a link to share with your friend, which allows them to complete their Scent Profile and personalize the candle selection that they receive.
Are there any hidden fees?
All of the Scent subscription packages include shipping and taxes, so there are no hidden fees.
What payment options do I have?
You can pay using Visa, MasterCard, American Express, Discover, JCP, or Diners Club.
When will I be charged for my next candle?
As Scent is a subscription service, you will sign up for auto-payments when you purchase a subscription package. All subscription packages are charged an initial 65 USD on sign-up, which is for your first candle. After this first candle, your card will then be charged on the 1st of each month that you are due to receive another candle.
How do I reset my password?
If you have forgotten your password to your account, you can reset it through this link.
How do I update my billing and shipping address?
You can change your billing and shipping addresses in the My Account section of the site.
Can I change my method of payment?
Login to the My Account section and click the edit your password and account details link.
Can I change my email address?
If you need to change the email address connected with your subscription, you can log in to the My Account section to update your contact detailsOnce logged in, click on the ‘Edit your password and account details’ link.
CANCELATION & RETURNS
Can you cancel the membership?
We understand that needs change, so if you would like to cancel your subscription, please contact us at firstname.lastname@example.org. You must email us before the last day of the calendar month to cancel the next month’s shipment.
Alternatively if you would like to decrease the frequency of your candles, For further information about our cancelation policy, please read our Terms and Conditions, which can be found here.
Do you offer returns?
Scent is a membership service that provides a combination of goods and services, so we are unable to provide refunds or returns as the products are part of the service. We will only accept returns if a product is damaged when delivered. If you believe the product you received is damaged, please notify us within 10 days of delivery at email@example.com and we will organize a replacement, including all shipping and handling.
Do you ship everywhere in the U.S.?
Scent is currently available to the lower 48 states of the U.S. We hope to expand in the near future.
Do you ship internationally?
Unfortunately Scent is only available in the U.S. at this time. However, we have plans to launch in new countries. Sign up to the Scent newsletter to find out when Scent is launching in your area.
When should I expect to receive my candle?
The candles are sent out from New York on the 4th of each month, or the following weekday if the 4th falls on a weekend or public holiday. It is estimated that you will receive your candle 1-9 days after this date, depending on your distance from the East Coast and whether these dates fall over a public holiday or weekend.
Do I need to sign for delivery of my candle?
You won’t need to sign for any shipments. However, as the candle packages won’t fit through a letterbox, we’d recommend using a workplace address if you are not at home to accept the package during the week.
Can I track delivery of my next candle?
Yes – once your candle has shipped you will receive an email confirmation that will include a tracking number.
How do I contact Scent if I have a question about my subscription?
If you would like to speak to us about your subscription, please contact firstname.lastname@example.org and we will aim to return your email within 24 hours.
How else can I contact Scent?