Frequently Asked Questions
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 update the frequency of candles received, you can do so in My Account.
How do I gift a subscription to Scent?
We offer prepaid gift subscriptions. All subscriptions span over a year. You have the option to gift a candle on a monthly, bi-monthly or quarterly basis. Click here to buy.
How can I leave a gift note for my recipient?
You are able to leave a gift note for your recipient on the gifting product page. Please also be sure to enter their first and last name, as well as their email. They will receive an email outlining the gift and your gift note will be included there.
What if the gift subscription expires but I still want to subscribe?
We are so happy you enjoyed our service and want to continue your subscription. Please retake the quiz - just in case your preferences have changed and pick your subscription frequency. Reach out to firstname.lastname@example.org with any questions.
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, Dinner Club, Shop Pay, Apple Pay, Google Pay & Facebook Pay
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 details. Once logged in, click on the ‘Edit your password and account details’ link.
Cancellations & Returns
Can you cancel the membership?
We understand that needs change, so if you would like to cancel your subscription, please contact us at email@example.com. You must email us before the last day of the calendar month to cancel the next month’s shipment. Alternatively, if you wish to decrease the frequency of orders, you can do so in My Account. For further information about our cancelation policy, please refer to our Terms and Conditions.
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 firstname.lastname@example.org and we will organize a replacement, including all shipping and handling.
Do you ship everywhere in the U.S.?
Scent currently is available in the continental United States. 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 will not need to sign for any shipments.
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 email@example.com and we will aim to return your email within 24 hours.
How else can I contact Scent?
For general enquiries you can reach us at firstname.lastname@example.org. For any press or media requests, please contact email@example.com.