Where do we ship from?

Scents Angel is located in Houston, TX, USA.

Shipping Rates:

United States:
- FREE shipping (Economy 5-8 business days)

International Shipping:

A minimum order of $50 is required for international orders. 

-DHL Express: At Check Out
-UPS Worldwide Express®: At Check Out
-UPS Worldwide Saver®: At Check Out

- Customs, duties, or taxes, if any, are totally responsibility of the buyer.
- Loss, Seizure, label switch and destruction by USPS, other mail carriers and customs are not the responsibility of Scents Angel Please note your country's policies on perfume shipments.
- Shipping Protection (offered at check out) is mandatory for all international shipments.

For faster and more reliable delivery and to avoid long transit time which sometime took 3 months by regular mail services, Scents Angel only offers the following quick and much more reliable services below. All rates are calculated at check out.

Scents Angel is able to ship full retail bottles to outside mainland United States. 

Sample Orders:

All sales of samples (5ml to 10ml) are final and we are unable to accept sample returns or exchanges.

We guarantee all of our perfume samples are 100% authentic fragrance decanted from the original bottle, however, we cannot guarantee you will like the perfume smells. That is the main reason we offer samples so you know which one you like.

Therefore to ensure zero product tampering and to guarantee each product shipped is authentic, we do not accept returns or exchanges for perfume samples (5ml to 10ml). 

Full Bottle (retail) Orders:

Most products can be returned for a refund up to 30 days after the item has been shipped. One return a month is eligible for Free Return. If you return more than one order a month, shipping costs must be paid by the customer.

In order to receive a refund, the item must be unused, unopened and in its original and undamaged packaging (including unopened cellophane wrap where applicable). Please email orders@scentsangel.com to get return authorization and approval. We highly recommend that you return the item carefully so it is not damaged upon its return. If an item is used or the packaging is damaged we will charge a 20% restocking fee.

 

Shipping Insurance:

Insurance Policy: 

• Orders over $200 signature is required.
• Insurance is only available up $1000
• These policies apply to packages shipped with USPS, UPS and Fedex.
• If insurance is paid for and you received a damaged/broken product, we must receive evidence (pictures and/or videos) in order to proceed accordingly. Failure to provide such evidence will result in an automatic rejection of your claim. 
• If insurance is paid for, there is no signature and the package is shown as delivered; the buyer however says the item has not been received, we will need the customer to submit us a formal CLAIM by sending an email to order@scentsangel.com before sending out a replacement. Please keep in mind we do not offer refunds. In some instances, our shipping insurance department may require a copy of a police report. Keep in mind that our team will follow up on such police report for documentation purposes. 
• Please note that we do not accept returns on replaced items. 
• If insurance is paid for, the recipient's signature is present, and the package is shown as delivered. However, the claim is made that the item has not been received, you must file a police report. Once the police report is received, we will send out a one time replacement package (it is up to the customer to choose signature or local pickup), please keep in mind we do not offer refunds.
• Insurance covers only the item originally insured (according to order purchase). If orders are combined, the insurance will only cover the specific items that had insurance coverage. 
• If the customer opt out of signature and insurance, the customer takes full responsibility for the risk of loss or damage if the package is shown as delivered. However, the customer says package is not delivered. ScentsAngel does not accept any responsibility for these type of orders and our obligation is voided. If the package is damaged during the way, please contact the carrier to file a claim as FedEx, UPS and USPS Priority Mail Shipments are insured up to $100.
• We do not issue refunds for the shipping insurance once an order is on transit, as this insurance covers the package while it is being carried to its destination. The only option for us to issue a refund for the shipping insurance is if the package is still in our possession. 
• If your order was insured and during transit it got compromised by any of these scenarios:

  - Lost: Shows as not delivered and the tracking information has not changed in 15 business days.
  - Stolen: The tracking number shows as delivered but you did not receive your package.
  - Damage: Leakage on the shipping box, dent, any sign of external damage compromising the product*. 



*Please note that our insurance department does not consider a manufacturer defect as “damage”. These may include but not limited to: spurt instead of soft mist from sprayer, peeling label, inclusions in fragrance, change in design; retail box and/or bottle, change in color and formulation.

It is imperative for the receiver/buyer to notify our customer service team immediately about any form of complaint. We provide a 30 day period to send us a formal complaint via email: orders@scentsangel.com
Once a claim is submitted, our team will provide additional details regarding a replacement package once it gets approved by our insurance department.

Important notice: In some instances, our insurance department will require a police report should your package get stolen. This police report could only be filed by the buyer/receiver of the package. The police report could be done in person, via phone or email from your local Police Department. Failure to provide this police report may cause a delay/rejection of your claim. The police report could only qualify for insured orders only (I.e.: if we receive multiple orders and we send them in once combined package and only one order has shipping insurance, only that insured order will qualify for a replacement package).

Please note that our team will do everything in their power to expedite and find a resolution for your case. We will investigate and go case by case to find the best solution for this inconvenience, however, please keep in mind that:

- We do not offer refunds; we could only offer a replacement package to a secure location with signature required.
- Our insurance department will automatically reject any claim if the transaction for the order being claimed gets disputed with the financial institution.

Uninsurable Risks

At ScentsAngel sole discretion, consumers who pose an unacceptable risk of loss as determined by ScentsAngel.com may be designated as an uninsurable risk. Following proper notification of such designation, ScentsAngel.com may rescind the insurance product from affected individuals and/or orders and any collected premium will be refunded. If you would like to dispute a designation, please contact us at info@scentsangel.com

Claim Filing Requirements

Claim(s) Reporting Time Frame(s)

It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed:

• Claims for packages presumed to be lost by the carrier, where the status is “not delivered” must be filed no sooner than 3 business days after the scheduled delivery date for domestic shipments.
• All other claims for damage should be filed as soon as discovered but in no event later than 14 business days from the purchase date.
• Claims for packages marked 'delivered' must be filed after 5 days and before 15 days from the date the package was marked 'delivered'. Underwriters reserve the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.

What happens after you place an order:

You will receive an order confirmation after you place your order. You can log into your account and view your order and status.
Once your order is shipped, you will receive an email with tracking information. You can also log into your account at any time and see the shipping status of all your orders. (Please note that if you receive a shipping notice over the weekend or on a Federal Holiday, your package will be going into the mail the next day that the Post Office is open). The tracking info might not get updated by the post office even after 48 hours. There are many cases where the package gets delivered before USPS website updates its tracking info. So please be patient.

Fulfillment

Orders are shipped Monday through Friday, within TWO to THREE BUSINESS DAYS after the order is placed, although in some cases we may need up to four business days to fulfill your order. Holidays and sales may result in longer shipping times.
In case a requested product is out of stock due to large orders that come in before inventory is updated, a short delay in fulfillment is expected and we try our best to minimize it. We will keep you updated.

 

Fulfillment and Shipping are different:

Shipping and fulfillment are two different concepts. Fulfillment means the time we, Scents Angel, take to prepare your package. Shipping such as priority, express, standard etc., refer to the type of shipping service provided by the mail carrier. So if you order priority mail express (1 -2 business days), it does not mean we will ship (fulfill) your package in one day but you will get it 1-2 business days after it is shipped.

Shipping Issues:

Tracking number is generated for each purchase.

• If the tracking number explicitly indicates that the item is lost, we or insurance company will refund or replace the purchase. However, if the tracking number indicates that the shipment has been delivered but the buyer has not received the item, it is the responsibility of the buyer to report the missing shipment to the courier for investigation.
• We are no longer responsible for the loss of items once it has been marked as delivered by the courier.
• If the items is damaged during shipping, please contact carrier or insurance company to submit your claim.
• If the item was shipped from our warehouse damaged, we will send you a replacement package.