Shipping & Returns Policy

Shipping Policy

Shipping Coverage

The Scent Library currently ships nationwide across South Africa only. We do not offer international shipping at this time. We're working on expanding our shipping options and will notify customers when international shipping becomes available.

Shipping Costs

• FREE Shipping: On all orders over R1800
• Standard Shipping: R110 for orders under R1800
• Express Shipping: Available via contact form - reference order number (additional fees apply)

Processing Time

Orders are processed within 1-2 business days. Orders placed before 2:00 PM on weekdays are typically processed the next day. Orders placed on weekends or public holidays will be processed on the next business day.

Delivery Time

Once shipped, deliveries typically take:

• Major Centers (Johannesburg, Pretoria, Cape Town, Durban): 2-3 business days
• Other Areas: 3-5 business days
• Remote Areas: 5-7 business days

Tracking Your Order

You will receive a tracking number via email once your order ships. You can track your package using the courier's tracking system or by logging into your account on our website.

Delivery Requirements

• A signature or pin is required upon delivery
• Someone must be available to receive the package
• If no one is available, the courier will leave a collection notice
• Packages not collected within 7 days will be returned to us

Returns Policy

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• Returned within 7 days of delivery date
• Product must be completely unopened and unused
• Original packaging must be intact and undamaged
• All original seals, wrapping, and protective materials must be in place
• Product must be in resalable condition
• Proof of purchase (order confirmation or receipt) must be provided

Non-Returnable Items

The following items cannot be returned:

• Opened or used fragrances (for hygiene reasons)
• Products with broken seals or damaged packaging
• Sale or clearance items (unless defective)
• Items returned after the 7-day return window

How to Return an Item

To initiate a return, please follow these steps:

1. Contact us at returns@scentlibrary.co.za within 7 days of receiving your order
2. Include your order number and reason for return
3. We will provide you with a Return Authorization (RA) number and return instructions
4. Pack the item securely in its original packaging
5. Include the RA number on the outside of the package
6. Ship the package to the address provided via our official email or Whatsapp line

Return Shipping Costs

• Buyer's Remorse: Customer is responsible for return shipping costs
• We recommend using a trackable shipping service for returns

Refund Process

Once we receive and inspect your return:

• We will send you an email confirming receipt of your return
• Inspection will be completed within 2-3 business days
• If approved, your refund will be processed within 5-7 business days
• Refunds will be credited to your original payment method
• Please allow 3-5 business days for the refund to reflect in your account

Exchanges

We accept exchanges to the value of the returned product.

Damaged or Defective Items

We take great care in packaging your orders. However, if you receive a damaged or defective item, please contact us immediately at info@scentlibrary.co.za with photos of the damage.

What to Do

• Contact us within 48 hours of receiving your order
• Provide clear photos of the damaged item and packaging
• Include your order number
• We will arrange for a replacement or full refund

Lost or Stolen Packages

If your tracking shows your package was delivered but you didn't receive it, please:

• Check with neighbors or building management
• Verify the delivery address on your order
• Contact us within 48 hours at info@scentlibrary.co.za
• We will investigate with the courier and work to resolve the issue

Note: We are not responsible for packages stolen after confirmed delivery. We recommend having packages delivered to a secure location or using a collection point if available.

Questions?

If you have any questions about our shipping or returns policy, please don't hesitate to contact us: