Frequently Asked Questions

All our active subscribers can find the product shipping status under ‘My Profile’. The shipping status consist of FOUR stages: ‘Processing’, ‘Ready to Dispatch’, ‘Dispatched’ and ‘Delivered’. If by any chance you have not received your product 7 days after the shipping status has been changed to ‘Dispatched’ or ‘Delivered’. Please reach out to our team by sending an email with your order number to ‘info@scenthaven.com.au’ and we will be in touch with you as soon as possible.

If you wold like to receive an immediate response (please expect a few hours delay due to the volume of requests), simply jump onto our Facebook Page and send us a message and our customer service team will be able to look into the issue as soon as possible.

For the customers who we were not able to bill on the scheduled billing day, please expect a delay on in your shipment once the second billing attempt has been made successfully.

All our active subscribers can find their product shipping status on ‘My Profile’.

For our active subscribers who we are able to bill on the scheduled billing day, shipping information should be displayed immediately under ‘My Profile’.

For those who we were not able to bill until after the regular scheduled billing day, the product shipping information will only be displayed after the payment.

If you have received a damaged product in the mail, please feel free to get in touch with our customer service team along with a photo attached in the email so that we can assess the issue. We will provide you with a replacement or store credit within 30 days of after the issue has been assessed.

Please make sure you get in touch with us within 48 hours after receiving the damaged product.

Shipping and Tracking:

Once we have sent out your order, you will receive an email notification with your order status and tracking number for you to monitor the delivery status. Your order can also be tracked through your Scent Haven account in HERE.

Delivery time may vary due to the great care we put to our customers and their orders. In addition, as fragrances are considered Hazardous Materials, it may cause delay during shipping.

On your First Month:

When you have signed up the subscription, you will be billed automatically on the same day.
We will ship out your first Scent Haven welcome pack from our fulfilment centre within 7-10 business days.

After the First Month:

On the second month, as a recurring subscriber, you will receive your package within 10 business days after the successful billing. If your payment was blocked, we will have another attempt and your order will be arranged and sent out within 10 days according to your successful billing date.

Scent Haven is an Australian owned business, at current state, we only ship to Australia nationwide and hoping to expand internationally soon!

As soon as you have become an active subscriber and have selected your favourite scent, we will send you an email with your tracking information. Your tracking number can also be accessed online under ‘My Profile’.

If you are an active subscriber, click HERE to find your tracking details.

Usually not, however, it depends on the shipping partner and if you are a new subscriber or an existing subscriber. For all our new subscribers, you receive a beautiful welcome pack with a drawer box. Once you have placed your order, you can advise us via email on whether you prefer to sign for your delivery to pick up or simply leave it at your door or in the mail box.

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