How do I request a return?
To return an item, contact our support team first to receive a Return Authorization number. Here's the complete step-by-step process.
Before You Start
Make sure your item is eligible for return:
[ ] Within 30 days of delivery
[ ] Unopened and sealed (original cellophane intact)
[ ] Never used or sprayed
[ ] Not a subscription sample or sale item
Step-by-Step Return Process
Step 1: Contact Support
Email [email protected] with:
Subject line: "Return Request - Order #[your order number]"
Your order number
Which item(s) you want to return
Reason for the return
Step 2: Receive Authorization
Within 24 hours, you'll receive:
A Return Authorization (RA) number
Our return address
Any specific instructions for your return
Important: Do not ship items before receiving your RA number. Unauthorized returns may not be processed.
Step 3: Package Your Return
Use the original packaging if possible
Include all components (box, inserts, etc.)
Write the RA number clearly on the outer package
Use a sturdy shipping box or padded envelope
Step 4: Ship Your Return
Use a tracked shipping service (we recommend DPD, DHL, or your local postal service)
Keep your tracking number - you'll need it if there's an issue
Consider shipping insurance for valuable orders
You are responsible for return shipping costs
Step 5: Receive Your Refund
Once we receive and inspect your return:
You'll get an email confirming receipt
Processing takes 5-10 business days
Refund goes to your original payment method
What Information to Include
When emailing support, include:
Subject: Return Request - Order #SC12345Hi Scento team,I'd like to return the following items from my order:[Product name and size] [Reason for return]Order number: SC12345 Order date: [date] Delivery date: [date]Thank you, [Your name]
Return Address
Do not ship until you receive authorization. The correct return address will be provided with your RA number.
Tracking Your Return Status
After shipping:
Save your shipping tracking number
Email support with your tracking info
We'll notify you when the return is received
Refund confirmation email follows within 5-10 business days
Common Questions
Can I return multiple items?
Yes, you can include multiple items from the same order in one return shipment. Just list all items in your return request.
What if I lost the original packaging?
You can still return the item as long as it's unopened and sealed. Use suitable alternative packaging that protects the product during shipping.
Can I drop off my return somewhere?
Currently, we don't have physical drop-off locations. All returns must be shipped via carrier.
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Still Need Help?
Email [email protected] with your order details. We typically respond within 2-4 hours during business hours (Mon-Fri, 9am-6pm CET).