How long does it take to get a response from Scento?
We aim to respond to all inquiries within 24 hours, with most messages answered within 2-4 hours during business hours.
Response Times by Channel
Channel | Business Hours Response | Outside Hours |
2-4 hours | Within 24 hours | |
Live Chat | Immediate | Chat unavailable |
2-4 hours | Next business day |
Business Hours
Monday to Friday: 9:00 AM - 6:00 PM CET
CET = Central European Time
Summer: CEST (UTC+2)
Winter: CET (UTC+1)
Time Zone Examples
Your Location | When We're Open |
London (UK) | 8am - 5pm GMT |
Paris/Berlin | 9am - 6pm CET |
Bucharest | 10am - 7pm EET |
New York | 3am - 12pm EST |
Priority Response
Faster Response Guaranteed
Certain issues get priority handling:
Issue Type | Target Response |
Damaged/defective items | Within 4 hours |
Missing orders (past delivery date) | Within 4 hours |
Payment/billing issues | Within 4 hours |
Account access problems | Within 4 hours |
How to Get Priority
Include "URGENT" in your email subject
Clearly state the time-sensitive nature
Include all relevant details upfront
Weekend & Holiday Inquiries
Weekends
Messages received Friday evening → Response by Monday morning
We don't staff live chat on weekends
WhatsApp messages reviewed Monday
Public Holidays
We observe European public holidays. During these times:
Email response may take up to 48 hours
Live chat may be unavailable
We'll catch up as quickly as possible after the holiday
Holiday Periods
During peak times (Black Friday, Christmas, etc.):
Response times may be slightly longer
We add extra staff to handle volume
Most inquiries still answered within 24-48 hours
Checking Your Request Status
If You Haven't Heard Back
Check spam/junk folder - Our replies sometimes end up there
Search for "Scento" in your inbox
Verify your email address - Typos happen
Send a follow-up - Reference your original message
Still No Response?
If it's been more than 24 business hours:
Reply to your original email with "Following up"
Try a different contact method (WhatsApp if you emailed)
We apologize for any delay and will prioritize your case
Making Your Inquiry Faster
Include Key Details
The more information you provide upfront, the faster we can help:
For This Issue | Include This |
Order problems | Order number, email, description |
Account issues | Account email, error messages |
Returns | Order number, item, reason |
Subscription | Account email, specific question |
Be Specific
Instead of: "I have a problem with my order" Try: "Order #SC12345 - received wrong fragrance (got X, ordered Y)"
What Happens When You Contact Us
Immediate: You receive an auto-confirmation that we got your message
Within 2-4 hours: A team member reviews your inquiry
Response: We reply with a solution or ask for more info if needed
Follow-up: We may check in to ensure your issue is resolved
Our Commitment
We genuinely care about helping our customers. If you ever feel your issue wasn't resolved properly, let us know. We're happy to:
Re-review your case
Escalate to a senior team member
Find a solution that works for you
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Still Need Help?
If you're waiting on a response and it's been more than 24 hours, email [email protected] with "Follow-up" in the subject line and reference your original inquiry. We'll prioritize your message.