Shipping information
For your convenience, we will automatically send you updates regarding the status of your order via email. To track your order online, please log into your account and click on the My Orders tab. If you are not a registered user, you can contact customer care at info@scentuelle.de (8 a.m. – 6 p.m. PST). Please be sure to include or have-on-hand your order number for faster service.
If you are a registered Scentuelle customer, you can always check your order status history. Click on the My Account dropdown menu at the top right corner of any page and click on Order Status to view a particular order OR click on Order History to view your past orders.
Tracking Number
For you convenience, Scentuelle.de will send you an email with the tracking number and carrier information as soon as your order is processed and shipped. Please allow approximately 24-48 hours for your tracking number to update onto the carrier’s website.
Change or Cancel an Order
You can make changes or cancel your order within 1 hour from the time you submit your order. You may do so by contacting our Customer Care during business hours Monday – Friday 8 a.m. – 6 p.m. PST or by email at info@scentuelle.de . Order changes include cancellation requests, address changes, shipping upgrades or adding/removing items from your order. After 1 hour has passed, your order will be locked and can no longer be modified. We will send you an email to confirm for any changes or cancellation request.
Cancel an Order
You may request a cancellation of your order, provided your order has not been sent to our warehouse for fulfillment or shipped. Promptly email us your cancellation request and include your web confirmation number to info@scentuelle.de . We will do our very best to cancel the order, and will send a confirmation upon cancellation. If your account has already been charged, you can anticipate a refund to your account within 2-5 business days.
Backorder/Out of Stock
In the rare event an item you purchased is on backorder or out of stock, we will send you an email or contact you. If your order contains multiple items we may ship your order partially to expedite your order and give you the option to backorder or cancel the unshipped items. An expected restock date will be provided if available.
