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Shipping & Return

SHIPPING POLICY

  • Our pick up location is at our studio at Lai Chi Kok: Room A, 3/F, Long To Building, 654-656 Castle Peak Road (Lai Chi Kok Station Exit B1, walk 1 minute), Hong Kong. We will email you about pick up when your order is ready (usually within three days).

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  • For Hong Kong, special areas such as Discovery Bay, Ma Wan, outlying islands, etc, additional fees will be charged according to the area for delivery.

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  • We shipping internationally. We have tried to add as many countries for delivery fee calculation as possible. If you find yours is not in the list, please kindly whatsapp us at +852 5238 3222 or email us info@scentasy.co. We believe that once the country for delivery is added, it will be very convenient for shipping later on.

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  • While we have carefully packaged our candles and chosen our delivery company, there’s no guarantee that the candle jars will not be broken if the delivery company doesn’t handle with care. We are not responsible  for lost, broken, or damaged items if no insurance is purchased. We are very sorry if your candle arrives broken but that is what the insurance is offered. 

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  • SPECIAL ARRANGEMENT FOR GIFT BOXES

         -  we currently focus on Hong Kong market.

         -  You can choose

                 i)  pick up from our studio at Room A, 3/F, Long To Building, 654-656 Castle Peak Road (Lai Chi Kok Station Exit B1, walk 1 minute), Hong Kong. We will email you about pick up when your order is completed; or 

                 ii) Special delivery service for gift box can be arranged with our delivery team (HKD 35 per box, except special promotion) within Hong Kong.

         - If international customers would like to buy the gift box, we will specially package different parts, such as dry followers, and customers are required to rearrange the items so that the gift box can look like what we present on our website.

        -   Again, we are afraid there’s no guarantee that fragile items like dry flowers, won’t be broken during the delivery process. Additionally, some countries won’t accept import of dry followers etc, therefore making it impossible for us to send the relevant gift box. 

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Return & Exchange Policy

RETURNS

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  • We do NOT except returns for our personalised gift boxes. 

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  • We can NOT exchange for a different fragrance if you are not happy with the one you ordered. We know it is hard to purchase candles from the internet especially if this is your first order with us and you don't know if our scents are true to the name, So may we recommend you order a small candle or smaller amount to make sure you like the fragrance before purchasing a larger quantity. 

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  • If you find your candle to be defective please return it to us for testing. We will gladly test the item and if found in your favour that there is something wrong with burning, fragrance etc. We will then gladly replace or refund the defective item after testing.

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  • Candles that have been burned are definitely not returnable nor are you able to exchange them.



TURNAROUND TIME

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The turnaround time is the time it takes us from the time your payment is accepted in our system or in our hand (if paid by Payme etc),  rather than the time you placed the order, We are afraid that we can not account for the shipping time, as it varies for different locations and circumstances, such as Covid-19.

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