Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How do I place an order?
How do I place an order?
Add your chosen items to the cart, then follow the checkout steps to enter your shipping and payment details. You'll receive a confirmation email once your order is placed.
I didn't receive an order confirmation email — what should I do?
I didn't receive an order confirmation email — what should I do?
Check your spam/junk folder first. If it's not there, contact us with your name and order date and we'll confirm the status.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Most orders are delivered within 4 days for EU, and slightly longer for international destinations. Please note that delivery times may vary during public holidays, high-volume periods (such as Black Friday) or due to customs processing for non-EU destinations.
Which countries do you ship to?
Which countries do you ship to?
We ship across the EU, and internationally, including the UK, Switzerland, and the USA.
What are the shipping costs?
What are the shipping costs?
Free shipping in EU, UK, Switzerland, and USA for orders over €99. 15 euro shipping cost fpr orders below 99€ Free shipping in Romania for orders over 280lei. 16,99 lei shipping cost for orders below 280lei
How can I track my order?
How can I track my order?
Once your order ships, you'll receive a tracking number by email so you can follow your package.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If the order hasn't shipped yet, contact us right away and we'll update it if possible.
Returns & Refunds
What is your returns policy?
What is your returns policy?
We offer a 14-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing takes up to 14 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Products
Can I try a fragrance before buying a full bottle?
Can I try a fragrance before buying a full bottle?
Yes — we offer discovery kits with small sample sizes ( 5 x 1.5 ml sets) so you can try several scents before committing to a full bottle.
Are these niche or designer perfumes?
Are these niche or designer perfumes?
We carry a curated selection of niche and artisanal perfume houses (such as Lumi, Attar al Has, Landcaster, and others) rather than mainstream designer brands, focused on distinctive artistic fragrances.
Do you sell products for skin/body care as well?
Do you sell products for skin/body care as well?
Yes, in addition to perfumes we also offer face and body care products, such as creams and serums.
A product I want is out of stock — will it come back?
A product I want is out of stock — will it come back?
Most items are restocked periodically. You can contact us to ask about expected availability or to be notified when it's back.
How can I stay updated on new products and promotions?
How can I stay updated on new products and promotions?
Subscribe to our newsletter — you'll get a welcome discount on your first order plus updates on new arrivals and exclusive offers.
What's the difference between Eau de Parfum, Eau de Toilette, and Extrait de Parfum?
What's the difference between Eau de Parfum, Eau de Toilette, and Extrait de Parfum?
These indicate the concentration of fragrance oils: Extrait de Parfum has the highest concentration (and longest lasting scent), followed by Eau de Parfum, then Eau de Toilette, which is lighter and typically shorter-lasting.
What are top, heart, and base notes?
What are top, heart, and base notes?
These describe how a fragrance unfolds over time. Top notes are what you smell first and fade within minutes; heart (or middle) notes emerge next and form the main character of the scent; base notes appear last and linger the longest, giving the fragrance its lasting depth.
How do I choose the right perfume for me?
How do I choose the right perfume for me?
Think about the notes you're naturally drawn to (fresh, floral, woody, oriental/spicy, gourmand, etc.), the season or occasion you'll wear it for, and try a sample first if you're unsure — scent can vary depending on skin chemistry.
Can I layer different fragrances together?
Can I layer different fragrances together?
Yes, many people layer scents to create a more personal blend, though we recommend testing combinations on your skin first, since results vary.
Loyalty Program
What is SG Loyalty?
What is SG Loyalty?
SG Loyalty is our complimentary rewards program, designed to make every eligible purchase more rewarding. Earn SG Points, discover exclusive offers, and unlock additional privileges as you continue your journey with Scent Gallery.
How do I join SG Loyalty?
How do I join SG Loyalty?
Simply create a Scent Gallery customer account, and you'll automatically become a member of SG Loyalty. Enrollment is completely free, with no additional registration or activation required.
How can I earn SG Points?
How can I earn SG Points?
You can earn SG Points through eligible purchases and selected activities, such as promotional campaigns, social media interactions, and other opportunities. Explore all available ways to earn and their corresponding point values in your Loyalty Hub.
When will my points become available?
When will my points become available?
Points earned from purchases become available 15 calendar days after your order has been fully paid and shipped. During this period, your points remain pending and cannot yet be redeemed.
How do I redeem my SG Points?
How do I redeem my SG Points?
Visit your Loyalty Hub to explore available rewards and choose how you'd like to use your points. Each reward displays its point requirements and applicable conditions before redemption.
How do VIP tiers work?
How do VIP tiers work?
Your VIP tier is based on your eligible purchases over a rolling 12-month period. As you reach higher tiers, you unlock additional privileges and benefits. Your current status, available benefits, and progress toward the next tier are displayed in your Loyalty Hub.
How many SG Points do I earn per purchase?
How many SG Points do I earn per purchase?
The number of points you earn depends on the current earning rate and any applicable VIP benefits or promotional offers. Your Loyalty Hub displays the latest earning rates and available opportunities.
Where can I check my points balance?
Where can I check my points balance?
You can view your available points, pending points, and loyalty information in your Loyalty Hub, accessible through your Scent Gallery customer account. You can also access loyalty features through the floating widget on our website.
Can I earn points without making a purchase?
Can I earn points without making a purchase?
Yes. SG Loyalty may offer additional ways to earn points through eligible activities, special campaigns, and selected interactions. Available opportunities may change over time, so check your Loyalty Hub for the latest options.
Do all purchases qualify for SG Points?
Do all purchases qualify for SG Points?
Not necessarily. Certain products, categories, gift cards, or order types may be excluded. Points are calculated on eligible product amounts after applicable discounts, including product taxes but excluding shipping charges.
Can I earn points on previous purchases?
Can I earn points on previous purchases?
Points are generally awarded for eligible purchases made while the Program is active. Historical purchases are not automatically rewarded retroactively unless a specific promotion or exception is announced.
What happens to my points if I cancel or return an order?
What happens to my points if I cancel or return an order?
Points earned from canceled, refunded, or returned orders may be removed or adjusted accordingly. For partial returns, the points associated with the returned items may be deducted from your balance.
Do SG Points expire?
Do SG Points expire?
Yes. Your available SG Points expire after 12 consecutive months without qualifying point-earning or point-redemption activity. Each new qualifying activity resets the inactivity period for your entire points balance.
What counts as activity for preventing points from expiring?
What counts as activity for preventing points from expiring?
Qualifying activity includes earning or redeeming SG Points. Simply signing into your account, browsing the website, or checking your points balance does not reset the expiration period.
Can I transfer my points to another account or exchange them for cash?
Can I transfer my points to another account or exchange them for cash?
No. SG Points are promotional rewards associated with your customer account. They cannot be transferred, sold, exchanged for cash, or redeemed for monetary compensation.
What types of rewards can I unlock?
What types of rewards can I unlock?
Depending on availability, SG Loyalty rewards may include exclusive discounts, special product offers, free shipping, store credit, and other promotional benefits. Discover current rewards and their requirements in your Loyalty Hub.
Do redeemed rewards expire?
Do redeemed rewards expire?
Yes. Promotional discount codes generated through points redemption are valid for 7 calendar days from issuance. We recommend using your reward before its expiration date.
What happens if I don't use my reward code?
What happens if I don't use my reward code?
If your reward code expires without being used, the SG Points redeemed to generate it are automatically returned to your loyalty balance. Returned points remain subject to the Program's standard expiration rules.
Can I combine loyalty rewards with other discounts?
Can I combine loyalty rewards with other discounts?
Loyalty rewards generally cannot be combined with other promotional codes, discounts, or special offers unless explicitly permitted. Any applicable restrictions will be communicated as part of the reward conditions or at checkout.
Can I use my reward code more than once?
Can I use my reward code more than once?
Reward codes are generally issued for a single use and are associated with your eligible customer account. Specific usage conditions are displayed when redeeming a reward.
Are rewards always available?
Are rewards always available?
Reward availability may change depending on current promotions, product availability, and Program updates. Some rewards may be offered for a limited period or apply only to selected products, collections, or markets.
How do I reach a higher VIP tier?
How do I reach a higher VIP tier?
Your VIP progress increases as you make eligible purchases. When your qualifying purchase activity reaches the requirements of a higher tier, your VIP status is automatically updated according to the Program rules.
Can I lose my VIP status?
Can I lose my VIP status?
VIP tiers are evaluated using a rolling 12-month period. If your qualifying activity falls below your current tier's requirements, a 7-day grace period applies before your status may be adjusted. This gives you an opportunity to maintain your current tier.
Do VIP benefits remain the same forever?
Do VIP benefits remain the same forever?
VIP benefits, qualification requirements, and available privileges may evolve over time. You can always find the current benefits and requirements for each tier in your Loyalty Hub. Any changes are subject to the SG Loyalty Program Terms & Conditions.
Do I need to subscribe to marketing emails to participate?
Do I need to subscribe to marketing emails to participate?
No. Enrollment in SG Loyalty does not require consent to marketing emails or SMS messages. Marketing subscriptions are optional and managed separately. Certain promotional earning opportunities may be associated with voluntary subscriptions.
Can I leave SG Loyalty without deleting my account?
Can I leave SG Loyalty without deleting my account?
Yes. You can request removal from the SG Loyalty Program at any time by emailing support@scent.gallery. Your Scent Gallery customer account can remain active. Following withdrawal, unused loyalty points will no longer be redeemable, subject to applicable law.
Need more help?
Need more help?
For additional information, please visit your Loyalty Hub or review our SG Loyalty Program Terms & Conditions.
If you need assistance with missing points, rewards, or your VIP status, contact us at support@scent.gallery.
Still have questions?
Our team is here to help. Give us a call and we’ll be happy to assist.
