Frequently asked Questions
Frequently Asked Questions (FAQs)
🛍️ Orders & Payments
Q1: How can I place an order with Scentaverse?
You can easily place your order through our official website. Simply browse the collection, add your favorite products to the cart, and proceed to checkout.
Q2: What payment methods do you accept?
We accept multiple payment methods including Cash on Delivery (COD), Bank Transfer, and Digital Wallets. Payment options may vary based on your location and ongoing campaigns.
Q3: Can I change or cancel my order after placing it?
If your order hasn't been processed yet, you may request a change or cancellation by contacting our customer service team immediately.
🚚 Shipping & Delivery
Q4: Do you offer nationwide delivery?
Yes, we deliver across Pakistan via trusted courier partners.
Q5: How long does delivery take?
Delivery typically takes 3–7 business days, depending on your location. Delays may occur due to public holidays or courier service disruptions.
Q6: Are there any delivery charges?
Shipping charges are calculated at checkout based on your delivery location. Free shipping may be available during special promotions.
Q7: What if my package is delayed or not delivered?
While we do our best to ensure timely delivery, courier delays can happen. If your order is delayed, please contact us with your order number for assistance.
🔁 Exchange & Return Policy
Q8: Do you offer refunds?
No, Scentaverse follows an exchange-only policy. We do not offer refunds or returns for change of mind.
Q9: What items are eligible for exchange?
To be eligible, items must be unused, undamaged, and returned in original packaging within 7 days of purchase.
Q10: How do I initiate an exchange?
Email us at cs@scentaverse.com with your order details and reason for exchange. Our team will guide you through the process.
Q11: Do I have to pay for shipping in case of an exchange?
Yes, customers are responsible for return and re-shipping costs unless the exchange is due to an error on our part (e.g., wrong or damaged item).
Q12: What if the item I want in exchange is out of stock?
You can either choose an alternative product from our store or receive a store credit coupon equal to the item's value.
Q13: Can I exchange sale or discounted items?
No, items purchased on sale or clearance are not eligible for exchange.
📦 Product Concerns
Q14: What should I do if I receive a damaged product?
Contact us immediately with pictures of the item and your order number. If the issue is verified, you’ll receive a store credit for a future purchase.
Q15: What if I don't like the fragrance I ordered?
We recommend choosing carefully, as we do not accept exchanges for personal preferences or change of mind.
📩 Contact & Support
Q16: How can I contact Scentaverse?
You can reach our customer care team by emailing cs@scentaverse.com. We aim to respond within 24–48 business hours.
Q17: Do you offer gift wrapping or custom packaging?
Yes, gift packaging is available upon request. You can select this option at checkout or mention it while contacting support.