FAQ

1. How do I place an order?

Ordering from Scent Index is simple:

1. Browse our fragrances and select your preferred size (1ml, 5ml or 10ml).
2. Click Add to Cart.
3. To view your cart, click the bag icon in the top-right corner.
4. When ready, go to your cart, agree to our Terms & Conditions, then click Checkout.
5. At checkout, you can log in, create an account or continue as a guest.
6. Enter your delivery and payment details to complete your order.

You’ll receive a confirmation email once your order has been placed.

2. What payment methods do you accept?

We accept a range of secure payment methods, including:

• All major credit and debit cards
• PayPal
• Apple Pay
• Google Pay

All payments are processed securely.

3. Will I receive an order confirmation?

Yes. Once your order is placed, you’ll receive a confirmation email with full details. If you don’t see it, please check your spam or junk folder.

4. What delivery options are available?

We offer UK delivery via:

• Royal Mail Tracked 24 (1-2 working days)
• Royal Mail Tracked 48 (2-3 working days)

Tracking details are provided once your order has been dispatched.

5. My order hasn’t arrived - what should I do?

If your order hasn’t arrived within 5 working days of dispatch, please contact us with your order number and we’ll look into this for you.

6. Can I return my order?

We want you to feel confident exploring new fragrances with us.
Please refer to our Returns Policy for full details on eligibility and how to request a return.

7. How is my personal information used?

We only use your personal information to process your order and provide support. For full details, please read our Privacy Policy.

8. How do I unsubscribe from your emails?

You can unsubscribe at any time by clicking the link at the bottom of any of our emails.

9. Are your fragrances authentic?

Yes - all fragrances are 100% authentic.

We source full-size bottles from authorised UK retailers and reputable suppliers. Each fragrance is carefully decanted into smaller atomisers, allowing you to experience the scent before committing to a full-size bottle.

Scent Index is an independent retailer and is not affiliated with, endorsed by, or sponsored by any fragrance brand. All trademarks remain the property of their respective owners and are used solely to identify the fragrance.

10. Do samples come in original packaging?

No. Fragrances are supplied in unbranded atomisers and do not include the original retail bottle or packaging.

This allows you to explore authentic fragrances in a more accessible format.

11. Why might a fragrance smell slightly different?

Fragrances can vary slightly due to natural ageing (maceration), batch differences and storage conditions. Skin chemistry can also affect how a fragrance develops.

12. Why isn’t the bottle filled to the top?

Atomisers are filled to the correct measured volume but include a small air gap (ullage). This is necessary for:

• liquid expansion during temperature changes
• proper spray performance

This does not mean your sample is underfilled.

13. Can I request a fragrance?

Yes - if there’s a fragrance you’d like us to stock, feel free to get in touch and we’ll do our best to source it.

 

Last updated: May 2026