Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@scentsplit.com.

General Questions

You will receive hand-decanted samples decanted from 100% authentic bottles into smaller sample size bottles.

 

No, the 1 ml sample does not come with a sprayer. However, 2 ml, 5 ml, and 9 ml sizes have sprayers included.

 

Our 2ml samples do not come with caps.

 

Yes, you will receive a brand new retail bottle of the fragrance, which is the same as what you would receive directly from the brand.

 

A back-ordered item refers to a product that is temporarily out of stock and not available for immediate shipment. When a customer orders a back-ordered item, the order will be placed on hold until the product becomes available. The customer will be notified of the expected availability date and may choose to wait for the item or cancel the order.

 

If an order contains a back-ordered or sold out product, we will not ship the order until the missing products are back in stock. This ensures that the customer receives a complete order.

 

Shipping insurance is an optional service offered by the shipping carrier that provides protection for the customer's order in the event of loss, theft, or damage during transit. This insurance protects the customer's investment in their purchase and offers peace of mind that their order will be delivered safely and securely. The customer may choose to purchase shipping insurance at an additional cost during the checkout process.

Yes, you can remove shipping insurance from your cart. To do so, simply navigate to the cart page and click on the "Remove" button next to the "Add Shipping Protection" option above the checkout button. This will allow you to adjust your order and proceed to checkout without purchasing shipping insurance.

 

Shipping

The order processing time refers to the time between when an order is placed and when it is fulfilled by the business.

 

Typically, shipping and handling time takes 1-2 business days, but it may take 3-4 business days during busy times. You will receive a shipping confirmation with tracking information once your order has been prepared.

 

A business day refers to a day that is considered a working day, typically Monday through Friday, excluding weekends and holidays. It may be different from calendar days.

 

In most cases, the carrier returns the package to the shipper when the address is not complete. When we receive a returned package, we will contact you within 1-3 business days and ask you to update the shipping address to ship it again.

 

We guarantee that your order arrives safely and in good condition. If, for any reason, your product arrives defective or damaged, please contact us immediately. We will make arrangements to rectify the situation and ensure that you are satisfied with your purchase. Please notify us of any defect within 7 calender days of receiving your order, as claims outside this window may no longer be valid for replacement.

 

Carrier tracking would provide you with up-to-date information about your package. If it gets stuck or never gets delivered to you, please contact our support and we can assist you with the next steps.

We are proud to ship all of our products from Houston, Texas in the United States. This allows us to provide our customers with fast and reliable shipping within the United States. Please note that international shipping may take longer due to customs clearance and other factors outside of our control.

Please note that while we ship all items within one business day of sending the tracking email, USPS tracking may not be consistent in updating in-transit packages. Only the delivery scan is mandatory and will update once your package is delivered. Please be assured that your item has been shipped and is on its way. However, tracking information may take a few days to update, especially if your package is in transit between facilities. If you have any concerns, please contact our customer support team for further assistance.

Payments

All major credit card providers generally take 5-7 business days to process your refund before it appears in your bank account.

We accept All major credit cards (VISA, MasterCard, American Express, Discover) Amazon Pay and Afterpay  . Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.

We currently do not offer cash on delivery when you purchase online.

Returns & Order Changes

No, all sales are final, and returns are not accepted.

We absolutely guarantee that the sample or decant of perfume you purchase from Scent Splits is the genuine, authentic perfume taken from the manufacturer’s bottle and decanted by hand. Unfortunately, we cannot guarantee that you will like it, you may even hate it. Therefore, once you have opened the packaging, it cannot be returned for a refund.

The best way to change your order is to contact our support. If an order is moved to the shipping department, we won't be able to make any changes to your order.