Shipping policy

Scent Loft Pte Ltd ("we") is the operator of (https://scentloft.com) ("Website"). We currently ship customer orders within Singapore and to Peninsula Malaysia using several couriers or postal service providers, including but not limited to Ninja Van and Trackable SingPost/Smartpac in Singapore as well as Easy Parcel, Pgeon and POS Laju in Malaysia .

By placing an order through this Website you are deemed to have agreed to the terms and conditions below. 

Every transaction is subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

Goods purchased are not returnable or refundable. Please see our Return and Exchange Policy for more details.

Generally, Singapore shipments are delivered within 3 - 5 working days. If you have elected to pick up your order from a collection point, it is your responsibility to do so within the stipulated calendar days as notified by the shipper upon the arrival of your parcel at the collection centre. Your failure to do so may cause you to incur additional storage charges or additional shipping charges if your parcel is returned to sender. In such cases, we will not be responsible for any such charges and will have deemed to have fulfilled our order. 

Generally, orders shipped to Peninsula Malaysia are delivered within 7 working days. If you have elected to pick up your order from a collection point, it is your responsibility to do so within the stipulated calendar days as notified by the shipper upon the arrival of your parcel at the collection centre. Your failure to do so may cause you to incur additional storage charges or additional shipping charges if your parcel is returned to sender. In such cases, we will not be responsible for any such charges and will have deemed to have fulfilled our order. Depending on the destination, international shipments could take up to 20 working days. International orders will be shipped by registered post or by courier and buyers will accept the proof of shipment as proof of delivery. We will not entertain any buyers' claims for non-delivery. 

Orders are usually dispatched within 2 business days of confirmation and payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure any shipment delays will be kept to a minimum.

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched by passing it to our courier or postal service provider.

We will not be able to ship to P.O. box or military addresses.

If an item is out of stock, we will dispatch the in-stock items in the order as soon as possible and contact you for instruction on the remaining items as mentioned in Paragraph 1 above.

If the delivery time has exceeded the expected duration, please contact us so that we can conduct an investigation.

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

As stated in our Returns and Exchange Policy, we ensure that every order is securely packed to maximise protection.  If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and contact our customer service via email or Whatsapp immediately. If the parcel has been delivered to your address without you being present or received at a collection centre by any one using the verification code sent by the courier or shipper, the shipment is considered to have been received by you. We request that you inspect the  contents of the parcel within 3 calendar days of receipt and inform us immediately if anything is amiss.

Currently, no goods & service tax is applicable to the goods displayed on our website.

Custom taxes and duties may be applicable for international deliveries. If applicable, customers will have to bear the relevant custom taxes and duties. If a customer rejects a shipment due to custom taxes and duties and the product is returned to us in the original condition, the return shipping cost and any associated fees will be deducted from the order's refund. In the event a product is detained at customs because the customer refuses to pay the taxes, we will not issue any refund. 

If you change your mind before your order has been dispatched, we are able to accept cancellations but you will have to bear the charges imposed on us by the payment providers like PayPal and credit card companies as well as any cancellation charges imposed by Shopify, the courier or shipper for your order.

Parcels are insured for a specific amount for loss and damage as stated by the courier or shipping company, or up to the value of the parcel, whichever is lower. 

For all customer service enquiries, please email us at contact@scentloft.com or via scentloft.com contact form.