1) Where we ship

We currently ship within Nigeria only.

2) Order processing & dispatch

• Orders are typically processed and handed to our courier within 1–2 business days after payment is confirmed.

• Processing times may be longer during launches, holidays, or sales. If we expect delays, we’ll notify you by email.

3) Delivery timelines (estimates)

• Abuja, Lagos, Port Harcourt: 1–3 business days

• Nationwide (other locations): 2–7 business days
  These are estimates, not guarantees.

4) Shipping methods & fees

• We ship with reputable national couriers.

• Shipping fees are shown at checkout before you pay.

• From time to time we may run free shipping promotions; details will be shown on-site.

5) Tracking your order

When your order ships, you’ll receive an email with tracking details. Tracking may take a few hours to update after dispatch.

6) Delivery requirements

• Please provide a complete physical address and an active phone number the courier can call.

• A signature or PIN may be required for high-value orders or at the courier’s discretion.

7) Address changes & rerouting

• If you need to change your address, please log in to your account dashboard and modify your account or contact help@scentie.co or live chat before fulfilment.

• We can’t reroute parcels once handed to the courier.

8) If you’re not available / delivery attempts

Couriers typically make one or more delivery attempts or arrange pickup at a nearby location. If the parcel is returned to us as undeliverable or refused, we’ll issue a refund minus actual shipping costs plus a ₦2,000 restocking fee once we receive the parcel back in good condition.

9) Wrong, damaged, or missing items

Please record an unboxing video and photos before full unwrapping. If your order arrives damaged, defective, or incorrect, email help@scentie.co within 48 hours with your order number and the video/photos so we can put it right quickly. Where the issue is on us, we’ll cover return shipping.

10) Subscriptions (refill shipments)

• We send email/SMS reminders 3 days before your next refill.

• You can pause, skip, or cancel anytime before fulfilment from your account or by contacting us.

• If a subscription order has already shipped, you may return it unopened under our Returns Policy (customer pays return courier).

11) Pre-orders & backorders

If an item is sold on pre-order/backorder, we’ll show the expected ship window on the product page and/or in your order confirmation. Your entire order may ship together when all items are ready, unless we notify you of a split shipment.

12) Split shipments

For faster delivery, we advise that all orders be placed together so they are all under an order number and ship out the same time. You’ll receive tracking for your order once it ships out.

13) Public holidays & peak periods

Couriers may not operate on public holidays. Order processing and delivery can take longer during peak seasons. We’ll communicate notable delays where possible.

14) Remote or restricted areas

Some locations may take longer or require pickup coordination with the courier. If a surcharge applies, we’ll notify you before dispatch for your approval.

15) Lost parcels

If tracking shows delivered but you haven’t received your parcel, contact us within 48 hours so we can start a trace with the courier. Courier investigations typically require a short verification period; we’ll keep you updated.

16) Payment & VAT

We accept Paystack and Flutterwave (prepaid only). VAT (7.5%) is added at checkout unless stated otherwise.

17) Policy updates

We may update this Shipping Policy to serve you better. The latest version will always be on our website.

18) Contact

• Email: help@scentie.co

• Support: Live chat on the website (24/7; first response target within 4 hours)