Customer Service
Frequently Asked Questions
Quick answers about orders, shipping, samples, refunds, and your account.
Orders & Shipping
How long does shipping take?
Delivery estimates depend on destination and selected method. Final options and estimates are shown during checkout. For full details, see our Shipping Information page.
Can I track my order?
Tracking is available for shipments that use a trackable delivery service. Free standard EU shipping may be sent without track & trace; if available, you can select track & trace at checkout and pay only the difference.
Do you ship internationally?
Yes, we ship to select international destinations. Shipping costs and delivery times vary by location. Check our Shipping Information for details.
Refunds & Returns
What is your return policy?
We sell perfume samples and decants to help you discover scents before buying full bottles. Opened or used samples cannot be returned for hygiene reasons. Full terms are in ourRefunds & Returns policy.
Can I return a sample if I don't like the scent?
No. Fragrance is subjective, and we cannot offer refunds if you dislike a scent, if it smells different than expected, or if the sample has already been used or sprayed.
What if my order arrives damaged or incorrect?
Contact us within 48 hours of delivery with your order number and clear photos of the product, packaging, and any visible damage. After review, we may offer a replacement, store credit, or a refund.
How do I request a refund or report an issue?
Email us at help@escentino.com with your order number and a short description of the issue. We will reply with next steps.
How long does a refund take?
Approved refunds are processed back to the original payment method within 5–10 business days.
Products
What sizes are available?
Product sizes vary by item. Available sizes are displayed on each product page. If a size is out of stock, you can sign up for notifications when it becomes available.
How do I choose the right fragrance?
Use our Scent Profiles guide to learn about different fragrance families and notes. You can also use our Scent Finder tool to find personalized recommendations.
Do you offer gift cards?
Yes! Gift cards are available for purchase and can be used for any product on our website. They are valid for one year from the purchase date.
Account & Payment
Do I need an account to order?
Not always. Eligible orders can be placed as a guest, and account creation may be offered after checkout.
What payment methods do you accept?
Available payment methods are shown at checkout and processed securely through our payment provider (Mollie).
Can I use discount codes?
Yes! You can apply discount codes during checkout. Some codes may have restrictions or expiration dates.
Still Have Questions?
If you can't find the answer you're looking for, please don't hesitate to contact us. We're here to help!
Email: help@escentino.com