What should I do about a missing or broken order with ScentBird?
In a nutshell: A subscription to Scentbird can be an excellent way to experiment with a wide variety of niche and designer perfumes and colognes without laying out large amounts of money for full-sized bottles. However, sometimes the demand for certain products can be greater than the supply, and ordinary shipping mistakes are always a possibility, too. If your Scentbird order is missing one or more items, or if one or more items arrived in damaged or defective condition, you are probably wondering what you can do about it. You have a few options available to you.
Introduction
A subscription to Scentbird can be an excellent way to experiment with a wide variety of niche and designer perfumes and colognes without laying out large amounts of money for full-sized bottles. However, sometimes the demand for certain products can be greater than the supply, and ordinary shipping mistakes are always a possibility, too. If your Scentbird order is missing one or more items, or if one or more items arrived in damaged or defective condition, you are probably wondering what you can do about it. You have a few options available to you.
What You'll Need
As a general rule, Scentbird does not offer refunds for missing or damaged items. Instead, it will try to replace the missing or damaged items. In the event that replacement is impossible, then a refund may be offered to you, possibly in the form of a store credit.In order to receive a replacement or a refund for a damaged or defective item, you must contact Scentbird within 30 days of the delivery and report it.
Look at the confirmation email you received for your order and get the tracking information.
If your problem is a damaged or defective item instead of a missing item, skip to step 7.
Use the tracking information to see if that item is being shipped separately or if the shipment has been delayed.
If you find that you should have received the item by now, continue with the next steps.
Go to the Scentbird home page.
Scentbird home page
Click on the "Log in" button in the upper right corner of the page to log in to your Scentbird account.
Check for any messages about delayed or missing items.
Contact Scentbird's customer service and tell a representative about the missing items.
Scentbird customer service
Make sure you have the order number and the tracking number handy when you contact them, as you will need to provide this information.
The company will begin an investigation. In the event that the item cannot be replaced for some reason, you will be offered some sort of refund, which will possibly be in the form of a store credit.
Do not proceed with further steps.
Take one or more pictures of the damaged or defective items.
Take as many pictures as you need to clearly show the extent of the damage. If the item is leaking, make sure you get a picture of the leaked contents inside the box.
Contact Scentbird's customer support team and tell them about the problem.
Scentbird customer service
Scentbird customer support team members are authorized to replace damaged or defective items themselves, so the replacement or refund process should proceed quickly, once you provide all the required information.
Make sure you have the order number with you when you contact them.
Conclusion
Unfortunately, Scentbird does not provide phone-based customer support services. However, multiple online contact options are available.
Further questions?
Solutions to similar problems
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