FAQ

Frequently Asked Questions (FAQ) - Ex Scents

Welcome to the Ex Scents FAQ page! Here you'll find answers to some of the most common questions about our products, ordering process, shipping, returns, and more. If you can't find the information you're looking for, please don't hesitate to contact our customer support team.  

About Our Products:

  • What exactly are perfume testers? Perfume testers are genuine fragrances, exactly the same as the ones you find in retail stores. They are provided by the manufacturer for in-store demonstration purposes. Often, testers come in simpler packaging, usually a plain cardboard box without the fancy retail presentation or decorative cap. However, the fragrance inside is 100% authentic.
  • What are perfume decants? Perfume decants are genuine fragrances that have been carefully transferred from the original retail bottle into smaller, typically 30ml bottles. At Ex Scents, our decants are housed in customized, high-quality glass bottles equipped with a premium gold sprayer, ensuring a refined and accurate application experience. Decants are a great way to sample a fragrance before committing to a full bottle or for convenient travel.
  • Are your perfumes authentic? Yes, absolutely! Authenticity is our top priority at Ex Scents. We source all our perfume testers and the full-sized fragrances used for our decants directly from trusted and reputable suppliers. We guarantee that every product you purchase from us is 100% genuine.
  • Why are testers cheaper than retail bottles? Perfume testers are usually priced lower because the cost of elaborate retail packaging and marketing materials is eliminated. You are essentially paying for the authentic fragrance itself.
  • Will my 30ml decant come in the original retail bottle? No, your 30ml decant will arrive in a customized Ex Scents 30ml glass bottle with a high-quality gold sprayer, as pictured on our product pages. This allows you to sample a significant amount of the fragrance in a convenient and well-presented format.
  • How much perfume is in a 30ml decant? Each perfume decant contains exactly 30 milliliters (ml) of the authentic fragrance.

Ordering and Payment:

  • How do I place an order? Simply browse our website (www.exscents.in), select the items you wish to purchase, and add them to your cart. Proceed to the checkout page, where you will enter your shipping details.
  • What payment methods do you accept? Currently, we exclusively offer Cash on Delivery (COD) as our payment method for all orders. You can pay for your order in cash when it is delivered to your doorstep.
  • Is there any extra charge for Cash on Delivery? No, we do not charge any additional fees for Cash on Delivery.
  • Can I cancel my order? If you need to cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request. However, if your order has already been processed and shipped, we may not be able to cancel it. In such cases, you can refer to our Return Policy once you receive the order.  
  • Do you offer any discounts or coupons? Yes, we occasionally offer discounts and coupon codes. Keep an eye on our website banners, social media channels, and email newsletters for the latest offers. If you have a valid coupon code, you can mention it to our delivery executive at the time of delivery for the discount to be applied (if applicable as per the terms of the coupon).

Shipping and Delivery:

  • Do you offer free shipping? Yes, we offer free shipping on all orders across India!
  • Which courier services do you use? We primarily partner with Blue Dart and Delivery to ensure reliable and efficient delivery of your orders across India. The choice of courier may depend on your location.
  • How long will it take to receive my order? We typically process orders within 1-2 working days. Once dispatched, the estimated delivery time across India is 4-5 working days. Please note that delivery times may vary depending on your location and unforeseen logistical circumstances.
  • How can I track my order? Once your order is shipped, you will receive a shipping confirmation message (via SMS or other communication method) containing your tracking number and the name of the courier partner. You can use this tracking number to track the status of your shipment on the courier's website.
  • What if my package is lost or damaged during shipping? While we take great care in packaging your order securely, if your package is lost or arrives damaged, please contact our customer support team immediately with your order details and any supporting evidence (photos if damaged). We will work with the courier partner to resolve the issue promptly, offering a replacement or refund as appropriate.
  • Do you ship to all locations in India? We aim to deliver pan-India. However, there might be specific pin codes that are not directly serviced by our courier partners for Cash on Delivery. If this is the case, we will notify you as soon as possible.

Returns and Refunds:

  • What is your return policy? You can return most unused and unopened products within 7 days of delivery for a full refund. For hygiene reasons, we cannot accept returns on products that have been opened or used, unless they are defective. We offer free return pickup for eligible returns. Please see our detailed Refund and Return Policy for complete information.
  • How do I return a product? To initiate a return, please contact our customer support team within 7 days of receiving your order with your order number and the reason for the return. Once your request is approved, we will arrange for free return pickup.
  • What if I receive a defective product? If you receive a damaged, defective, or incorrect product, please contact our customer support team within 48 hours of delivery with photographic or video evidence. We will offer an exchange or a full refund for defective products.
  • When will I receive my refund? Once the returned product is received and inspected, we will process your refund. Since we currently only offer Cash on Delivery, refunds for eligible returns will be processed via bank transfer or another mutually agreed-upon digital payment method. We will contact you to obtain your bank details for the refund. Please allow 5-7 working days for the refund to be processed after the return is approved.

Contact Us:

  • How can I contact Ex Scents? You can reach our customer support team through the following channels:
    • Email: Hello@exscents.in
    • Phone: +91 7259 507 265
    • Contact Form: Click Here
  • Our business hours are Monday - Saturday, 10:30 AM to 6:30 PM (GMT+05:30), and we aim to respond to all inquiries within 1 business day.

We hope this FAQ page has addressed your questions. If you need further assistance, please don't hesitate to get in touch! Thank you for choosing Ex Scents.