FAQ

  • I received a defective/ damaged/ incorrect order.
  • I accidentally ordered the wrong product.
  • Can I get a refund?
  • How long would my order take to arrive?
  • How much is the shipping fee?
  • Am I able to self-collect my order?
  • Do you do international shipping?
  • Am I able to smell the scents before making a purchase?
  • Are the oils pet friendly?
  • Where are the Essential Oils made from?
  • Is there an expiry date of the products?
  • Why does my soap bar appear to “sweat”?

Returns

  • I received a defective/ damaged/ incorrect order.
  • I accidentally ordered the wrong product.
  • Can I get a refund?

I received a defective/ damaged/ incorrect order.

We are so sorry to hear this. 

Our 7-Day Return and Exchange Policy

We accept returns and exchanges requested within 7 days of receiving your order. To be eligible, the product has to be unused (if not defective) and in original condition. 

Incorrect, defective, or damaged items:

  • We will ship you a replacement at no additional cost

How to Request a Return or Exchange

  • Contact us through Instagram: @scentience.sg / Email: scentience.sg@gmail.com
  • Provide us photos of the issue and your order number for verification 

 

 

I accidentally ordered the wrong product.

Our 7-Day Return and Exchange Policy

We accept returns and exchanges requested within 7 days of receiving your order. To be eligible, the product has to be unused and in original condition. 

Wrong scent/ wrong product chosen by customer:

  • Exchanges to be done in person at our physical office

How to Request a Return or Exchange

  • Contact us through Instagram: @scentience.sg / Email: scentience.sg@gmail.com
  • Provide us photos of the issue and your order number for verification 

 

Can I get a refund?

No Refunds

Unfortunately we do not offer refunds. All approved claims will be resolved through returns and exchanges only.

 

Delivery

  • How long would my order take to arrive?
  • How much is the shipping fee?
  • Am I able to self-collect my order?
  • Do you do international shipping?

How long would my order take to arrive?

All orders are processed as pre-order. Our processing time typically takes 2-3 days to prepare your items. Once your order has been dispatched using tracked courier services, delivery will take 1-3 working days to get to you.

Deliveries are made from Monday - Saturday 0900 - 2200 (except public holidays).

How much is the shipping fee?

Standard Delivery - $4 (Free delivery for orders above $50)

Am I able to self-collect my order?

Yes! You may opt for self collection at checkout. 

Self collections are located at our office @ 50 Ubi Ave 3 Frontier #01-21 Singapore 408866. 

Do you do international shipping?

We currently only ship within Singapore.

However, if you are outside of Singapore and still wish to purchase our products, do reach out to our Instagram (@scentience.sg) or email us (scentience.sg@gmail.com) and we'll see what we can do to ship our products to you!

 

Product

  • Am I able to smell the scents before making a purchase?
  • Are the oils pet friendly?
  • Where are the Essential Oils made from?
  • Is there an expiry date of the products?
  • Why does my soap bar appear to “sweat”?

Am I able to smell the scents before making a purchase?

**By Appointments only**

Yes you can! Come down to our office @ 50 Ubi Ave 3 Frontier #01-21 Singapore 408866 to check out our scents (+ unreleased scents).

Do reach out to us via Instagram (@scentience.sg) or email us (scentience.sg@gmail.com) to make an appointment with us.

Are the oils pet friendly?

Yes, while our oils are safe to use around pets, there are certain scents that pets are more sensitive too. Generally, you should avoid using spice, citrus, mint and pine scents around your pets.

In this case, if you intend to use our oils to scent your space with your pets around, avoid using Eucalyptus and Lavender to be safe.

 

Where are the Essential Oils made from?

Our Essential Oils are manufactured in Singapore, made with premium-grade ingredients sourced sustainably and responsibly from trusted partners around the world in compliance with IFRA standards, ensuring purity and quality you can rely on

Is there an expiry date of the products?

Our Essential Oils do not inhibit microbial growth, and they generally do not spoil or become unsafe when stored properly.
To maintain its quality, keep them in a cool environment, away from direct sunlight and extreme heat. With proper storage, our oils can last well over 5 years while retaining their scent profile and performance.

Why does my soap bar appear to “sweat”?

Over time (approximately after 2/3 months of storage) our soap bars may appear to "sweat' as it contains naturally moisturizing ingredients such as glycerin. In humid environments especially in Singapore’s climate, this natural glycerin attracts moisture from the air, causing small water droplets or a light dewy film to form on the surface. This is commonly known as soap sweating or glycerin dew.

Soap sweating is completely normal and it does not affect the soap’s cleansing performance or scent. It does not mean that the soap is spoiled or unsafe to use.

We intentionally formulate our soaps with skin-loving, moisturizing ingredients to keep the skin soft and comfortable after cleansing. Soap sweating is simply a natural trade-off for a more hydrating, skin-friendly bar, particularly in humid climates.