Shipping policy
Shipping Policy
English | 繁體中文版本 ↓
At Seraphine Scents, we believe that every fragrance deserves to arrive with the same care and attention that goes into selecting it.
As an independent Asia-based fragrance retailer, we serve customers across selected international markets, including Singapore, Malaysia, Hong Kong, Taiwan, Macau and other supported destinations.
We are committed to providing a reliable, transparent and secure shopping experience, from checkout to delivery.
Available shipping destinations, delivery options and applicable charges are displayed during checkout.
1. Order Processing
Orders are generally processed within 1–2 business days after payment confirmation.
Processing includes order verification, preparation, quality checks and secure packaging before dispatch.
During public holidays, promotional campaigns or periods of high order volume, additional processing time may be required.
Business days generally exclude weekends and public holidays.
2. Delivery Times
We aim to deliver your fragrances as efficiently and securely as possible.
Our estimated delivery times are standardised according to the destination:
| Shipping Destination | Estimated Delivery Time |
|---|---|
| All Asian Countries and Regions | 4–9 business days |
| Other Supported Countries | 7–14 business days |
Asian countries and regions include Singapore, Malaysia, Hong Kong, Taiwan, Macau and other supported destinations across Asia.
Important: Delivery estimates are approximate and are not guaranteed arrival dates.
Orders are generally processed within 1–2 business days before dispatch. Processing time is separate from the estimated delivery period.
Delivery times may vary depending on your destination, customs clearance, local delivery conditions and operational circumstances.
Occasionally, deliveries may take longer due to:
- Public holidays and peak shopping periods.
- Customs clearance and import inspections.
- Transportation or logistical delays.
- Severe weather or unexpected disruptions.
- Destination-specific shipping restrictions.
- Higher-than-usual order volumes.
Where applicable, destination-specific shipping information will be displayed during checkout or provided through your order updates.
3. Shipping Fees
Shipping charges are determined by your delivery destination and the shipping options available for your order.
The applicable shipping fee will be displayed at checkout before you complete payment.
Any free-shipping offers, promotional shipping rates or special delivery arrangements will be displayed on our website or during checkout when applicable.
We recommend reviewing the final order summary before completing your purchase.
4. International Shipping
Seraphine Scents serves selected international markets, subject to product availability, shipping eligibility and destination-specific requirements.
International shipments may be subject to customs clearance, import regulations and local requirements.
Depending on your destination, your order may also be subject to:
- Import duties.
- Goods and services taxes or other applicable taxes.
- Customs clearance or handling fees.
- Other charges imposed by local authorities.
Unless otherwise stated during checkout, these charges are not included in the product price or shipping fee and may be payable by the recipient.
Customs authorities may inspect shipments or require additional information before releasing a parcel for delivery.
Seraphine Scents does not control the processing times or charges imposed by customs authorities.
As fragrances may be subject to transportation or import restrictions, shipping availability can vary depending on the destination and product.
If a particular product cannot be shipped to your selected destination, we may contact you to discuss the available options.
5. Packaging & Parcel Protection
Every order is carefully prepared and securely packaged to help protect your fragrances during transportation.
We use appropriate protective packaging to reduce the risk of damage while your order is in transit.
Our packaging is designed to protect fragrance bottles and minimise unnecessary movement during transportation.
While we take reasonable care in preparing shipments, parcels may still be affected by circumstances beyond our control during transportation.
If your order arrives damaged, please contact our customer service team so we can review the issue and assist you.
6. Order Tracking
Customers can check their order progress through our dedicated online tracking page.
To view your order progress, please follow these steps:
- Visit our Track Your Order page.
- Enter your order number.
- Select the date your order was placed.
- Click View Order Status.
Your order number and order date can be found in your order confirmation email.
If you require additional assistance regarding your order or delivery, please contact our customer service team.
7. Delayed or Missing Orders
We understand that receiving your order within the expected delivery period is important.
Although we aim to meet our estimated delivery times, delays may occasionally occur due to operational requirements, customs procedures, transportation disruptions or other circumstances beyond our control.
If your order has exceeded the estimated delivery period or appears to be missing, please contact us at info@seraphinescents.com.
When contacting us, please include:
- Your order number.
- Your order date.
- Your delivery destination.
- A brief description of your concern.
Our customer service team will review your enquiry and investigate the delivery circumstances where appropriate.
Once the circumstances have been reviewed, we will advise you of the next steps and any appropriate resolution.
Any remedies required under applicable consumer protection laws will remain available.
8. Damaged Parcels or Products
We take care to package fragrances securely. However, if your order arrives damaged, please contact us as soon as possible.
To help us investigate the issue, please retain the product and its original packaging where possible.
We may request the following information:
- Your order number.
- Photographs of the outer parcel.
- Photographs of the internal packaging.
- Clear photographs of the damaged product.
- A brief description of the damage.
This information helps us assess the issue and determine an appropriate resolution.
Depending on the circumstances, an appropriate resolution may include a replacement, return or refund in accordance with our Return & Refund Policy and applicable consumer protection laws.
9. Incorrect or Incomplete Delivery Information
Customers are responsible for providing accurate and complete shipping information when placing an order.
Please ensure that your recipient name, delivery address, postal code and contact details are correct before completing checkout.
If you discover an error after placing your order, please contact us as soon as possible.
We will make reasonable efforts to assist with address corrections before dispatch.
Once an order has been dispatched, changes to the delivery address may not be possible.
Additional shipping charges may apply if a parcel must be resent because of incorrect or incomplete delivery information supplied by the customer, subject to applicable laws.
10. Delivery Attempts & Uncollected Parcels
Where a delivery cannot be completed, our team may contact the recipient to arrange further delivery instructions or another delivery attempt, depending on the circumstances.
Customers should ensure that the contact information provided during checkout remains accessible throughout the delivery period.
If additional delivery arrangements are required, our customer service team may contact you to discuss the available options.
Where a shipment cannot be completed because of an incorrect address, repeated unsuccessful delivery attempts or an inability to contact the recipient, any applicable redelivery arrangements and charges will be reviewed according to the circumstances and applicable laws.
11. Returns & Refunds
If you wish to return a product, please refer to our Return & Refund Policy for eligibility requirements and instructions.
We accept eligible return requests within 7 days of delivery, including opened and lightly tested fragrances, subject to the conditions stated in our return policy.
Please contact our customer service team before sending any products back, particularly for international returns involving fragrances.
Returns, replacements and refunds are handled in accordance with our published policies and applicable consumer protection laws.
12. Contact Us
If you have any questions about shipping, order progress or delivery, our customer service team is available to assist.
Email: info@seraphinescents.com
Operating Hours: 10:00 AM – 8:00 PM daily (Singapore Time, UTC+8).
We appreciate your trust in Seraphine Scents and look forward to delivering your next fragrance.
運送及配送政策
繁體中文 | English Version ↑
在 Seraphine Scents，我們相信每一款香水都值得以細心及妥善的方式送達顧客手中，正如我們在挑選香氛商品時所投入的用心。
作為一家以亞洲為營運據點的獨立香水零售商，我們為多個指定國際市場的顧客提供服務，包括新加坡、馬來西亞、香港、台灣、澳門及其他支援的配送目的地。
我們致力於從結帳至商品送達的整個過程，為顧客提供可靠、透明及安全的購物體驗。
可配送的目的地、配送方式及適用費用，將於結帳時顯示。
1. 訂單處理
訂單一般會在確認付款後 1–2 個工作天內完成處理。
訂單處理包括訂單核實、商品準備、品質檢查及安全包裝，然後安排出貨。
在公眾假期、促銷活動或訂單量較高的期間，處理時間可能需要延長。
工作天一般不包括週末及公眾假期。
2. 配送時間
我們致力於盡可能迅速及安全地將香水送達顧客手中。
我們已根據配送目的地統一預計送達時間：
| 配送目的地 | 預計送達時間 |
|---|---|
| 所有亞洲國家及地區 | 4–9 個工作天 |
| 其他支援國家及地區 | 7–14 個工作天 |
亞洲國家及地區包括新加坡、馬來西亞、香港、台灣、澳門及其他支援配送的亞洲目的地。
重要提示：以上配送時間僅為預估，並非保證送達日期。
訂單一般會在出貨前經過 1–2 個工作天的處理時間。訂單處理時間與預計配送時間分開計算。
實際配送時間可能因目的地、海關清關、當地配送情況及營運因素而有所不同。
在以下情況下，配送時間可能延長：
- 公眾假期及購物高峰期。
- 海關清關及進口檢查。
- 運輸或物流延誤。
- 惡劣天氣或突發事件。
- 目的地特定的運送限制。
- 訂單量高於正常水平。
如適用，目的地專屬配送資訊將於結帳時顯示，或透過訂單更新通知提供。
3. 運費
運費根據配送目的地及訂單可選擇的運送方式而定。
適用運費將於您完成付款前的結帳頁面顯示。
如有免運費優惠、促銷運費或特別配送安排，相關資訊將於網站或結帳頁面顯示。
我們建議您在完成購買前仔細核對最終訂單摘要。
4. 國際配送
Seraphine Scents 為指定國際市場提供配送服務，但須視乎商品供應、配送資格及目的地特定要求而定。
國際包裹可能需要經過海關清關、遵守進口規定及其他當地要求。
根據配送目的地，您的訂單亦可能涉及：
- 進口關稅。
- 商品及服務稅或其他適用稅項。
- 海關清關費或處理費。
- 當地主管機關徵收的其他費用。
除非結帳時另有說明，否則上述費用不包含在商品價格或運費內，並可能需要由收件人支付。
海關可能檢查包裹，或要求提供額外資料後才准許放行配送。
Seraphine Scents 無法控制海關機關的處理時間或所徵收的費用。
由於香水可能受到運輸或進口限制，不同目的地及商品的配送服務供應情況可能有所不同。
如某項商品無法寄送至您所選的目的地，我們可能與您聯絡，商討可行安排。
5. 包裝及包裹保護
我們會仔細準備每一筆訂單，並妥善包裝商品，以協助保護香水在運送過程中的安全。
我們使用適當的保護性包裝材料，以降低商品在運輸途中受損的風險。
包裝設計旨在保護香水瓶，並減少商品在運輸期間不必要的移動。
雖然我們在準備包裹時會採取合理的保護措施，但包裹仍可能受到運輸途中超出我們控制範圍的因素影響。
如您收到的訂單有損壞，請聯絡我們的客戶服務團隊，以便我們了解情況並提供協助。
6. 訂單追蹤
顧客可以透過我們的專用訂單追蹤頁面查詢訂單進度。
請按照以下步驟查詢：
- 前往我們的訂單追蹤頁面。
- 輸入您的訂單編號。
- 選擇您下單的日期。
- 點擊 View Order Status（查看訂單狀態）。
您可以在訂單確認電子郵件中找到訂單編號及下單日期。
如需進一步查詢訂單或配送情況，請聯絡我們的客戶服務團隊。
7. 訂單延誤或遺失
我們明白顧客希望在預計配送時間內收到商品。
雖然我們致力於符合預計送達時間，但有時可能因營運要求、海關程序、運輸中斷或其他超出我們控制範圍的情況而出現延誤。
如您的訂單已超過預計配送時間，或懷疑包裹遺失，請發送電子郵件至 info@seraphinescents.com。
聯絡我們時，請提供：
- 您的訂單編號。
- 您的下單日期。
- 您的配送目的地。
- 問題的簡要說明。
我們的客戶服務團隊將審核您的查詢，並在適當情況下調查配送情況。
完成調查後，我們將通知您後續安排及任何適當的解決方案。
適用消費者保護法律規定的任何補救措施仍然有效。
8. 包裹或商品損壞
我們會小心包裝香水商品。然而，如您的訂單在送達時已受損，請盡快聯絡我們。
為協助調查問題，如情況許可，請保留商品及原有包裝。
我們可能要求您提供以下資料：
- 訂單編號。
- 外部包裹的照片。
- 內部包裝的照片。
- 受損商品的清晰照片。
- 損壞情況的簡要說明。
這些資料有助我們評估問題並決定適當的處理方式。
根據實際情況，適當的解決方案可能包括更換商品、退貨或退款，並須符合我們的退貨及退款政策及適用消費者保護法律。
9. 錯誤或不完整的配送資料
顧客在下單時有責任提供準確及完整的配送資料。
完成結帳前，請確認收件人姓名、配送地址、郵遞區號及聯絡資料正確無誤。
如您在下單後發現資料有誤，請盡快聯絡我們。
我們將合理努力協助您在出貨前更正地址。
訂單出貨後，可能無法更改配送地址。
如因顧客提供錯誤或不完整的配送資料而需要重新寄送包裹，在符合適用法律的情況下，可能產生額外運費。
10. 配送嘗試及無人領取的包裹
如配送無法完成，我們的團隊可能根據實際情況聯絡收件人，安排進一步配送指示或再次配送。
顧客應確保在整個配送期間，結帳時提供的聯絡方式均可正常使用。
如需額外配送安排，我們的客戶服務團隊可能與您聯絡，商討可行方案。
如因地址錯誤、多次配送失敗或無法聯絡收件人而導致包裹無法完成配送，任何適用的重新配送安排及費用將根據實際情況及適用法律進行評估。
11. 退貨及退款
如您希望退回商品，請參閱我們的 退貨及退款政策，了解退貨資格及申請指示。
我們接受於商品送達後 7 天內提出的符合條件之退貨申請，包括已拆封及經少量試用的香水，但須符合退貨政策所列條件。
寄回任何商品前，請先聯絡我們的客戶服務團隊，尤其是涉及香水的國際退貨。
退貨、更換商品及退款將根據我們公布的政策及適用消費者保護法律處理。
12. 聯絡我們
如您對運送、訂單進度或配送有任何疑問，歡迎聯絡我們的客戶服務團隊。
客戶服務時間：每日早上 10:00 至晚上 8:00（新加坡時間，UTC+8）。
感謝您對 Seraphine Scents 的信任，我們期待將您下一款心儀香水安全送達。