Shipping Policy

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 and Macau.

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 vary according to the destination:

Shipping Destination	Estimated Delivery Time
Singapore	4–9 business days
Malaysia	4–9 business days
Hong Kong	4–9 business days
Taiwan	4–9 business days
Macau	4–9 business days
Other Countries	Approximately 7–14 days

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:

1. Visit our Track Your Order page.
2. Enter your order number.
3. Select the date your order was placed.
4. Click View Order Status.

Track Your Order

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.