Help
Help, delivery and returns
Answers to the questions we are asked most. If yours is not here, message us.
Common questions
How long does an order take to be shipped?
Orders can take up to 10 working days to be shipped. If you would like us to escalate an order, message us on WhatsApp or email orders@thescentedcandlestore.com with your order number.
How do I track my order?
Your Scentsy order confirmation email has your order number. Ask Amber, our website assistant, to check it, or message us on WhatsApp with the number and we will look.
My item arrived broken or faulty. What should I do?
We are sorry. Please email orders@thescentedcandlestore.com with your order number, the name of the item and photos of the damage and the box and packaging, and keep everything until we have replied.
My parcel says delivered but I have not received it.
Please check with neighbours and any safe place, and look at the courier’s delivery photo if there is one. A parcel can still turn up by the end of the next working day. If it does not, message us on WhatsApp with your order number.
Something is missing from my order.
Please check whether your order came in more than one parcel. If not, email orders@thescentedcandlestore.com with your order number, what is missing and a photo of what arrived and the delivery note.
Can I change an order I have already placed?
We cannot always change an order once it is placed, as Scentsy processes orders quickly. Please contact us straight away on WhatsApp or by email with your order number.
What is your returns policy?
There is a 14-day money-back guarantee, with a full refund including standard delivery, and customers pay the return postage. There is also a 30-day exchange. To start either, email orders@thescentedcandlestore.com.
Scentsy Club
If you reorder the same things regularly, Scentsy Club means you never run out. Your favourites arrive every one, two or three months, and you can skip or change a delivery up to 10 days before it is processed.
Club orders of £40 or more get 10% off, and at £80 you can add a second item at half price. Delivery is £6 a shipment. Scentsy sets these and they can change, so the Scentsy Club page always shows what is current.
What customers say
Rated 4.8 out of 5 on Trustpilot
Excellent, from 219 reviews. Here is what a few customers said about our service.
“When I had a query regarding delivery they were very helpful, very quick to get back to me and super polite!”
Angie, June 2026
“Prompt service with regular updates”
Hilary, August 2026
Read all our reviews on Trustpilot
Score and reviews as shown on Trustpilot on 19 October 2026.
Still stuck?
We would rather help than have you guess.
— Alan & Jason
The Scented Candle Store
The Scented Candle Store is run by Alan & Jason, Independent Scentsy Partners.