FAQ

While we ensure that your shopping experience is unparalleled and seamless, we're always here to help you out. Are you in doubt with our Returns policy or Delivery time? All questions and more will be answered here. If your questions are still unanswered, you can give us a buzz or shoot an email any time and we'll respond at the earliest.

Are my Scentras machine washable?

We highly recommend hand washing Scentra Shoes in cold water with a gentle detergent and mild pressure. You can let sun dry your pair. We do not recommend putting Scentra Shoes in the dryer under any circumstances. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the shoe.

How do I return my product?

We are glad that you shopped with us and we thank you for trusting in our product. Team Scentra assures you hassle free Exchange. If you are not satisfied with size and the color of your pair, you can request an exchange in different size/color within 15 days of buying your pair. Exchange is subject to availability of stock. However, return or refund against is not available.
Refer to exchange policy for further information.

What do I ensure if I wish to return/exchange the product?

Exchanged item must conform to our exchanged policy: ● Your returned item must arrive at the Scentra store it was ordered from no later than 14 days after you have received it. After this time we cannot guarantee that the exchange will be accepted; We strongly recommend that you book your exchange pick-up within 7 days of receiving your order to ensure that it arrives at the partner boutique or brand store within 14 days. Please contact customer services if you have any queries relating to this;
● Please note we can only collect returns from the same country to which your order was delivered. If you have returned an item from a country other than your delivery country, you might have to pay additional import duties. We strongly advise that you do not do this and instead use our free returns collection service;
● Once your return has been received and complies with our returns policy, we will ship the product that has been selected for exchange;
● We strongly advise all customers to check product thoroughly upon delivery before removing any attached tags and before disposing of any original packaging;
● Items must be returned unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box;
● If the item comes with a security tag this must be left on. If the security tag is removed then the returned item will not comply with the returns policy and will not be exchanged;
● We recommend that you return items in their original packaging to ensure the necessary protection when in transit;

How do I get it exchanged?

Book a free exchange pick-up. Scentra offers a free collection service to all customers with in India. You have 14 days from receiving your order to return an item. To ensure that it arrives back in good time, we strongly recommend that you book your free exchange pick-up within 7 days of receiving your order. Please note, we can only collect exchange package from the same country your order was delivered to. Give us a call or drop us an email. We will take it from there What happens next?
1. Place any unwanted items, including all original packaging inside the protective Scentra box
2. Attach the Documents shared over email by customer service team

What should I do if I miss my delivery?

We understand that you can't wait at home (or office - whatever your delivery address is) right from the time you've placed the order till it's delivered to you. We will make three attempts to deliver the order to you; each attempt on a consecutive day.
So, in case you've missed the order delivery-
First thing to do: Don't Worry!
Second thing to do: Give us a call or write to us and we shall take care of it.

Can I Gift-Wrap a product for someone?

That's a nice thought! We can gift-wrap a product for you at Rs.100/- per order. To ensure that the recipient doesn't pay for their own gift, we insist that for a gift wrapped order, the mode of payment would have to be online. If you want to have each product packed separately, we recommend that you place an order for each product individually.

How can I track my order?

We love talking. So can call us and our customer care team will be happy to update you.