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Queries

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.

  • Are my Scentras machine cancellation?

    Have you ever made a decision and wished you could’ve taken it back? We totally get that! Scentra has a pretty flexible cancellation policy where you can cancel an order and don’t have to worry about any extra charges whatsoever.

  • Can I cancel my order?

    Yes! Cancellation is possible only before the product has been shipped. In case of free delivery, we request you to place a cancellation request with 24 hours of placing your order. However, in case of express or one-day delivery, cancellation request is not available.

  • What are the steps to be followed to cancel my order?

    Give us a call or write to us. We'll help you out..

  • How will I receive my refund after cancellation?

    In case the payment is made online, the amount will be credited in your Scentra account in equivalent points, which can be used for future orders.

  • How long will it take to receive my refund after cancellation?

    If the order has just been placed and has not been packed or shipped yet, we will be able to process the refund immediately after cancellation. This might take 2-3 days to reflect in your Scentra account, But that’s just the maximum time we’re stating. It can happen way faster as well!

  • Why was my order cancelled by Scentra?

    It is never our intention to cancel an order proactively. Anything less than the ‘Best Customer Experience’ is unacceptable.
    If an order is cancelled after confirmation, it might be for the following reasons:
    1. The product might have been the last in stock and might have failed our stringent quality check before packing.
    2. There might have been some inaccuracy in the pricing structure compared to the actual MRP tags.
    3. The product might not have actually been available in stock in real time when the order was placed on the website.

    If you need more details, you can always reach out to us over an email or call and we’d be happy to sort things out for you.

  • Can I use the same promo code that I used for my cancelled order, while placing the next order?

    Unfortunately, you cannot use the same promo code for your next purchase.

  • Does Scentra assure of complete refund against my cancelled order?

    Cancellations are not a very happy thing for us. But, we understand our customers and promise to refund the complete amount in store credit points, that can be used in your next shopping with Scentra.

  • Is partial cancellation of an order allowed?

    You bet! Partial cancellations are possible on Scentra. You can cancel an order partially as long as the order has not been shipped out.

  • How can I cancel a return?

    We never say Never! Let's explore the possibility of this together. Give us a buzz!.

  • What would be a valid reason to cancel my order?

    There is no such thing as a ‘valid’ reason. All reasons for cancellation provided by our customers are valid for us. If you don’t want the order, you don’t need to pay for it. We completely understand; with a smile on our faces!

  • How long will the delivery take?

    It’s really quick! All your orders will be dispatched within one working day of placing the order. Although we want to hand you the product within a minute, depending upon your address, the delivery time might vary between 2-8 working days. That still won’t stop us from trying to get you your order faster. Sometimes, delivery time is subject to factors beyond our control, including but not limited to, unexpected travel delays from our courier partners due to weather conditions or any political disruptions or strikes. You will have to pardon us for such occurrences. We advise you to get in touch with our customer care team if any unexpected delay happens. We understand that sometimes you just can’t wait. So we also have option of Express Delivery, in which you will receive product in 2-4 days.

  • How can I track my order?

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

  • Will I have to be personally present to receive my order?

    We recommend that you receive the order yourself to ensure complete satisfaction. In case you are not present, the parcel will be delivered to the person available. For security and validation, the signature of the receiver will be taken at the time of delivery.

  • 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 change my delivery address or mobile number once the order has been placed? Unfortunately, that is not possible at the moment, since the system would have already passed the mobile number and address to our warehouse to pack and ship your product. That being said, we never say never! You can always cancel the order before it has been shipped and can place a new order. Don’t worry, there are no cancellation charges.

  • Why is the Cash on Delivery (COD) option not offered in my location?

    Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted. This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit which is decided by our courier partners. Hence, we request you to always enter your pin code to check the availability of COD in your area. Alternatively, may we suggest an alternate form of payment? Perhaps a Credit Card, Debit Card, or Net Banking. We are not saying that this will be permanent; your pin code might be COD- enabled in the future. Do check!

  • Do you deliver everywhere in World?

    That’s the big dream and we’re sure we’ll achieve it soon! We strive to deliver to all the parts of world. At the time of shopping, please check if your pin code is covered by our Logistics Partner. If not, we would request you to provide an alternate shipping address or call us, we will help you out with a solution.

  • I have ordered for more than one product. Will I receive all products together?

    We understand that each product is special for you, and at Scentra we try our best to deliver all the products together. However, this might not always be the case due to operational challenges.

  • Do you deliver internationally?

    Yes, most certainly. But there will be some addition charges involved.

  • What delivery carriers do you use?

    At Scentra, we strive to make each shopping experience outstanding and enriching. Hence, we partner with the best in the industry. We use the delivery services of Bluedart and Fedex.

  • Are your products genuine?

    You bet! We make sure that our products are 100% Genuine. Along with that, we take each product through a multiple-point quality check before shipping it out to you. That’s the last thing you need to worry about! ☺

  • I need a copy of my invoice for my order placed with Scentra. How do I go about with it?

    We ship all packages with an invoice that can be found along with the product. If after receiving the package, you need another invoice, give us a buzz and we’ll email you a soft copy.

  • What are the various modes of payment at Scentra?

    You can pay using Credit Card, Debit Card, or Net-banking option. All these are prepaid methods of placing an order, which will give you an additional 10% discount. You can also place an order using "Cash on Delivery" method. All payment methods depend on your pin code, so please ensure that you check your pin code to find out the available methods of payment over there.

  • What does “Cash on Delivery” mean?

    We understand that you might want to pay for an order by cash. That’s why we’ve got a very convenient option where you can pay at your doorstep before receiving the package and signing the delivery sheet.

  • Will I have to pay for any hidden costs like sales tax, OCTROI, etc…?

    You should not be asked to pay anything extra for the order. Only whatever is mentioned on the invoice can be paid. Please let us know if you’ve been bothered otherwise.

  • How much will the shipping cost me?

    Scentra delivers all regular orders within India at no extra cost to you.

  • What if I hit the Refresh/Back button while processing a payment?

    Our payment gateways are extremely secure and any payment that does not come to us through the gateway gets kicked back to your source bank account. Usually, this happens within a 24-hour window. You can check with your bank for confirmation.

  • What if the amount got debited from my side but I did not receive an Order ID?

    We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Give us a buzz and we'll sort it together..

  • For Cash-on-Delivery orders, can I check the package before making a payment?

    We encourage you to avoid accepting any package if it is in a tampered state. However, our courier person will hand over the package to you to open only once the payment has been made.

  • What is a CVV number? How do I find it on my card?

    CVV is an anti-fraud security feature to help verify that you are in possession of your credit card. For Visa/MasterCard, the three digit CVV number is printed on the signature panel on the back of the card immediately after the card number. For an American Express card, the four digit CVV is printed on the front, right above the card number.

  • Can I Gift-Wrap a product for someone?

    That's a nice thought! We can gift-wrap a product for you at Rs.35/- 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.

  • What is your returns policy?

    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 partner boutique or brand 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;

    ● Any gifts received must also be returned along with the product

  • 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
    3. Handover the package along with documents.

  • What if I don’t like the product as soon as it is delivered? Can I return the product to the courier person?

    Please don’t do that! We have a very flexible policy where you can get an exchange pick up request placed absolutely free of cost. Our courier partners are instructed to not accept a package as a return while performing a package delivery.

  • Is there an option where I can try the product and then decide to buy it?

    Currently we have an option exclusively for our Delhi NCR customer to try before they actually buy the product. So you can call and we will send the executive with your selected pair.

  • Can I exchange a product for another product on the website?

    Yes, certainly. Call us and we will help you with it.

  • Will I be charged for the exchange?

    If we’re picking up the product, it’s on us. You won’t have to pay anything.

  • Are there specific conditions under which the product returns/replacements may be rejected?

    To guarantee you the best service, we have a very convenient exchange policy from the time the product gets delivered to you. But there are some conditions, which might cause an exchange to get rejected. Refer to following points:

    ● Your returned item must arrive at the partner boutique or brand 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;

    Any gifts received must also be returned along with the product

  • Do I need to return the product in its original box/packaging?

    Yes, it's important that the product is sent back in its original packaging, with original manufacturer tags, including the box, and all other items originally included with the product(s) delivered (including any free or complimentary items). Not doing so might result in the Return getting rejected.

  • Do I have to return the whole order?

    Not at all! You do not need to return the whole order.

  • What do I do if I change my mind after processing a return and want to retain the product?

    Please give us a call and inform us. We would be more than happy if you would want to keep your purchase ☺

  • Will you refund the courier charges if I send the product back to you at my cost?

    Absolutely! We will provide an additional refund of Rs.150/- as store credits in case you have shipped the returned product to us by yourself.

  • How can I get in touch with you?

    We are available to assist you throughout the week. You can reach out to us at +1800 3010 4777or email us at customercare@scentra.com for any queries, requests, complaints or just to say Hi!

  • Is my personal information secure? How can I edit my personal info?

    It is absolutely secure, don’t you worry! We ensure that the data you have entered is strictly confidential. It’ll just help us understand you better so that we can provide you better services in the future. To edit your personal info, you can visit “My Account” to make the changes you want.

  • What is Store Credit?

    Store Credit is another mode of payment. On every purchase, you get free store credits or under special cases if you returned a product but somehow unable to place order for exchange, the points equivalent to the order amount will be credited to your account. You can know how much store credit you have by visiting the “My Account” section.

  • What is the value of Store Credit?

    1 Store Credit = 1 INR

  • When will my Store Credit expire?

    Never! That’s the day the earth will stand still.

  • I want to load some Store Credit into my account. How do I go about it?

    Unfortunately, there isn’t a way to do that now. But, you can always use other payment methods like Credit Card, Debit Card, Netbanking, or Cash on Delivery.