Are the prices inclusive or exclusive of VAT?
– All prices include VAT.

Do you have a scent list?
– Yes, in alphabetical order and it can be downloaded here .

What are the shipping costs?
– We charge the following rates for shipping incl. VAT & packaging costs throughout the Netherlands:

• Letterbox mail up to 54 melts or up to 15 bottles of diffuser oil € 4.95    PNL
• Parcel post incl. track & trace up to 20 kg €6.95    PNL/DHL
• Collection by appointment Free   (see below: I would like to collect my order, how does this work?)
  

– For shipping up to 30 kg incl. VAT & packaging costs abroad we charge the following rates:

• Letterbox mail up to 20 melts or up to 5 bottles of diffuser oil         Belgium          € 10.55    PNL
• Parcel post incl. track & trace up to 20 kg Belgium € 9.75    DHL
• Letterbox mail up to 20 melts or up to 5 bottles of diffuser oil Germany € 10.55    PNL
• Parcel post incl. track & trace up to 20 kg Germany € 9.45    DHL Europack
• Letterbox mail up to 20 melts or up to 5 bottles of diffuser oil Luxembourg € 10.55    PNL
• Parcel post incl. track & trace up to 20 kg Luxembourg € 14.25    DHL
• Letterbox mail up to 20 melts or up to 5 bottles of diffuser oil England € 10.55    PNL
• Parcel post incl. track & trace up to 20 kg England € 15.25    PNL
• Collection by appointment Free   (see below: I would like to collect my order, how does this work?)

The shipping costs are calculated automatically and are visible in the shopping cart. VAT and packaging costs are included and included in the total amount. The amount on your package is therefore slightly lower than the calculated costs.

Which company will deliver my order?
– We work together with  Post.NL  and DHL. To relieve the burden on the environment, we recycle packaging materials where possible .

Do you also ship abroad?
– We currently ship to: Belgium, Germany, Luxembourg and England. For rates see above: What are the shipping costs?

Is it possible to have my order shipped to a different address?
– You can have your order sent to another address, for example a gift, your own order to your work address or delivered to a DHL service point/parcel shop nearby. You can enter the correct information during the payment process.

I have placed my order, when can I expect it?
– After receiving your payment, we aim to ship your order within 24 hours.

Will I receive a shipping confirmation?
– Yes, you will receive an email with a confirmation of shipment.

I would like to collect my order, how does this work?
– When completing your order, you can indicate in the payment process that you will collect the order. The shipping costs will then be deducted from the total amount. As soon as your order is ready you will receive a confirmation email. An appointment will then be made in consultation.

What payment options do you offer?
– We currently offer the following payment options*:

• Ideal
• Transfer in advance (shipping takes place after receipt of payment)
• Payment upon collection (cash and exact change) or via payment request.

* Expansion is planned

Where can I view/download the general terms and conditions?
– Our general terms and conditions can be found in the menu under ‘ contact ‘.

How can I exchange or return individual items?
– Of course we hope that you are satisfied with our products, but if you still want to exchange or partially return an item, please download our ‘returns form’. You can find this in the menu under ‘CONTACT‘. Please complete this, save it and then send it to us viacustomerservice@softscents.nlstating Return. 

Please note: You can return your products up to 14 days after purchase. We only accept returns of products in undamaged condition. This means that the original packaging may not have more than the necessary minimum opening damage. Our products must not have been used and the warranty seal on the bottles must still be intact. The principle that applies to all products is that you may only inspect the product as you would in the store. The consumer bears the return and/or shipping costs. If you would like to see the product before purchasing or determine a scent, we offer the option to make an appointment. Please contact us via thecontact formor via email info@softscents.nl

How can I exercise my right of withdrawal on the entire purchase?
– Of course we hope that you are satisfied with our products, but if you still want to cancel an order, please download our ‘withdrawal form’. You can find this in the menu under ‘ CONTACT ‘. Please complete this, save it and then send it to us via customerservice@softscents.nl stating Return. 
 
Please note: You can return your products up to 14 days after purchase. We only accept returns of products in undamaged condition. This means that the original packaging may not have more than the necessary minimum opening damage. Our products must not have been used and the warranty seal on the bottles must still be intact. The principle that applies to all products is that you may only inspect the product as you would in the store. The consumer bears the return costs (see our general terms and conditions). If you would like to see the product before purchasing or determine a scent, we offer the option to make an appointment. Please contact us via the contact form or via email info@softscents.nl 

Where can I report a complaint?
– We do our best  to process all orders quickly and accurately, and to provide good service.
We naturally hope that your experience with us is positive and that you are satisfied with our products and services. If this is not the case, you can use our complaints procedure.
Because we attach great importance to good service, we would like to hear your experiences about our products or services. Please do this as soon as possible, as a complaint is legally justified if it is made known within two months of discovery. This also applies in the event that the delivered product does not meet the properties that you could expect on the basis of the purchase agreement.

You can report your complaint by  sending an email to customerservice@softscents.nl stating complaint. 
Every complaint will be treated seriously and confidentially. After submitting a complaint, it will  be answered within 14 days.

How is privacy-sensitive data handled?
– Within the standards of the law, your data will not be provided to third parties without permission, unless necessary for processing the order or the tax authorities’ retention obligation.

Can I use the photos on the softscents.nl and softscents.eu sites?
– With the exception of the photos that serve as a scent indication for the melts and the diffuser oil (these have been carefully selected via, among others, various image banks license free and Google search royalty free, credits to: <a href=”https://www.freepik.com/ free-photo/mix-of-colors_946205.htm”>Designed by Freepik</a> ) it is not permitted to download, copy or use photos from softscents.nl and softscent.eu for other purposes without written permission on data carriers.

Can I use the texts on the sites of softscents.nl and softscents.eu?
– No, it is not permitted to copy texts from softscents.nl and softscents.eu without written permission and to use them for other purposes.

Would you still like to use photos or texts from the site? Please contact us by email: contact@softscents.nl to see what the possibilities are.