Frequently asked questions
We have gathered the answers to the questions you ask us most often. Can’t find your question? Get in touch: we usually reply within one working day.
Orders and payment
How do I place an order?
Choose a product and size, add it to your basket and proceed to checkout. You’ll fill in your delivery details, select a shipping method and pay online: the whole thing takes just a few minutes and you don’t need to create an account.
Which payment methods do you accept?
Payment card (Visa, Mastercard), Apple Pay, Google Pay and other methods offered at checkout. Payments are processed by the secure Stripe gateway; your card details never reach us. You’ll find the details on the Shipping and payment page.
When is the payment taken?
Immediately when you complete your order. As soon as we receive the payment, we confirm your order by email and start preparing it for dispatch.
I have a discount code. How do I use it?
In the basket you’ll find a field for your discount code; once entered, the discount is applied to the total straight away. Codes cannot be combined and some have a minimum order value.
Can I cancel or change my order?
If we haven’t dispatched it yet, let us know as soon as possible at our contact email: we’ll cancel or amend the order. Once it has been dispatched we can’t stop the parcel, but you can decline delivery or return it within 14 days.
Shipping
What are the shipping options and prices?
Packeta – home delivery (€4.90) and free personal collection. On orders over €65.00 shipping is free automatically.
How quickly do you deliver?
We usually dispatch in-stock items within one working day; Packeta then delivers within 2–4 working days in Central Europe, longer for more distant destinations. Fragrances from the configurator are blended to order and usually dispatched within 1–2 working days of receipt of payment.
How do I find out where my parcel is?
On the Order tracking page just enter your order number and email. We’ll also let you know by email when it’s handed to the carrier.
Returns and complaints
Can I return goods?
Yes, without giving a reason, within 14 days of receipt. The exceptions are a perfume whose protective seal, film or cellophane you broke after receipt (it cannot be returned for hygiene reasons) and a perfume mixed in the configurator to your brief. A perfume whose packaging is intact can be returned. The exceptions and the step-by-step procedure are described in our complaints policy.
How do I claim for faulty goods?
Email us at our contact email with your order number, a description of the fault and ideally a photograph. We’ll handle the complaint as quickly as possible, within 30 days at the latest.
When will I get my money back?
When you withdraw from the contract we refund your payment within 14 days of receiving the returned goods, using the same payment method you paid with.
Our perfumes and sizes
Who makes your perfumes?
SENTORA perfumes are our own fragrances: we blend and fill them ourselves, in small batches, and we stand behind the quality of everything we ship. Read more about our approach on the Our story page.
What sizes do you offer?
We offer most fragrances in 5 ml, 10 ml, 50 ml and 100 ml. The smaller sizes are ideal for trying out or for travel: you get to know a fragrance before investing in a full bottle.
How should I store a fragrance so it lasts?
In a cool, dry place away from direct sunlight; a bathroom isn’t ideal because of the temperature swings. A properly stored perfume keeps its character for years.
Custom perfume configurator
How does the configurator work?
In the configurator you build your own composition from our fragrances, choose a size and we blend the perfume exactly to your brief. You see the result as you go on a 3D preview of the bottle.
In which sizes can I order a custom perfume?
We blend custom mixes in travel sizes of 5 ml and 10 ml, the ideal format for confirming that the composition suits you.
Can I return a perfume from the configurator?
Fragrances from the configurator are blended to order according to your brief, so the right of withdrawal doesn’t apply to them (Section 1837(d) of the Czech Civil Code). However, if one arrives damaged or doesn’t match your brief, your rights arising from defective performance apply in full.
