FAQs
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
For exchange requests, please allow 5-7 business days for processing after we receive your returned item. We'll notify you once your replacement item has been shipped.
Orders & Payments
1. What payment methods do you accept?
We accept Cash on Delivery (COD), Bank Transfer, EasyPaisa, and JazzCash for all orders.
2. Is partial prepayment required?
Partial prepayment of 20% is required for orders above PKR 10,000 and for all customized candle orders.
3. Can I modify or cancel my order?
You may modify or cancel your order before or during the order confirmation call. Once your order is confirmed, no changes or cancellations can be made.
4. How do I order customized candles?
For customized candles, please place your request via DM or email with all necessary details.
A 20% prepayment is required, and please note that customized orders cannot be cancelled or changed once confirmed.
Shipping & Delivery
1. Is delivery free?
Yes, we offer free nationwide delivery on all orders.
2. What's the delivery time?
All orders are delivered within 5-7 working days after order confirmation.
3. Where do you deliver?
We currently offer shipping nationwide across Pakistan only. International shipping is not available.
Product Care & Usage
1. How long do your candles last?
Our candles have a shelf life of 3-4 months when stored in cool, dry conditions.
Burn time varies between 40-60 hours depending on the candle size.
2. How do I care for my candle?
For best results, always trim the wick to ¼ inch before lighting and allow the wax to melt fully across the surface during the first burn. Keep candles away from direct sunlight.
3. How long do reed diffusers last?
Our reed diffusers typically last 2-3 months. For optimal fragrance, flip the reeds weekly.
Return & Exchange
1. What's your refund policy?
We do not have a refund policy.
2. What's your exchange policy?
We offer a 7-day exchange policy (no refunds) for unused, unopened products in their original packaging.
Exchanges are only available for the same product type in a different fragrance.
Customized candles and sale items cannot be exchanged.
3. How do I request an exchange?
To request an exchange, please email info@thescentchapter.com within 7 days of delivery with your order number, photos of the unopened product, and your preferred exchange item.