Frequently Asked Questions

Where does NusaScent ship from?

All orders are prepared and shipped from Jakarta, Indonesia.

Do you ship internationally?

Yes. NusaScent offers worldwide shipping to supported destinations.

How long does it take to process my order?

Orders normally require 5–7 business days for processing before shipment.

Will I receive tracking information?

Yes, tracking information will be provided when available after your order has been dispatched.

Who pays import duties and taxes?

For orders to the United States and Europe, applicable import duties are covered by NusaScent where included in our shipping arrangement. For other countries, import duties, taxes, customs charges, and similar destination fees are the customer’s responsibility.

Can I return a perfume?

Yes. You may request a return within 30 days after receiving the item, provided the perfume remains unused, unopened, and in its original sealed condition. Opened products or products with a broken or removed seal cannot be returned.

How do I return an item?

Please contact NusaScent first. We will provide the correct return address and return instructions. Please do not send a return before receiving these instructions.

Who pays for return shipping?

For standard returns, the customer is responsible for return shipping. Original shipping charges are non-refundable.

What if I receive the wrong item?

Please contact us and provide clear evidence, such as photos of the product, packaging, and shipping label. If we verify that NusaScent sent the wrong item, we will take responsibility for resolving the issue.

When will I receive my refund?

Refunds are processed after the returned item has arrived at our designated return address and passed inspection. Eligible refunds are returned to the original payment method.

Can I cancel my order?

Yes, you may request cancellation as long as the order has not yet been shipped. Once dispatched, the order can no longer be cancelled.

What should I do if my package is lost?

Please contact NusaScent as soon as possible. We will help check the shipment and coordinate with the carrier where appropriate.