How long will it take for my order to be processed?

Orders are processed within 1–2 business days (Mon–Fri, excluding public holidays). Orders placed after 12:00pm NZT are processed the next business day.

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Can I cancel or change my order?

If your order has not yet been fulfilled, please contact us as soon as possible. Once we confirm the cancellation, your refund will be processed within 10 business days.

If your order has already been shipped or delivered, please do not open the parcel. Email us and we’ll help organise a return.

For change-of-mind returns, shipping fees will apply. Unfortunately, we cannot accept returns if the parcel has been opened.

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Can I add something to my order after it’s placed?

We’re unable to add items once an order is confirmed. You’ll need to place a new order for any additional products.

In some cases, we may be able to combine shipments if your order hasn’t been dispatched yet. Please contact us as soon as possible with your order number, and we’ll let you know the best way forward. If your order has already been shipped, you’ll need to place a new order for additional items.

Please note: This may delay processing, so allow extra time for your order.

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I received the wrong item — what should I do?

We’re so sorry about the mix-up! Please contact us using the form above and include your order number. Have photos of the item and packaging ready so we can quickly verify the mistake and make it right for you.

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How do I know if my order went through?

You’ll receive a confirmation email after placing your order. If you don’t see it, check your spam folder or contact us to confirm.

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I haven’t received my order confirmation — what should I do?

First, check your spam or promotions folder. If it’s not there, it’s possible an incorrect email was entered at checkout.

Please contact us with your full name and the address you used for the order. We’ll locate your order, update your email if needed, and resend the confirmation.

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What if I don’t know which scent to choose?

No problem! Here are a couple of ways to make it easier:

Start by checking the notes of your favourite perfumes and compare them to the ones in our range. This will help you find scents with a similar profile.

You can also explore our collections — organised by gender, categories like New Arrivals, and unique perfume accords.

Still unsure? Try our Perfume Sample Pack — you choose 5 scents you’re curious about, and we’ll include a bonus 6th one for free. It’s the perfect way to explore before committing to a full-size bottle.

OUR SHIPPING POLICY

How much is shipping?

Shipping costs depend on your location and preferred delivery method:

• Residential – No Signature: $7.00
• Residential – Signature : $8.50
• Rural – No Signature: $13.50
• Rural – Signature Required: $15.00

Orders over $100 NZD ship free anywhere in New Zealand.

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How long does delivery take?

Once dispatched, delivery usually takes:

• Urban: 1–2 business days
• Rural: 3–5 business days

(Delays may occur during peak times or due to courier demand)

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Do you ship outside of New Zealand?

Not at the moment — we currently only ship within New Zealand.

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How do I track my order?

You’ll receive a shipping confirmation email with your tracking number as soon as your order has been dispatched. If you haven't received one after 2 days of placing your order get in touch with us on the above contact form.

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I entered the wrong address — what should I do?

• If your order is still processing, contact us immediately with your order number and correct address using the contact form above.

• If it’s already with NZ Post, you’ll need to request a redirection through their tracking tool (fees may apply)

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My order hasn’t arrived yet — what should I do?

First, check your tracking link for updates. If it’s still unclear, contact NZ Post directly. If you’re still having issues, reach out to us with your order number using the contact form above and we’ll help guide you.

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What if my parcel is damaged, missing items, or says delivered but I didn’t receive it?

Please lodge a claim with NZ Post via their Parcel Assistance form. We’ll support you through the process if you need help just get in contact with us on the above contact form.

OUR RETURN & REFUND POLICY

Can I return or exchange my perfume?

Because our perfume oils are personal-use products, we cannot accept returns or exchanges for change of mind or incorrect orders, except where required by the New Zealand Consumer Guarantees Act (CGA).

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What products cannot be returned?

• Samples
• Limited editions
• Personalised items
• Sale items
• Gift cards

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When can I request a return or refund?

You can request a return or refund under the CGA if:

• Your order arrives faulty or damaged
• You receive the wrong items
• There are delivery issues

If your order was damaged during shipping, we can also help you make a claim with the carrier.

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How do I request a return?

Contact us at info@secretscents.co.nz within 14 days of receiving your order. Include:

• Photos of the fault or damage
• Proof of purchase (order number or receipt)
• Details of the issue

We’ll review your request within 3 business days and let you know the best solution: a refund or replacement.

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What happens if my return is approved?

• Products must be returned in their original packaging
• You’ll receive a return label, and we’ll cover shipping
• You may receive a full or partial refund, or a replacement

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Shipping fees

• Original shipping fees are non-refundable
• Extra charges may apply for redelivery; we’ll advise you first

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Processing times

• Refunds: 5–10 business days
• Replacements: 3–5 business days

Refunds go to your original payment method; allow extra time for your bank.

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My product is faulty. What are my rights?

We fully respect your rights under the New Zealand Consumer Guarantees Act (CGA) and will provide a remedy if your product is faulty or not as described.

Eligibility

This offer is available to customers who have made a purchase with Secret Scents and have received a promotional discount card.

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Offer Details

Receive $5.00 off your next order with a minimum spend of $50.00 NZD (before shipping).

Discount applies to all full-priced products.

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Redemption

Valid for one use per customer.

Discount applies once per order.

Cannot be combined with any other discounts, offers, or promotional codes.

Redeemable online or in person—simply present your discount card at our stall.

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Limitations

Discount cannot be used on gift cards, sample bundles, or sale items, unless stated otherwise.

Cannot be combined with other promotional offers.

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Validity

Offer is active from the date of issue.

Code must be used within 90 days of receiving the discount card, unless otherwise stated.

Offer is non-transferable and holds no cash value.

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Refunds & Exchanges

If items purchased using this discount are returned, the discounted portion will not be refunded. Only the amount actually paid will be refunded, in accordance with our return policy.

Do you have a physical store?

We don’t have a physical store at the moment, but you can often find us at local markets around Auckland. Follow us on social media to see where we’ll be popping up next!

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Do you offer wholesale or bulk orders

We don’t currently offer wholesale pricing, but we’re always open to hearing proposals. If you’d like to discuss bulk orders, please contact us with your ideas. We’ll review your request and get back to you within 3 business days.

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What sizes do the perfumes come in?

1ML‎‎ ‎ ‎ ‎•‎‎ ‎ ‎ ‎SAMPLE

(0.03oz) This size is ideal if you're wanting to explore a new signature scent before committing to a full bottle.

Bottle Dimensions: 3.98cm x 0.90cm

10ML‎‎‎‎ ‎ ‎ ‎•‎‎‎‎ ‎ ‎ ‎ROLLER

(0.33oz) These bottles are perfect for everyday use, featuring a sleek glass design with a convenient roller applicator.

Bottle Dimensions: 8.54cm x 1.99cm

30ML‎‎‎‎ ‎ ‎ ‎•‎‎‎‎ ‎ ‎ ‎REFILL

(1.01oz) This option caters to those who desire more perfume oil. Equipped with a convenient drip applicator, it provides 3 effortless refills for your 10ml roller bottle as needed. Alternatively, the dropper allows for precise application directly onto your skin.

Bottle Dimensions: 10.08cm x 3.31cm

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What are perfume notes?

Perfume notes refer to the different layers or stages of fragrance that unfold over time after the perfume is applied. They are categorised into three main types: top notes, middle notes, and base notes. Here’s a breakdown of each:

⇡ T O P   N O T E S
These are the initial impressions of the perfume that you smell immediately after application. They are typically light and refreshing.

⇠ M I D   N O T E S
Middle notes are the main body of the scent and are more rounded and balanced compared to top notes and provide character to the perfume.

⇣ B A S E   N O T E S
Base notes are the final impression of the perfume. These notes are rich, intense and linger longer.

Understanding these layers helps you appreciate the depth of a perfume and choose scents that suit your mood, occasion, or season.

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What ingredients are in your perfume oils?

Our perfume oils are made using Dipropylene Glycol (DPG) — a high-quality pharmaceutical/cosmetic-grade carrier oil. DPG is commonly used in fragrance and skincare because it helps essential oil blends stay gentle, long-lasting, and safe for direct skin application.

Many pure essential oils can be irritating when applied neat, so DPG ensures everything is diluted to a safe, wearable level.

To create each fragrance, we use a carefully measured blend of high-quality fragrance components (which can include natural essential oils, aroma compounds, and accords) to recreate the designer-inspired scents you know and love.

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Do you have [Perfume Name] available?

We’re always expanding our collection! If there’s a fragrance you’d love to see, let us know here on this google form. While we can’t guarantee availability, we keep a list of popular requests for possible future launches.

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How can I keep up to date with Secret Scents?

The best way is by joining our Secret Society! You can follow us on:

• Facebook
• Instagram
• TikTok

Or, sign up to our mailing list below and you’ll be the first to hear about new drops, restocks, and exclusive promotions.