Are all your products genuine?
Yes, we verify our products with 100% authenticity. We never sell anything other than authentic brand items on our website. We obtain products across the world, so products sold in different countries under the same retailer may appear differently.
How do I find the status of my order?
Your account log-in gives you easy access to all orders and tracking information.
How will I know when my order is shipped?
After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.
Why aren't I receiving responses to my emails?
Please note that we endeavor to answer all English e-mails within 24-48 hours. If you have not received any reply within this time, please check the following:
Will there be any taxes/customs duties?
It depends on the destination; we ship to over 190 countries worldwide. In the event that you are charged VAT or any additional customs taxes when your order is delivered, we will reimburse you for your expense. We are not obligated to cover these tax costs, however we believe the future is all about access and affordability: when, where and how you want it. To be reimbursed for your expense, please collect your package, pay any taxes and keep the receipt. You can then submit a claim through our website and we will refund the amount of the charge. All refund claims must be made within 6 months of your order date.
What is the deal with free shipping?
We offer free shipping without the minimum purchase total required by many other companies. There are 2 notable exceptions. To minimize company losses from overselling our most competitively-priced products, we have no other choice but to assess a 100 RMB fee for all orders from China. The second, due to international postal regulations, requires us to charge $10 shipping or 10% on purchase total (depending on country) on all fragrance-only orders. To apply for free shipping in such cases, simply add a non-fragrance item to your order.
Why is there a charge for shipping fragrances?
Currently, fragrances must be shipped according to unique protocol that enables us to comply with international postal regulations. Unfortunately, this greatly increases our shipping costs, and we currently have no better alternative but to charge $10 shipping or 10% on purchase total (depending on country) on all fragrance-only orders. To apply for free shipping in such cases, simply add a non-fragrance item to your order.
How long will it take to get my order?
After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number. Orders are shipped within 24 hours after the order has been placed. Major cities take 5-8 days while other destinations take 9-14 days. Your account log-in gives you easy access to all orders and tracking information. In case of a delay, most are due to customs checks or delivery attempts where the recipient was not home to receive the package.
What if my order hasn't come after 14 business days?
If you have not received your order after 14 business days please contact us at: firstname.lastname@example.org. Remember to include your order number in all correspondence with us to ensure timely follow-up.
What shipping company do you use?
Varies depending on country and each country may have multiple shipping companies that we may use. Customers can track their shipping by inputting their Tracking ID into track.aftership.com which will show the logistics provider and where the package is.
What happens if I'm not satisfied with my order?
Currently we do not allow changes to be made to any order once the checkout button has been clicked.
Any problems with items you receive must be reported at email@example.com within 10 days of receipt. We guarantee a money back refund without question if you are dissatisfied in any way. Items must be returned in the original condition in which they were received. Returned items will be refunded using the same method used to make payment for the order. Return postage will only be reimbursed in case of damaged, defective or incorrectly sent items, and will be credited using the same method used to pay for the order. Please note that fragrances and home scents CANNOT be returned under any circumstances due to international aviation restrictions.
Why should I sign up for an account?
As a registered customer you receive the following benefits:
Is my information secure?