Frequently Asked Questions
ORDERING & PAYMENT
DELIVERY & RETURNS
I haven't received an order confirmation email. What should I do??
Please send an email to email@example.com or contact our WhatsApp so we can check if your order has been received successfully. Sometimes the confirmation email gets delayed or filtered to the spam folder, but this can be easily resolved..
How do I check my order?
As soon as your order has been shipped, you will receive an email from us with a tracking number and a link to follow the progress. We also have an order tracking page where you can get the latest updates about your package and subscribe to email delivery notifications.
My receipt number can't be used.
We apologize that you were unable to track your order. Don't hesitate to get in touch with us directly at firstname.lastname@example.org or contact us on WhatsApp. We will be happy to check on the status of your shipment.
My payment was not successful. What should I do?
Sorry if your order got delayed, this shouldn't have happened! Please send an email to email@example.com or chat us via WhatsApp and let us know what happened so we can solve it for you as soon as possible.
Is payment and ordering on the Website secure?
Payment processing on our platform is 100%. We pay a lot of attention to the treatment of personal data, we do not keep your credit card information nor can read them as they are directly passed to Stripe.When you browse our website the transaction is 100% secure.
The product I received was wrong / damaged / lost. What can I do?
If you have a problem with an order you received, please don't hesitate to contact our customer service team by phone, sms or email. Please contact our Customer Service number: 082277981818 (Operating Hours: 09.00 - 17.00, Monday - Sunday) or send an email to firstname.lastname@example.org.
My tracking number can not be used.
We apologize that you were unable to track your order. Please contact us directly at email@example.com or chat us via WhatsApp and we will be happy to check on the status of your shipment.
How can I track my order?
You can follow the progress of your order thanks to your "Tracking number" communicated by email when confirming the shipment of your order (sometimes confirmation emails are delayed or filtered to avoid spam, but this should be easy to solve). With this number you will be able to connect to the postal service website and track your parcel. If your Tracking Number does not work you can contact us at firstname.lastname@example.org for more information.
What is the best way to apply perfume?
Yours ! The art of perfuming is quite personal but here are a few tips. Perfume will last longer on the warmest patch of your skin. We can think of your neck, behind your ears or on your wrists. Some people would rather perfume their clothes, it also works! Have you ever tried layering perfumes? You can learn more on how to use perfume here..
How long can I keep my perfume?
Perfumery professionals all agree that a fragrance doesn’t really have a date after which it can no longer be used. However, to ensure a unique olfactory experience for perfume lovers, most fragrance houses choose to include a use-by date on the packaging. Sometimes found on the bottom of the bottle, this date is usually 30 months. There’s no need for perfume addicts to worry: the bottle tends to empty much more quickly than that!You can learn more on how to take care of your perfume here.
What are top, middle, and base notes?
Perfumes are designed according to an olfactory pyramid. When you spray a fragrance, the first elements you notice are the head notes. They’re normally quite sharp and fresh, and will only last a couple of minutes in the air. As they dissipate, you’ll begin to smell the heart notes coming through and they’ll last for 1-2 hours. The scents that last on your skin for the whole day are the base notes. They’ll become part of your daily life.
Are there any synthetic ingredients? Could they be bad for my health?
Our perfumers will always work with the best natural ingredients available but may also use safe synthetics. Some raw materials are too allergenic, and some notes do not exist in nature. Each ingredient has been carefully selected to meet the highest health and safety standards. It is also sometimes wise not to exhaust the reserves of our dear planet and to use a synthetic ingredient that is olfactory very close. Our perfumes are formulated with between 82% and 97% ingredients of natural origin. You can find out more about our clean perfumes right here.