Frequently Asked Questions

Ordering

  • How do I order at Fragrance.com? Ordering though Fragrance.com is simple. When you visit a product page you can add an item to your basket. Once you are happy with the items you have in your basket you click on the basket icon on the right top of our page. This will take you to your basket page from where you can start the checkout process.
  • How can I use a discount code? If you had a discount code In your email and you followed the link to our site the discount should be applied automatically. In case that you got your discount code in some other way just enter it on the payment page in checkout and hit apply to apply the discount.
  • Do I have to pay additional charges or tax when ordering at Fragrance.com? No, Fragrance.com is a European company registered in the Netherlands and all taxes (VAT/BTW) and duties are paid for and included in the prices that you see on our website. As a customer in the European union, you do not have to pay any additional charges.
  • Can I get gift wrapping? Currently we do not offer gift wrapping in Europe. As we have a highly optimised and automated process we cannot currently offer gift wrapping. We are investigating options to provide this additional service at reasonable cost.

Shipping

  • How long does shipping take? Shopping within the Netherlands takes 1-2 business days. We strive to ship all orders before 20:00 the same day and they will be with you the next day. Orders after 20:00 will be shipped the next day and be delivered the day after. Depending on delivery schedules and peaks in demand it may take a day longer for your package to arrive.
  • What shipping options do you offer? In the Netherlands we offer shipping with PostNL. PostNL is an international parcel delivery service that specializes in high value shipments such as fragrances and makeup.
  • What is the cost of shipping? Our shipping cost within the Netherlands is €2,95 per order for standard shipping with PostNL. This shipping charge includes VAT (BTW). We offer free shipping within the Netherlands with a minimum order value of €30,00.
  • What happens if I am not home when the delivery is made? If you are not at home when DPD delivers your parcel the DPD driver may try to deliver the parcel at one of your neighbours, only If this is deemed responsible and only when the neighbour is willing and able to accept your delivery. If this does not succeed then the parcel will be taken to the nearest DPD parcel shop and a note will be left in your mailbox that the parcel can be picked up at the parcel shop. You will have 5 working days to collect the parcel at the DPD parcel shop. If you haven’t collected the parcel in that timeframe the parcel will be returned to our warehouse and will be dealt with as a returned order.

Returns & Cancellations

  • How can I cancel an order? Unfortunately this is not possible. Due to our highly automated processes your order is already in our picking system in seconds after you have conformed your order and we can't stop fulfilment of that order. If you regret placing your order and would like to return it please see our returns information.
  • How can I return an order? If you ordered the wrong item or are otherwise unhappy with your purchase you can send an email to customerservice@fragrance.com to initiate a return. We will then provide you an RMA number and return address information that you will need to put on the return box. Please make sure you pack the items in their original packing, unopened, unused and fully intact. Items that have been used cannot be returned. After we have successfully received the return and confirmed the goods have been sent back in their original state we will refund the amount you paid for the item & shipping. If you return an order partially we will only refund the costs of the item. Returning the package is free, as long as it is sent to the address below with PostNL.

    Fragrance.com
    Returns Department
    Antwoordnummer 2100
    9900WB Delfzijl

  • How do I get refunded for a return? You will be refunded on the payment method you used when paying for your order. If you refund your order in full (all items of the order are returned) then we will refund you with the entire amount of the order including the shipping costs. If you partially return your order the shipping costs will not be refunded. The costs for returning the parcel are to be paid by you and will not be refunded. Please note it may take up to 7 days for your refund to be processed.

Account

  • Do I need to create an account? You don't have to... But creating an account gives you some benefits. It will be easier to check out future orders as we will already have all your address details ready and filled out in the checkout process. And because we know your birthday, we do what good friends do and send you a birthday gift.
  • Why would I create an account? By creating an account you make shopping with us much easier. We will recollect your address details and if you log in when checking out your billing and delivery address information will be filled out for you.

Payments

  • How can I pay for my order? We offer various payment methods. You can pay using your credit card, you can use Ideal and we also offer Klarna payment on invoice.

Products

  • Are all products sold by Fragrance.com genuine? Yes, Fragrance.com only sells 100% genuine and authentic designer fragrances and beauty products. We only carry genuine brand name perfumes, colognes and beauty products. Absolutely no imitations or knockoffs.
  • Can I buy testers or samples on Fragrance.com? Unfortunately we do not sell testers or samples on Fragrance.com. We understand these can provide great value for money but we unfortunately cannot offer these in Europe.
  • Can I get gift wrapping? Currently we do not offer gift wrapping in Europe. As we have a highly optimised and automated process we cannot currently offer gift wrapping. We are investigating options to provide this additional service at reasonable cost.

Complaints

  • How can I file a complaint? Of course we hope everybody is happy with their purchase at Fragrance.com but if for whatever reason you are not please contact us by email (contact.nl@fragrance.com) or phone (+ 085-8081250) and we will do our best to rectify any mistakes we may have made.
  • What is your complaint procedure? If you are unhappy with your purchase at Fragrance.com please let us know why and we will do our best to rectify the issue if we can.