Product Information
Are all products original?
We aim to supply only original products through reliable suppliers and distribution channels. Products are supplied in their original packaging unless stated otherwise.
Why can the packaging differ from the image?
Manufacturers may change packaging, bottles, labels or product presentation. Product images are for indication purposes. The product name, content and description are leading unless stated otherwise.
What does EDP, EDT or EDC mean?
EDP stands for Eau de Parfum, EDT for Eau de Toilette and EDC for Eau de Cologne. The difference usually relates to fragrance concentration and intensity. The exact fragrance experience may vary per person.
Ordering and Payment
How do I place an order?
You can select a product, add it to your shopping cart and complete your order through the checkout. Before placing your order, please check that your address details, email address and chosen payment method are correct.
When is my order final?
Your order is final once we have received your payment and you have received an order confirmation by email. If a product is unexpectedly unavailable, we will contact you as soon as possible.
Which payment methods do you accept?
The available payment methods are shown during checkout. Payments are processed through a secure payment environment.
Are prices shown including VAT?
Yes, all consumer prices on our website are shown including VAT, unless expressly stated otherwise.
Shipping and Delivery
When will my order be delivered?
The expected delivery time is shown on the product page or during checkout. We do our best to deliver within the stated timeframe. If delivery is delayed, we will inform you as soon as possible.
Which countries do you ship to?
We ship to the Netherlands and, where available in the checkout, to other EU countries. Available shipping countries and delivery costs are shown during checkout.
Who is responsible for my parcel during shipping?
We ensure that your order is correctly handed over to the carrier. Once the parcel has been delivered to the address or pickup point provided by you, the order is considered delivered. Please always make sure your delivery details are correct.
My order arrived damaged. What should I do?
Please contact us as soon as possible and include clear photos of the packaging, shipping label and damaged product. We will look for a suitable solution, such as replacement or refund.
Returns and Right of Withdrawal
Can I return my order?
Yes. As a consumer, you generally have a statutory cooling-off period of 14 days after receiving your online order. Within this period, you may inform us that you wish to withdraw from the purchase agreement.
How do I register a return?
You can register your return through our customer service. Please include your order number, name and the product you wish to return. After registration, you will receive further return instructions.
How long do I have to send back my return?
After notifying us of your withdrawal, you must return the product as soon as possible and no later than 14 days after the return notification.
Who pays the return shipping costs?
Return shipping costs are borne by the customer, unless the product was received damaged, defective or incorrectly delivered. We recommend sending returns with track & trace.
When will I receive my refund?
After receiving and checking the returned product, we will refund the purchase amount using the same payment method used for the original payment, unless otherwise agreed. We may wait with the refund until we have received the product or until you have provided proof that the product has been returned.
Can I return perfume, cosmetics or personal care products?
Yes, provided that the product is unused, complete and, where applicable, still sealed. For products that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may lapse once the seal has been broken after delivery.
Can I test a perfume and then return it?
You may inspect a product in the same way as you reasonably would in a physical store. However, for perfume, cosmetics and personal care products, items that have been used, damaged or whose hygienic seal has been broken may no longer be suitable for resale. In such cases, we may refuse the return or charge a reduction in value, depending on the condition of the product and applicable law.
Which products cannot be returned?
Products may not be returnable, or may only be returnable under limited conditions, if:
- the hygienic seal has been broken after delivery;
- the product has been used, damaged or is incomplete;
- the product has not been handled with due care;
- the return request was made outside the statutory period;
- the product is not suitable for return for health protection or hygiene reasons.
This applies only to the extent permitted by law.
Warranty and Complaints
Do I have a warranty on my purchase?
Yes. You are entitled to receive a product that is in conformity with the contract. A product must meet what you may reasonably expect from it. If a product is defective, incorrectly delivered or does not match the description, please contact us.
What should I do if I receive the wrong or a defective product?
Please contact us within a reasonable period and include your order number, a description of the issue and clear photos. We will assess the report and, where appropriate, offer replacement or refund.
How can I submit a complaint?
You can submit a complaint through our customer service. Please describe your complaint as clearly as possible and include your order number. We aim to respond to complaints as soon as possible.
What if we cannot resolve the complaint together?
If you are a consumer and are not satisfied with the handling of your complaint, you may use the legal options available to consumers. Within the EU, you can also find information about consumer rights and dispute resolution through official European consumer channels.
Privacy and Data Protection
How do you handle my personal data?
We process personal data in accordance with the General Data Protection Regulation (GDPR). We use your data, among other things, to process your order, enable payment and shipping, provide customer service and comply with legal obligations.
Is my personal data shared with third parties?
We only share personal data when necessary for our services, for example with payment providers, carriers, hosting providers or administrative service providers. We do not sell your personal data to third parties.
Can I have my data changed or deleted?
Yes. Under the GDPR, you have various privacy rights, including the right of access, rectification, erasure and restriction of processing. You can contact our customer service to exercise these rights.
Do you use cookies?
We may use cookies to ensure the website works properly, to collect statistics and, if you consent, for marketing purposes. More information can be found in our cookie policy.
Contact
How can I contact you?
You can contact us using the contact form on our website. You can also reach out to us via email, whatsapp, or via phone. For questions about an order, please always include your order number so we can assist you more quickly.
