Frequently Asked Questions (FAQ)

Shipping & Delivery

How long does shipping take?
Orders are processed within 1-2 business days and shipped within 2-4 business days via PostNL with Track & Trace.
Total delivery time (processing time + shipping time) = 3-6 business days

What are the shipping costs?
- Free Shipping on orders over €75
- Standard shipping: €6.35 (for orders under €75)

Which countries do you ship to?
Currently, we only ship within the Netherlands.

How can I track my order?
You will automatically receive a Track & Trace code by email once your order has been shipped.

Payment

Which payment methods do you accept?
We accept iDEAL, KLARNA, Visa, Mastercard, and other common payment methods through our secure checkout.

Is payment with you secure?
Yes, all payments are processed securely via Shopify Payments with SSL encryption.

Returns & Exchanges

Can I return my order?
Yes, you have a 14-day cooling-off period according to Dutch law. Unopened products in their original sealed packaging can be returned. Return shipping costs are at your own expense. For defective or incorrectly delivered products, we will reimburse the return costs.

Can I return an opened perfume?
No, opened perfumes cannot be returned for hygiene reasons (in accordance with Article 6:230p of the Dutch Civil Code).

How do I return my order?
For return address details, please contact our customer service at info@fragrance-gems.nl

Products

Are your perfumes authentic?
Yes, completely authentic. We sell original perfumes from renowned Arabian brands such as Lattafa, Rasasi, Khadlaj, Armaf, and Fragrance World. All products are original and are delivered sealed.

Are these original products or fakes?
These are original products from real perfume brands. Lattafa, Rasasi, and Khadlaj are established Middle Eastern perfume houses with their own formulas and GTINs.

Why are your prices so low?
By purchasing smartly in large quantities and maintaining low operational costs, we can offer competitive prices without compromising on quality. Additionally, we are students and do not need to live off the margins we earn here.

"When will I get my money back?"

"Within 14 days after we have received and approved your return. You will be refunded the product price and the original shipping costs."

"What if my product arrives damaged?"

"Take photos within 48 hours and send them to info@fragrance-gems.nl. We will arrange a free replacement or a full refund, including return costs."

"What does 'unopened' mean?"

"The product must be in its original, sealed packaging. The seal must not be broken. Opened or tested perfumes cannot be returned for hygiene reasons."