SHIPPING POLICY

Last updated: 22 September 2026

Welcome to the FragranceGems shipping policy. Below you will find all information on processing times, transit times, total delivery times, shipping costs and delivery procedures.

PROCESSING TIME, TRANSIT TIME AND TOTAL DELIVERY TIME

These are three different things. Transit time only starts once your parcel has left us and is with the carrier; the total delivery time is the sum of both.

European Union
Processing time: 2–3 business days after payment, before dispatch
Shipping / transit time: 3–5 business days after dispatch
Total delivery time: 5–8 business days

The Netherlands (orders placed on fragrance-gems.nl)
Processing time: 1–2 business days after payment, before dispatch
Shipping / transit time: 2–4 business days after dispatch
Total delivery time: 3–6 business days

Order cut-off time: 05:00 PM CET, Monday to Friday. Track & Trace is always included.

⚠️ Please note: these times are indicative and cannot be guaranteed. Delays caused by carriers, weather or customs are beyond our control.

CONTACT INFORMATION

FragranceGems — ROMA Service
📧 Email: info@fragrance-gems.nl
💬 WhatsApp (chat only, please do not call; customer service by e-mail): +31 6 39 33 84 42
🏢 Address: IJsselstroom 33, Zoetermeer, 2721 AW, The Netherlands

Availability:
Monday to Friday: 09:00 AM – 08:00 PM (CET)
Weekends and public holidays: closed

Company details:
Chamber of Commerce (KvK): 97698334
VAT number: NL005283094B75

We aim to respond to your question within 24 hours.

Important information about processing time

⚠️ Please note:
- Orders placed at weekends or on public holidays are processed on the next business day
- During holidays and busy periods (such as Black Friday and Christmas) processing may take slightly longer
- We proactively communicate any delays by email

SHIPPING COSTS

All prices are final prices including VAT. The exact shipping cost for your address is always shown at checkout, before you pay.

The Netherlands
- Free shipping: from €75 order value
- Standard shipping: €6.35 (on orders under €75)
- Letterbox parcel (samples only): €4.15
- Pickup point: €6.35

We also ship to the rest of the European Union. Shipping costs differ per country and per delivery option chosen; outside the Netherlands there is no free shipping threshold. Where a range is shown, the lower amount is a pickup or service point and the higher amount is home delivery.

SHIPPING SERVICES

We work with GLS and FedEx (home delivery and service points across most EU destinations), DHL (Germany and France), Mondial Relay (pickup points in France, Italy, Luxembourg, Poland, Portugal and Spain) and PostNL and Bpost (the Netherlands and Belgium). The carrier and options available for your country are shown at checkout together with the exact price.

TRACK & TRACE

Once your order has been dispatched you automatically receive an email with:

✅ Confirmation of dispatch
✅ Track & Trace code
✅ A link to the carrier's website

Insured shipping (optional)

At checkout you can choose insured shipping.

• Cost: 1% of the total order value.

• What does it cover? Extra protection and a faster procedure if something goes wrong in transit, such as loss or damage.

• Procedure: if something happens to an insured parcel we open an investigation immediately and, once established, provide a replacement product or a full refund.

DELIVERY AND TRANSFER OF RISK

The risk of loss or damage stays with FragranceGems until you have physically received the parcel. If the parcel is damaged or lost in transit, contact us and we will arrange a replacement or a refund. After physical receipt the product is your responsibility.

MISSING OR DAMAGED PARCELS

Parcel not received? Check the Track & Trace first — sometimes a parcel is with a neighbour or at a pickup point. Then wait another 2 business days, and contact us if it still has not arrived. We will open an investigation with the carrier.

Parcel arrived damaged? Take photos of the outside of the parcel and of the contents straight away, and contact us within 48 hours at info@fragrance-gems.nl with the photos attached. Without photographic evidence we cannot guarantee a replacement or a refund.

CHANGE OF ADDRESS

We can change the address as long as your order has not been dispatched. Contact us as soon as possible at info@fragrance-gems.nl or send a WhatsApp message to +31 6 39 33 84 42 (chat only, please do not call). Once the parcel has been dispatched and the Track & Trace code is active, the address can no longer be changed.

HOLIDAYS AND BUSY PERIODS

During Black Friday, Christmas and other public holidays processing may take longer. We inform you about this on the website and in the order confirmation.

RETURNS

You have a 14-day withdrawal period. Perfumes must not be opened or unsealed (a hygiene requirement), products must be returned in their original, undamaged packaging, and return postage is at your own expense. See our full refund policy for all conditions.

FREQUENTLY ASKED QUESTIONS

When will my order be dispatched?
Within the processing time: 2–3 business days for EU destinations, 1–2 business days for the Netherlands. You receive a Track & Trace code as soon as your parcel is on its way.

How long does delivery take after that?
Transit time is 3–5 business days to EU destinations and 2–4 business days within the Netherlands, counted from dispatch. Together with the processing time that comes to a total delivery time of 5–8 business days (EU) and 3–6 business days (NL).

Can I track my order?
Yes, you automatically receive a Track & Trace code by email as soon as your order has been dispatched.

What if my parcel is late?
Check the Track & Trace first. If the parcel has not arrived within the total delivery time plus 2 business days, please contact us.

Can I still change my shipping address?
Yes, but only before dispatch.

Do you ship abroad?
Yes, to every country in the European Union. See the table of shipping costs per country above; the exact price is shown at checkout.

RELATED INFORMATION

Terms of service
Refund policy
Privacy policy
Frequently asked questions

© 2026 FragranceGems – ROMA Service
KvK: 97698334 | VAT: NL005283094B75