Shipping policy
Last updated: September 19, 2026
Welcome to the FragranceGems shipping policy. Below you will find all information regarding processing times, delivery times, shipping costs, and delivery procedures for orders placed on this store.
Which orders this policy covers: this page applies to orders placed on fragrance-gems.eu and shipped to destinations in the European Union. Orders placed on our Dutch store fragrance-gems.nl for delivery within the Netherlands are covered by the shipping policy on that store, which has its own separate delivery times and shipping rates.
Contact Information
FragranceGems 📧 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 inquiry within 24 hours.
Shipping Overview
| Item | Details |
|---|---|
| Processing Time | 2–3 business days after payment (before dispatch) |
| Order Cut-Off Time | 05:00 PM (CET, GMT+1), Monday to Friday |
| Shipping / Transit Time | 3–5 business days after dispatch (carrier transit) |
| Total Delivery Time | 5–8 business days (processing + transit) |
| Shipping Costs | Vary by destination country — calculated and shown at checkout before you pay |
| Tracking | Track & Trace included on every order |
| Destinations | Shipped from the Netherlands to European Union destinations |
Processing Time
Processing time is the time we need to prepare and hand over your order to the carrier, before transit begins. Standard processing time is 2–3 business days after receipt and processing of payment. Orders must be placed before 05:00 PM CET to begin processing that same business day.
⚠️ Please note:
- Orders placed on weekends or public holidays will be processed on the next business day.
- During holidays and busy periods (such as Black Friday or Christmas), processing times may be slightly longer.
- We proactively communicate any delays via email.
Shipping / Transit Time
Shipping (transit) time is the time the carrier needs to deliver your parcel after it has left us. It is counted from dispatch, not from the moment you order.
- European Union destinations: 3–5 business days after dispatch
- Total delivery time: 5–8 business days from payment (2–3 business days processing + 3–5 business days transit)
- Track & Trace: Always included
Delivery times are indicative and cannot be guaranteed. Delays due to carriers, weather, or customs are beyond our control.
Shipping Services
We partner with the following carriers:
- GLS and FedEx — home delivery and service points across most EU destinations
- DHL — Germany (home delivery and Service Point) and France
- Mondial Relay — pickup points in France, Italy, Luxembourg, Poland, Portugal, and Spain
- PostNL and Bpost — Belgium
The carrier and service options available for your country, together with their exact cost, are shown at checkout before you pay.
Delivery and Transfer of Risk
We bear the risk of damage to or loss of the parcel during transport. This risk passes to you as soon as the parcel has been officially delivered according to the carrier (or has been left at a safe place in accordance with permission you have given).
Did you choose our optional shipping insurance at checkout? Then your parcel has extra protection against loss or damage. Claims are assessed based on the final outcome of the carrier’s investigation.
Read more about the exact provisions in our Terms and Conditions.
Missing or Damaged Packages
Not received? Check your Track & Trace link and wait 2 extra business days. If the package still hasn't arrived, contact us so we can open an investigation with the carrier.
If an order has not been received, please report this to us as soon as possible. For an investigation by the carrier, additional information or a declaration of non-receipt may be requested. If the customer does not provide the required information within 14 days of our request, we will not be able to proceed with the investigation and the claim cannot be processed further.
Delivery and Delivery Location
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FragranceGems aims to deliver the order to the residential address provided by the customer. If home delivery proves to be impossible due to technical, logistical, or operational reasons by the selected carrier (for example, with international shipments, customs restrictions, or inaccessible addresses), FragranceGems explicitly reserves the right to have the shipment delivered to the nearest pickup point or service locker of the respective carrier.
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The customer will be notified of this via track & trace and is personally responsible for collecting the shipment in a timely manner within the period specified by the carrier. If the customer refuses to collect the shipment from the pickup point and the package is returned to us, the shipping and return costs incurred will be deducted from any refund.
- FragranceGems does not deliver to commercial forwarding hubs, freight forwarders, cargo companies, or third-party logistics warehouses. The customer is strictly required to provide a valid private residential or business address for direct delivery. If an order is placed using a forwarding hub or virtual address, FragranceGems cannot guarantee successful doorstep delivery, as many carriers reject restricted items (such as perfumes) at these facilities. In the event that a shipment is rejected by a forwarding hub, redirected to a pickup point/locker, or returned to sender, the customer remains fully responsible for all risks, pickup actions, and any incurred shipping or return costs.
Pre-Order
Please note: If your order contains a pre-order item, the entire order will be held and shipped together in a single package once the pre-order item arrives in stock.
If you would like to receive your in-stock items sooner, we highly recommend placing separate orders for pre-order items and in-stock items.
Arrived damaged?
- If possible, reject the parcel from the courier at the moment of delivery and contact us immediately.
- Take photos of the exterior (the package) and contents immediately and contact us within 48 hours at info@fragrance-gems.nl.
⚠️ Photographic evidence is required for replacements or refunds.
If the customer does not provide the required information within 14 days of our request, we will not be able to proceed with the investigation and the claim cannot be processed further.
Package not picked up, refused or wrong address?
If an order is not collected by the customer from a pickup point, parcel locker, or any other pickup location designated by the carrier and is consequently returned to us, any potential refund will only be issued after the return shipment has been received, identified, and administratively processed by us. The customer is requested to contact us for further handling within 14 days at the latest after the return notification, or after it could have reasonably been known that the shipment was returned.
When refunding an uncollected order/returned order (due to refusal/wrong address/failed delivery attempt), the actual shipping costs incurred (including any shipping cost we did not pass on to you) for the initial outbound shipment will be deducted from the amount to be refunded.
The remaining amount will be refunded using the same payment method with which the order was placed, after the return shipment has been fully processed.
Address Changes
Before dispatch: Contact us immediately — ideally within 24 hours of placing your order — to adjust the delivery address.
After dispatch: We cannot change the address once the package is in transit. You may try contacting the carrier directly via your Track & Trace link.
Cancellations
If you change your mind before receiving your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Refund Policy.
Returns
Not satisfied? You have a 14-day cooling-off period.
- ❌ Perfumes may not be opened or unsealed due to hygiene requirements.
- ✅ Products must be returned in original, undamaged packaging.
- 💰 Return shipping costs are at your own expense.
- Exceptions --> see our return policy
Frequently Asked Questions
When will my order ship? We dispatch within 2–3 business days, provided the order is placed before 05:00 PM CET. After dispatch, transit to EU destinations takes a further 3–5 business days (5–8 business days in total).
Can I track my order? Yes, you will receive a Track & Trace code via email.
What if my package is late? Check Track & Trace first, then wait 2 business days before contacting us.