FAQs

I love your products! Can I get a discount on a second order?

Thank you! :-) We'll keep you posted if there's a sale – just make sure you sign up for our newsletter! We recommend you don't wait to purchase again, however, as some of our items are limited quantity and can sell out.  

What is your shipping policy?  How long will it take to receive my order?

Because we work hard to find the very best deals to pass along to our customers, we use a variety of suppliers located all over the world.  Since some of our items come from overseas, unless otherwise stated in the product description, it may take up to 2-3 weeks for your order to reach your door.  Additionally, if you ordered multiple products, those items may also arrive in separate packages.

Once shipped, your items will be trackable via your national shipping courier (USPS, Australia Post, Canada Post, etc).  You should receive an email containing your tracking info within a few business days of placing your order.

If you do not receive your shipping confirmation details, or if you have any other questions or concerns about your order, please don’t hesitate to contact us here!

COVID-19 UPDATE: We are still fully operational during this worldwide health crisis, but please be aware that some of manufacturers and shipping providers may be shortstaffed, and as a result, some orders may take a little longer to be processed and delivered.  So please be patient and allow an additional 1-2 weeks for delivery while the pandemic is ongoing.  We are working closely with our vendors to assure the speediest order fulfillment possible, and appreciate your patience and understanding!

I haven't received my order yet. Can you give me an update?

As noted on the site and in the emails you should have received, as some of our products come from abroad, shipping times vary, but delivery times are 1-3 weeks for most items.  We know how excited you are, though, so once your item is on its way, we’ll send you a shipment confirmation email which includes tracking information, so that you can keep an eye on your shipment as it makes its way to you.  If it’s been over 3 weeks since you placed your order, please go ahead and submit a ticket to our support desk by clicking here. 

I never received an order/shipment confirmation email. Can you help me out?

Sure! First, please check your spam folder or search your email inbox for an email from us. If you don't see one, it may be because you entered your email incorrectly when you made your purchase. If you submit a support ticket to us by clicking here, we can update your email address and resend your confirmation email as needed. 

Can I cancel my order?

Our order processing system is largely automated and works very quickly, so chances are, your order was submitted to its vendor and is already in process or shipped within a few minutes after you placed it.  For this reason, all sales are final. We don't provide refunds if you simply change your mind about a purchase. Please make sure you want your items before you purchase them! :-)

The item I ordered doesn't fit, or I don't like it.  Can I exchange it?

We don't currently have any way to handle exchanges, since our suppliers are based all over the world and we don't have a central storefront or warehouse. We are working to build out a system where our customers can do exchanges in the future -- but it's not currently possible. We appreciate your understanding!  

That said, if for any reason you aren't satisfied with your order, please don't hesitate to contact us here, as your satisfaction is very important to us, and we are usually happy to work something out for our customers!

I never received my order. Help!

Oh no! We'll sort this out for you. If it's been over 3 weeks since you placed your order, submit a support ticket to us by clicking here and we'll look into the status of your order and resend it to you with no questions asked.

That said, please be aware that we are not responsible for local customs issues. All issues or problems associated with customs are the sole responsibility of the customer, and we are not liable. Unfortunately, we cannot provide refunds on an order because it did not pass through customs or because a fee was levied by a local customs agency.

My order arrived broken. 

We only work with the best and most reliable suppliers, but occasionally an order will get damaged during the shipment process. If this is the case, please submit a support ticket to us by clicking here and we'll work it out for you by shipping you a new item or providing you with a refund!

I have received only part of my order in the mail so far. Can you tell me where the other items are?

We ship directly from different suppliers around the worlds so if you purchased several items, your order will likely arrive in different packages. Please be patient and the rest of your order will arrive soon!

Is it safe to process payments through you? Do you have access to my credit card details?

We use Stripe and PayPal, leading international payment providers used by thousands of merchants across the globe, to process all purchases. At no point do we have access to customer's personal data ourselves, or store your data anywhere that it could potentially be compromised. All data sent via Stripe or Paypal is encrypted.

I'm having a technical issue on your site or can't place an order because of an error. Help!

Please try on a different browser (e.g. Chrome, Firefox, Safari) or retry in a few hours.  If the problem persists, please send a screenshot or video of the error you’re receiving to our customer support team by emailing it to info@fragrance-gifts.com.