COVID-19 Update: Shipping is taking longer as a result of fewer flights leaving Malta and courier delays. We will advise you on purchase if we think there will be undue delay to your order. The next batch of 50ml flacon will be shipped mid-late May to our UK distribution point for EU delivery only. We apologise the inconvenience.
Where do you ship perfumes to?
We deliver to all EU countries with a few exceptions. Alcohol-based perfumes are subject to IATA rules for the shipping of dangerous goods and the only way we can ship to most of the world is in bulk; it is too expensive to ship to individual customers in certain regions with the handling fees we’d incur. Exceptions for EU countries include PO Boxes and off-shore islands, as well as Cyprus.
Our Perfume Body Oils, available June 2020, do not contain alcohol and so we can ship these worldwide.
Are your perfumes available in retailers?
Not yet. We are aiming to have a presence in retailers in our home country, Malta, by mid 2020 and in niche perfumeries overseas by end year. As we can only viably ship outside the EU in bulk by air, so we are researching online and bricks-and-mortar stores that can help us serve customers in more countries overseas. If you know of a suitable perfumery or other store that we should contact, do let us know. Thank you!
Do you offer Free Shipping?
Yes, we offer FREE Standard Shipping to EU countries on all purchases of 2ml sample vials. We charge a flat-rate shipping Euro 15 on 50ml flacon purchases. Please note that you can buy up to three 2ml sample vials of the same perfume per order. When we have more perfumes available, we will include a free sample of a complementary perfume in every 50ml order.
How and when is delivery made?
We use reliable shipping partners such as reputable couriers like UPS. Allow 3-4 days if you order Monday – Friday before 5pm, and up to 5 days for orders made over a weekend or on public holidays. Our courier partners do not guarantee specific delivery days but we will send you parcel tracking details. We do our best to deliver your order speedily and always keep you informed. All deliveries are tracked and require signed-for delivery. If you are out when delivery is made, refer to the information our courier provides through the door or contact our courier partner to change delivery day by using the tracking information on the link we send you. Please note that you can arrange alternative delivery times/options directly with the courier via the tracking link we send you.
What happens when I place my order?
Once you place an order on the site, you receive an order confirmation pending receipt of your payment. Once we receive your payment (ie. via Paypal), we confirm we are dispatching your order. Within 1-2 days, we email you details of how to track your package (50ml flacons only) and its expected delivery date.
My package has not arrived yet. What do I do?
We send you email confirmation of your order with delivery and tracking details once it is dispatched to our courier. If you feel the parcel is missing or unduly delayed, check the tracking information and contact the courier directly. See above for our standard delivery time frames above. Note that sample vial only orders are not offered as tracked items.
We cannot consider any claims for loss/non-delivery or enter into an investigation when the tracking shows delivery has been made and signed for. You would need to contact the courier as detailed on the tracking information provided.
If the package does not arrive within time frames advised by the courier, contact us so we can investigate and initiate a possible claim. Pending our investigation, we might be able to offer a refund or send a replacement.
Our couriers deliver to the precise shipping address you entered on checkout. Parfums Clandestins cannot be held responsible if you enter the incorrect or part of an address as shipping details when you place an order, nor if the parcel shows it was signed for at the delivery address given but you have not received it.
RETURNS & ORDER CANCELLATIONS
We are an artisan, niche fragrance house and realise that natural and near-natural perfumes are less widely experienced. This means that you may not be accustomed to how they perform nor the best way to appreciate them. We advise you buy a 2ml sample first to test our perfumes out and we’ve some tips on our blog to guide you before you make a flacon purchase:
We aim to provide the best possible service delivering our fine, eco-luxe fragrances, but we realise that you may change your mind after placing an order with us. If for any reason you wish to cancel an order, contact us on email@example.com as soon as possible and please do read our returns and cancellation policy below.
I opened and tried the perfume but it doesn’t suit me. What can I do?
Perfume is a very personal choice and experience and while we hope you will love exploring your Parfums Clandestins’ fragrance, we know it might not suit you. We advise you buy a sample vial to trial and test out before making a 50ml flacon purchase. We will deduct the price of the sample from your first purchase of a 50ml flacon of the same perfume. Perfume is a cosmetics product and as such, for health and safety reasons, we do not accept returns of opened or part-used products – see Returns below.
Can I cancel my order?
Yes, you can cancel your order and receive a full refund if the order has not been dispatched already. Please contact us as soon as possible if you wish to cancel and we can let you know next steps. Once your perfume order is with our courier however, we cannot reverse your order and you will need to return it to us once it is delivered to you. See our Returns Policy below.
Do you accept Returns?
We do accept returns of full 50ml bottles if they are unopened, sealed, unused and returned to us in their original, undamaged packaging and in a resalable state. We do not accept returns of sample vials nor of part-used or opened perfumes.
To avoid returns and a blind buy, we recommend you trial our perfumes by purchasing a 2ml sample vial first. If you do wish to blind buy a flacon, let us know this in the extra info field on checkout and we send a 2ml sample by separate cover to the delivery address you entered. This offers you the chance to return the pristine 50ml flacon if the fragrance does not suit you.
Do you offer free returns?
We do not offer free returns and please note that you need a courier/postal service able to ship alcohol-based fragrance. In the EU, try DPD couriers or Eurosender for overland returns to our UK premises. We advise you to use a courier that offers an insured and trackable service to ensure proof of return and delivery to us.
How do I return a perfume to you?
You can return original perfumes within 14 days of product receipt. To process your return, we need to receive it at our UK premises within 28 days of your purchase. We cannot accept responsibility for the returned goods nor process a refund until we receive them at our premises within this time frame.
It may take up to 14 days to process your return and we will email you confirmation of your refund being processed. Please allow 14 days for your bank/credit card/Paypal account to show the refunded remittance in your account.
Any additional charges or duties you may have incurred on either receiving or returning your purchase to us – such as local taxes, import duties or shipping costs – will not be refunded.
My perfume has arrived damaged or leaking. What do I do?
If the outer package (not the actual inner perfume carton and flacon) arrives damaged in a way that is unacceptable to you, please contact our partner courier which delivered the item (see your tracking info).
If the actual Parfums Clandestins’ perfume carton and/or flacon is damaged, broken or leaking, please contact us on firstname.lastname@example.org as soon as possible so we can advise of next steps.
We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 14-day return policy time frame and without a photo of the broken items and/or package.
We are happy to provide an immediate refund to your original payment provider if the goods prove to be damaged or faulty.
This cancellation and returns policy does not affect your legal rights.
Last updated: 15/05/20