Frequently Asked Questions (FAQ)

Shipping & Delivery

How long does delivery take?
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. Processing time and transit time are two separate things: transit only starts once the parcel has left us and is with the carrier.

How can I track my order?
You will automatically receive a Track & Trace code by email as soon as your order has been dispatched. You can also see the current status on Track your parcel (order number and e-mail address are enough).

Payment

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

Is it safe to pay with you?
Yes, all payments are securely processed via Shopify Payments with SSL encryption.

Returns & Exchanges

Can I return my order?
Yes, you have a 14-day cooling-off period under Dutch law. Unopened products in their original, sealed packaging can be returned or exchanged. You are responsible for the return postage costs. In the case of faulty or incorrectly delivered products, we will reimburse the return postage costs.

Can I return an opened perfume?
No, for hygiene reasons, opened perfumes cannot be returned or exchanged (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 via info@fragrance-gems.nl

Products

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

Are these genuine products or counterfeits?
These are genuine products from authentic perfume brands. Lattafa, Rasasi and Khadlaj are established perfume houses from the Middle East with their own formulas and GTINs.

Why are your prices so low?
By purchasing smartly in bulk and keeping our operating costs low, we can offer competitive prices without compromising on quality. Furthermore, we are students and do not need to make a living from the margins we earn here.

“When will I get my money back?”

“Within 14 days of us receiving and approving your return. You will be refunded the product price and the original delivery charges.”

“What if my product arrives damaged?”

“Take photos within 48 hours and send them to info@fragrance-gems.nl. We’ll arrange a free replacement or a full refund, including return postage.”

“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.”

Customer Service

How can I get in touch?

Email: info@fragrance-gems.nl
WhatsApp (chat only, please do not call; customer service by e-mail): +31 6 39 33 84 42
Opening hours: Monday to Friday, 09:00–20:00 (CET)

How soon will I receive a reply?
We aim to respond within 24 hours.

Do you have a physical shop?
No, we are an online shop. Our company is based in Zoetermeer.