SHIPPING POLICY
Last update: December 12, 2025
Welcome to FragranceGems' shipping policy. Below you will find all information regarding processing times, delivery times, shipping costs, and delivery procedures.
CONTACT INFORMATION
For shipping-related inquiries, you can reach us in the following ways:
FragranceGems - ROMA Service
π§ Email: info@fragrance-gems.nl
π Phone: +31 6 39 33 84 42
π’ Address: IJsselstroom 33, Zoetermeer, 2721 AW, Netherlands
Availability:
Monday to Friday: 09:00 - 20:00 (CET)
Weekends and public holidays: Closed
Company details:
Chamber of Commerce (KvK) number: 97698334
VAT number: NL005283094B75
We aim to respond to your inquiry within 24 hours.
SHIPPING OVERVIEW
Processing time: 1-2 business days after payment
Shipping Netherlands: 2-4 business days after dispatch
Shipping to other EU countries: 3-7 business days after dispatch, depending on destination
Total delivery time: 3-6 business days within the Netherlands, 4-10 business days to other EU countries
Free shipping: From β¬75 order value (within the Netherlands only)
Standard shipping costs: From β¬6.35 (Netherlands), up to β¬22.00 depending on the EU destination country β see the full table under "Shipping Costs" below
Shipping service: PostNL with Track & Trace
PROCESSING TIME
We strive to process all orders as quickly as possible.
Standard processing time
- Processing time: 1-2 business days after receipt and processing of payment
Important information
β οΈ Please note:
- Orders placed on weekends or public holidays will be processed on the next business day
- During public holidays and busy periods (such as Black Friday, Sinterklaas, and Christmas), processing times may be slightly longer
- Any delays will be proactively communicated via email
DELIVERY TIME
Netherlands
- Standard shipping: 2-4 business days after dispatch
- Total delivery time: 3-6 business days (including processing time)
- Track & Trace: Always included
Other EU countries
- Standard shipping: 3-7 business days after dispatch, depending on the destination country
- Total delivery time: 4-10 business days (including processing time)
- Track & Trace: Always included
β οΈ Please note: The stated delivery times are indicative and cannot be guaranteed. Delays caused by the carrier, weather conditions, customs (outside the EU), or other force majeure are beyond our control.
SHIPPING COSTS
All prices are final prices. VAT is not applicable as we fall under the Small Business Scheme (Kleineondernemersregeling, KOR).
Netherlands
- Free shipping: From β¬75 order value
- Standard shipping: β¬6.35 (for orders under β¬75)
- Letterbox package (for samples only): from β¬4.15
- Pick-up point: from β¬6.35
We also ship to the rest of the European Union. Shipping costs vary per country (depending on the weight and size of your order) and there is no free shipping threshold outside the Netherlands. The table below shows the shipping costs per country:
| Country | Shipping costs (from) |
| Belgium | β¬6.85 - β¬8.70 |
| Luxembourg | β¬6.50 - β¬12.99 |
| France | β¬7.00 - β¬11.75 |
| Germany | β¬7.79 - β¬9.99 |
| Italy | β¬8.40 - β¬14.99 |
| Portugal | β¬8.40 - β¬14.99 |
| Spain | β¬8.40 - β¬14.99 |
| Poland | β¬11.50 - β¬12.99 |
| Austria | β¬15.00 |
| Denmark | β¬15.00 |
| Lithuania | β¬15.00 |
| Slovenia | β¬15.00 |
| Slovakia | β¬15.00 |
| Czech Republic | β¬15.00 |
| Croatia | β¬17.50 |
| Hungary | β¬17.50 |
| Romania | β¬17.50 |
| Ireland | β¬19.99 |
| Estonia | β¬20.00 |
| Latvia | β¬20.00 |
| Sweden | β¬20.00 |
| Bulgaria | β¬22.00 |
| Finland | β¬22.00 |
| Greece | β¬22.00 |
π‘ Note: Exact shipping costs are always displayed during the checkout process, before you place your order.
SHIPPING SERVICES
We partner with PostNL for all shipments within the Netherlands and to the rest of the European Union.
PostNL
- Reliable delivery throughout the Netherlands and the EU
- Track & Trace always included
TRACK & TRACE
After your order has been dispatched, you will automatically receive an email with:
β
Shipping confirmation
β
Track & Trace code
β
Link to the PostNL website
This allows you to track your package in real-time until delivery.
Addition: Insured Shipping (Optional)
At FragranceGems, we aim for perfect delivery of your order. During checkout, you have the option to choose Insured Shipping.
-
Costs: The premium is 1% of the total order value.
-
What does it include? Although we always ensure safe delivery, this option offers extra protection and an expedited procedure in case of problems during transit (such as loss or damage).
-
Procedure: Should something unforeseen happen to an insured package, we will immediately initiate an investigation and, after confirming the problem, directly offer an appropriate solution in the form of a replacement product or a full refund.
DELIVERY AND TRANSFER OF RISK
Delivery procedure
- PostNL delivers the package to the specified address or a PostNL point
- In case of absence: A delivery note will be left with instructions
- Collection: You can collect your package at a PostNL pick-up point
When does the risk transfer?
The risk of loss or damage remains with FragranceGems until you have physically received the package. This means we remain responsible for damage or loss during transport.
What does this mean for you?
- We are responsible until you receive the package
- If the package is damaged or lost during transport, please contact us
- We will work with you to find a solution: replacement or refund
- After physical receipt, you are responsible for the product
MISSING OR DAMAGED PACKAGES
Package not received?
If your package has not arrived within the expected delivery time:
1. Check the Track & Trace: Sometimes your package is with a neighbor or at a pick-up point
2. Wait an additional 2 business days: Transport can sometimes experience delays
3. Contact us: If the package has still not arrived after that, we will initiate an investigation with the carrier
Contact:
π§ Email: info@fragrance-gems.nl
π Phone: +31 6 39 33 84 42
π Available: Mon-Fri, 09:00 - 20:00 (CET)
Package arrived damaged?
Should your package arrive damaged:
β
Immediately take photos of the outside of the package and its contents
β
Contact us within 48 hours via info@fragrance-gems.nl
β
Include the photos in your email
β
We will provide an appropriate solution: replacement or refund
β οΈ Please note: Without photo proof of damage, we unfortunately cannot guarantee a replacement or refund.
ADDRESS CHANGE
Before dispatch
Would you like to change the shipping address? Please contact us as soon as possible via:
π§ Email: info@fragrance-gems.nl
π Phone: +31 6 39 33 84 42
We will update the address as long as your order has not yet been dispatched.
After dispatch
Once the package has been dispatched and the Track & Trace code has been activated, we unfortunately cannot change the address. In that case, you can:
- Contact PostNL (via Track & Trace)
- Have the package returned and re-sent (possibly at extra cost)
HOLIDAYS AND BUSY PERIODS
During holidays and peak times, delivery times may vary.
Additional processing time may be possible during:
- Black Friday / Cyber Monday (November)
- Sinterklaas (November/December)
- Christmas and New Year (December/January)
- Other national holidays
π‘ We will inform you on our website and in order confirmations about any delays.
RETURNS
Not satisfied with your order? You have a 14-day cooling-off period to return your order.
Important conditions:
β Perfumes must not have been opened or unsealed (hygiene requirement)
β
Products must be returned in original, undamaged packaging
π° Return shipping costs are at your own expense
π¦ More information: See our full Return Policy for all conditions and instructions.
FREQUENTLY ASKED QUESTIONS
When will my order be shipped?
Orders are shipped within 1-2 business days after payment. You will receive a Track & Trace code as soon as your package is on its way.
Can I track my order?
Yes, you will automatically receive a Track & Trace code via email as soon as your order has been shipped.
What if my package is delayed?
First, check the Track & Trace. If the package has not arrived after the expected delivery time + 2 business days, please contact us.
Can I still change my shipping address?
Yes, but only before dispatch. Please contact us as soon as possible via info@fragrance-gems.nl.
Do you also ship internationally?
Yes, we ship to all countries within the European Union. Shipping costs vary per country (e.g., from β¬6.85 to Belgium and Luxembourg) and, like delivery time, are always clearly shown during checkout before you pay. See the full table with shipping costs per country above.
What if my package arrives damaged?
Immediately take photos and contact us within 48 hours. We will arrange a replacement or refund.
RELATED INFORMATION
- Terms and Conditions - All conditions for ordering from FragranceGems
- Return Policy - Information on returning products
- Privacy Statement - How we handle your personal data
- Frequently Asked Questions - Answers to the most common questions
FragranceGems strives for reliable and fast shipping service. Should you be dissatisfied with the delivery, please let us know so we can improve!
Β© 2025 FragranceGems β ROMA Service
KvK: 97698334 | BTW: NL005283094B75
CONTACT ABOUT SHIPPING
Do you have questions about your shipment or is your Track & Trace not showing?
Feel free to contact us!
FragranceGems - ROMA Service
π§ Email: info@fragrance-gems.nl
π Phone: +31 6 39 33 84 42
π’ Address: IJsselstroom 33, Zoetermeer, 2721 AW, Netherlands
Availability:
Monday to Friday: 09:00 - 20:00 (CET)
Weekends and public holidays: Closed (messages will be answered on the next business day)
