Frequently Asked Questions (FAQ)

Shipping & Delivery

How can I track my order?
You will automatically receive a Track & Trace code by email as soon as your order has been shipped.

Payment

Which 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 processed securely 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. Return shipping costs are your responsibility. For defective or incorrectly delivered products, we will reimburse the return costs.

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

Products

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

Are these original products or counterfeit?
These are original products from genuine 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 large quantities and keeping operating costs low, we can offer competitive prices without compromising on quality. In addition, we are students and do not need to live off the margins we earn here.

"When will I get my money back?"

"Within 14 days after we have received and approved your return. You will be refunded the product price and the original shipping costs."

"What if my product arrives damaged?"

"Take photos within 48 hours and send them to info@fragrance-gems.nl. We will provide a free replacement or a full refund, including return shipping costs."

"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."