Frequently Asked Questions
All the answers to your questions about our fragrances, your order, and your shopping experience.
About Our Fragrances
Are your fragrances authentic?
Yes. We source our fragrances from specialized partners to ensure high quality and a faithful olfactory experience.
Why are your prices more accessible?
We reduce costs related to marketing, intermediaries, and excessive packaging in order to offer quality fragrances at a fairer price.
Do the fragrances last long?
Longevity depends on several factors (skin type, environment, composition), but our fragrances are designed to offer good wear and a pleasant diffusion.
How do I choose the right fragrance?
We recommend reviewing the olfactory notes (top, heart, base) as well as the descriptions to find a fragrance that matches your preferences.
Can I return a fragrance if I don't like the scent?
Since scent preferences are personal, opened or used fragrances cannot be returned for this reason.
Orders
How do I place an order?
Select your products, add them to your cart, and follow the secure checkout steps.
Can I change or cancel my order?
Orders are processed quickly. A change or cancellation is possible only if the order has not yet been processed.
How do I know if my order is confirmed?
A confirmation email is sent to you after your purchase.
Shipping
What are the shipping times?
Delivery times vary depending on your address and the shipping method chosen. The estimated delivery time for your order is shown before payment, at checkout.
Can I track my order?
Yes, a tracking number is sent by email after shipment.
What should I do if my package is late?
We recommend waiting a few additional days, as delays can occur. If the issue persists, please contact us.
What should I do if my package is marked as delivered but I haven't received it?
Contact us right away. We'll help you verify the situation and find a solution.
Returns & Refunds
Do you accept returns?
Yes, only for defective, damaged, or incorrect products. See our Refund Policy for full details.
Which products cannot be returned?
Opened, used, or unsealed fragrances cannot be returned for hygiene reasons.
How do I request a return?
Send us an email with your order number and photos of the product.
How long does a refund take?
Once the return is received and inspected, we will inform you of the decision. Processing times shown by a financial institution may vary.
Payment & Security
Is payment secure?
Yes, all transactions are secured through recognized payment providers.
What payment methods do you accept?
We accept major credit cards and other secure payment solutions.
Contact
How can I contact you?
You can write to us at:
contact@carthislab.com