Customer Support

How do I return an item(s)?

Review our return policy.

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What should I do if I received the wrong item or a defective product?

We apologize that you received the wrong item or a defective product. Please reach out to us with our return process.

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I returned an item that I purchased and I have not received my refund. How long do I need to wait to receive my refund? I need to

Credit card refunds can typically take 3-7 business days to appear on your account (depending on your bank). Your credit will appear against your original form of payment. PayPal refunds can typically take 3-7 business days.

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I haven't received my order, how do I check my order status?

Check your online order status. If you are unable to login please email us.

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I can't find my order confirmation email to check the status of my order. What should I do?

You can check the status of your order by emailing us. Please also check your SPAM or JUNK folder in your email account to see if the order confirmation email is there.

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I am unable to place an order because you don't ship to my country. What can I do?

We apologize that we don't offer delivery to your destination however please check our shipping info page to see if your country has been added to our list of countries we ship to.

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How long does it take to ship to a country, or territory, outside the 48 continental United States?

Please refer to the International Shipping calculator.

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I received an email that my order is on hold. Why is my order on hold? What should I do?

In order to ensure a safe shopping experience we may place an order on hold and ask our customers to confirm specific information. Please refer to the email we sent you and provide us with the requested information in order to continue processing your order.

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How do I sign-up for PayPal?

You can sign up for a PayPal account by going to: https://www.paypal.com.

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I have questions about my PayPal account, who do I contact?

For PayPal Customer Service please call 1-888-221-1161.

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Is it safe to use my credit card on your site?

Yes, FragranceNet.com takes the security of our customer's information very seriously! Our website is PCI-compliant, uses SSL technology, and encryption techniques to ensure it is safe and secure to shop in our site.

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Do you sell FragranceNet.com Gift Certificates/Gift Cards?

Gift certificates make the perfect gift. Check out our Gift certificates page to get started.

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How can I receive coupons and be made aware of upcoming specials and sales?

Register as a new customer and start taking advantage of our specials and coupons.

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How do I unsubscribe from your mailing list?

You can unsubscribe from our mailing list by emailing us.

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My email address has changed, how do I update this information?

If you had previously created a web account with us log in and change your email address. Otherwise please register to create a new account with your new email address.

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My item arrived damaged/defective. What should I do?

We know it's frustrating when an order doesn't arrive as expected. We're very sorry your item arrived damaged/defective. Please DO NOT DISCARD the shipment. This includes the product(s) purchased and packaging. Please contact our Customer Care Team within 7 days of delivery with:

• Photos of the shipping box (all sides)
• Photo of the shipping label
• Photos of the packaging materials
• Photos of the damaged item (multiple angles)
• A short video showing the packaging, the item, and the damage

This helps us verify the issue and resolve your claim quickly.

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What if I threw the item away because it was leaking or shattered?

We understand that some items may be unsafe to keep. However, for us to issue a refund or replacement, we must receive either:

• A clear video showing the damaged item and packaging, or
• The item itself returned to us, unless we advise that it cannot be safely shipped.

Claims submitted without the item or required media cannot be approved.

Please contact our Customer Care Team within 7 days of delivery.

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What if I threw away the shipping box or packaging?

To validate a damaged-item claim, we must be able to review the shipping box, shipping label, packaging materials, and the item itself.

If these materials are no longer available, we may be unable to verify the claim, and the item may need to be returned in order to proceed.

Please contact our Customer Care Team within 7 days of delivery.

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I don't have any photos or video. Can you still issue a refund or replacement?

We understand situations happen, but we must verify damage before issuing a refund or replacement. If photos and video are not available, the damaged item must be returned so our team can inspect it.

If the item and/or packaging cannot be provided, we may be unable to complete the claim.

Please contact our Customer Care Team within 7 days of delivery.

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Why do you require photos and video for damaged-item claims?

We require photos and video because:

• It allows us to verify the issue accurately
• It helps us identify packaging or carrier issues
• It prevents fraudulent claims
• It ensures the correct resolution for your order

If photos or video cannot be provided, we may require the item to be returned for inspection.

Please contact our Customer Care Team within 7 days of delivery.

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What happens if I can't provide proof and also cannot return the item?

In these situations, we are unable to validate the claim and cannot issue a refund or replacement.

For safety and quality control reasons, our team must verify the damage through photos, video, or physical return of the item.

Please contact our Customer Care Team within 7 days of delivery.

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Why do I need to keep the packaging?

Packaging is required to:

• Verify carrier or warehouse damage
• Ensure safe return shipping
• Complete the claim review

We suggest you keep all packaging and materials until your order has been fully inspected. If packaging is not available, a return may be required.

Please contact our Customer Care Team within 7 days of delivery.

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