FAQs
Order Enquiries
I have not received any updates/emails about my order?
Please check the junk/spam folder as the email could be there. If it's not there, please reach out to the team and they will resend the tracking information.
I am trying to place an order but the website keeps crashing?
We are working on the website from time to time. We would advise checking the website an hour later and trying again. If it does not work, WhatsApp the team and they will look into this.
I placed an order for a product but now I do not want it, can I get a refund?
If the order has been dispatched, unfortunately we can't refund. If your order is not yet dispatched, please contact our team so they can cancel your order.
Shipping issues
Why is delivery taking so long?
We use a trusted company for shipping service, they aim to make deliveries the next working day but can take up to 3 working days to arrive.
If your order does not arrive within 3 business days, please contact us so we can resend your order.
It has been over a couple of weeks and my order has not been delivered
In case of any delay, we shall communicate before. This might happen during festive seasons.
My tracking information states delivered but I do not have the product?
We ask you to check with neighbours and family to ensure it is not with anyone else. If not, please contact our delivery person as they are able to provide better information such as where your order was delivered/who it was delivered to.
I put the wrong address details in my order, can this be changed
Yes, kindly inform us via WhatsApp before your order is delivered.
I have not received any emails/updates about my order?
Please WhatsApp the team with your order details so we can resend your order confirmation with tracking information.
Do you offer international shipping?
Yes, we do. However, there may be extra costs relating to import and customs duties which the customer will need to pay for.
What delivery service do you offer?
We offer express delivery which normally delivers the order within 3 days depending on time of ordering.
My tracking status won't update, is there something wrong with my order?*
We only updates when a delivery attempt is made, if there is no update then it means your order is still on its way. If your order doesn’t arrive within 3 working days, please contact us as your order might be lost.
Received incorrect items*'
Please send us a picture of the items received alongside your order details so we can sort out a replacement for you.
Issue with Bottle
My bottle is leaking, how can this be sorted?
We offer 2 options for leaking bottles. The first option is returning the bottle which would be replaced once received, or we would send you a 2ml or 3ml bottle to compensate for the perfume lost alongside a replacement label if necessary to avoid the hassle.
My bottle arrived broken, how do I get a new one?
We would replace any broken bottles with new ones. To ensure this is the case, we ask for photo evidence prior to sending a replacement.
The roller has no ball in it, can I get a new bottle?
Yes, depending on the condition of the bottle we would send you a new rollerball.
My roller is not working, how can this be fixed
The rollers arrive tight to avoid leakages during transit, they loosen with use but some can be too tight. To loosen the ball, press the bottle down on a hard surface like a table. This should loosen the plastic housing, If this doesn’t work please email us with your order details.
The label has been damaged, can I get a new one?
Sure, depending on how your label was damaged we will offer a replacement bottle which would require you to send your one back or we can send you a new label if you wish to avoid the hassle.
My label has not been applied properly, how can this be fixed?
All of our labels are applied by hand, which means sometimes our bottles are not perfect, sorry! We are happy to resend labels for you to replace or you can send the bottle back to us for a replacement.
I have not received any updates/emails about my order?
Please check the junk/spam folder as the email could be there. If it's not there, please reach out to the team and they will resend the tracking information.
I am trying to place an order but the website keeps crashing?
We are working on the website from time to time. We would advise checking the website an hour later and trying again. If it does not work, WhatsApp the team and they will look into this.
I placed an order for a product but now I do not want it, can I get a refund?
If the order has been dispatched, unfortunately we can't refund. If your order is not yet dispatched, please contact our team so they can cancel your order.
Shipping issues
Why is delivery taking so long?
We use a trusted company for shipping service, they aim to make deliveries the next working day but can take up to 3 working days to arrive.
If your order does not arrive within 3 business days, please contact us so we can resend your order.
It has been over a couple of weeks and my order has not been delivered
In case of any delay, we shall communicate before. This might happen during festive seasons.
My tracking information states delivered but I do not have the product?
We ask you to check with neighbours and family to ensure it is not with anyone else. If not, please contact our delivery person as they are able to provide better information such as where your order was delivered/who it was delivered to.
I put the wrong address details in my order, can this be changed
Yes, kindly inform us via WhatsApp before your order is delivered.
I have not received any emails/updates about my order?
Please WhatsApp the team with your order details so we can resend your order confirmation with tracking information.
Do you offer international shipping?
Yes, we do. However, there may be extra costs relating to import and customs duties which the customer will need to pay for.
What delivery service do you offer?
We offer express delivery which normally delivers the order within 3 days depending on time of ordering.
My tracking status won't update, is there something wrong with my order?*
We only updates when a delivery attempt is made, if there is no update then it means your order is still on its way. If your order doesn’t arrive within 3 working days, please contact us as your order might be lost.
Received incorrect items*'
Please send us a picture of the items received alongside your order details so we can sort out a replacement for you.
Issue with Bottle
My bottle is leaking, how can this be sorted?
We offer 2 options for leaking bottles. The first option is returning the bottle which would be replaced once received, or we would send you a 2ml or 3ml bottle to compensate for the perfume lost alongside a replacement label if necessary to avoid the hassle.
My bottle arrived broken, how do I get a new one?
We would replace any broken bottles with new ones. To ensure this is the case, we ask for photo evidence prior to sending a replacement.
The roller has no ball in it, can I get a new bottle?
Yes, depending on the condition of the bottle we would send you a new rollerball.
My roller is not working, how can this be fixed
The rollers arrive tight to avoid leakages during transit, they loosen with use but some can be too tight. To loosen the ball, press the bottle down on a hard surface like a table. This should loosen the plastic housing, If this doesn’t work please email us with your order details.
The label has been damaged, can I get a new one?
Sure, depending on how your label was damaged we will offer a replacement bottle which would require you to send your one back or we can send you a new label if you wish to avoid the hassle.
My label has not been applied properly, how can this be fixed?
All of our labels are applied by hand, which means sometimes our bottles are not perfect, sorry! We are happy to resend labels for you to replace or you can send the bottle back to us for a replacement.