FAQ - Frequently Asked Questions
Here you will find answers to the most frequently asked questions about our products, orders, shipping and returns.
Our goal is to provide you with the most important information quickly and easily.
Authenticity & origin of the products
Are your perfumes original?
Yes. We are the official distributor of Lattafa and French Avenue in Europe and source all brands directly from the manufacturers. Every product is brand new and in its original packaging.
How can I verify authenticity?
Original packaging, a security/hologram seal, and a batch code are all reliable features. If you have any questions, we're happy to help with an authenticity check.
Do you sell testers or only retail goods?
In our online shop, we only sell original, sealed retail products. Testers may be available upon request for business customers (B2B).
Order & Payment
What payment methods do you offer?
We accept all major credit cards and PayPal. More payment methods will be added in the future.
Can I receive a VAT invoice?
Please contact our customer service to receive a business VAT ID invoice.
Can I change or cancel my order later?
As long as your order hasn't been shipped, we'll try to accommodate changes or cancellations. Please contact us as soon as possible with your order number during our business hours .
Shipping & Delivery
Where do you currently deliver?
We currently only ship within the Netherlands. We will soon expand shipping to Austria and Germany, and then gradually to other EU countries.
Which shipping providers do you use?
Depending on our workload, we ship with leading parcel services in the Netherlands and Europe, such as PostNL, DHL, or DPD. The appropriate service provider is selected based on the currently best provider.
How long does delivery take within the Netherlands?
We guarantee a maximum delivery time of 4 business days. However, delivery usually takes place within 2 days.
Will I receive shipment tracking?
Yes. As soon as your package leaves our warehouse, we will send you a shipping confirmation with a tracking link.
Are there shipping restrictions for perfumes?
Perfumes contain alcohol and are classified as Class 3 dangerous goods (UN 1266). Within Europe, shipping is therefore typically by road transport according to ADR/Limited Quantities. Air freight and certain destinations may be restricted.
Return & Cancellation
How does the return work?
You have the statutory 14-day right of withdrawal for distance selling. Returns are possible for unopened, unused products in their original packaging. Please contact us, and we will arrange the return.
Can I return an opened fragrance if I don't like it?
For hygiene and product safety reasons, opened perfumes cannot be returned unless there is a defect.
My package arrived damaged/leaked – what should I do?
Please report any damage within 48 hours with photos of the packaging, shipping label, and product. We'll arrange a replacement or refund.
How quickly will I receive my refund?
After receipt and inspection of the goods, we will refund you within 5-10 business days using the original payment method.
Products, Ingredients & Safety
Do you list ingredients and allergens?
We display the INCI list and, where provided by the manufacturer, information on fragrance allergens. Labeling complies with the EU Cosmetics Regulation (Regulation 1223/2009).
Do your fragrances meet IFRA standards?
We work with brands that adhere to IFRA standards for the safe use of fragrances. Manufacturers provide IFRA certificates of conformity.
How do I store perfumes properly?
Store in a cool, dry place away from light – away from direct sunlight or excessive heat. Use opened bottles as soon as possible and reseal tightly.
Why does my fragrance smell different than expected?
Skin chemistry, temperature, humidity, and storage influence perception. Slight variations may also occur between batches—this is normal.
Account, B2B & Support
I'm a retailer. Do you offer B2B terms?
Yes. As a supplier to leading European perfumery chains, we offer B2B terms for retailers. Please contact our support team via the usual channels.
How do I contact support?
The quickest way to reach us is via chat or WhatsApp. You can also contact us via email or contact form.
Taxes, Legal & Security
Can I have my order delivered to DHL Packstations?
We currently only ship within the Netherlands. Once shipping to Germany begins, we will consider supporting Packstation deliveries.
Do your products contain alcohol and are there any safety instructions?
Many fragrances contain alcohol. Please keep away from heat/flames, use externally only, and keep out of reach of children.