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Welcome to the Perfumiya.com Help Center! As the best online perfume and cologne website, we endeavor to provide you with everything that you may need. As promised, we are dedicated in providing you with 100% satisfaction. We pride ourselves in making sure that everyone is having a great fragrance shopping experience. So if you need help with anything, please feel free to browse through this Help page to find the assistance you seek.

FAQ Section Here are the answers to frequently asked questions:

ORDERING

Q1. Your products are priced really cheap. Are the items authentic?
Perfumiya only sells authentic products. We guarantee that all products found on our website are genuine and 100% original. All fragrances, cosmetics, bath and body products and skincare items are sourced from actual manufacturers and reliable suppliers. We carry the same products you see at retail outlets and malls plus some highly discounted original Tester items.

Q2. What is a Tester?
Testers are original products that come with a different packaging. They do not have the designer boxes that regular items commonly come with. Tester fragrances and cosmetics may have the “Tester” designation printed on bottles and packaging. The box is commonly simpler and may come in a plain white or brown box with just the brand name and variant printed and no graphics or fancy design at all. Some testers do not have a cap or a box at all. These are meant to be used as spray bottles for sampling at the counters in department stores. Testers may not have as nice of packaging but the content is exactly the same as the regular version.

Q3. I want an item but it is not available in your E-Shelf.  What should I do?
The Empty E-Shelf notification refers to depletion of stock at Perfumiya.com E-Shelves. However, please be informed that further stocks are available at our warehouse. You can still order an out of stock item but you cannot select an Overnight Shipping option.

Items that are no longer available in our E-Shelves and in our warehouse will be deleted in the listing.

Q4. Can I order through phone? Fax? Mail?
To better serve our customers, we require that all orders are sent through the Perfumiya.com online store. This will facilitate systematic monitoring and processing of orders.

Human errors are likely to occur when orders are made through phone or snail mail so to avoid such, we urge all customers to use the e-store to place an order.

Q5. Do you give discounts for wholesale orders?
All orders from www.perfumiya.com are considered retail orders and are entitled to retail coupons and special offers only. We have a separate wholesale website, which is www.perfumiyawholesale.com, that is dedicated to business to business customers. Wholesale orders are bound by certain terms and conditions that are different from those of retail purchases.

Q6. How do I redeem my coupon/promotional code?
Just enter the coupon code at the Coupon Code box found at your Order page. Remember to enter the coupon before checkout.

Q7. Can I use multiple coupon codes?
Only one coupon code may be used per each transaction.

Q8. Can I purchase a product and have it sent as a gift?
Yes. For a minimal fee, we can have your order wrapped as a present. We can also include your personal message that will be printed on a 3”x5” card.

Q9. Can I purchase multiple products, have them gift-wrapped individually, and sent to multiple addresses?
Multiple products to be sent as gifts to multiple addresses must be ordered as multiple transactions. If you need to send two products as gifts to two different addresses, you need to place each order separately and indicate gift-wrapping request for each individual purchase.

Q10. Why is my order on hold?
Some products are not readily available in our stock room and are stored in our warehouse. It might take 24-48hours for us to receive products from our warehouse. As soon as we receive them, we will process your order immediately.

PAYMENT

Q1. What are the payment methods you accept?
We accept all major credit cards including American Express, Discover, Visa and Mastercard as well as Paypal.

Q2. Do you accept checks?
We will consider accepting checks in the future but in the meantime NO we do not accept checks.

Q3. Is this a secure site?
Yes. All information is encrypted and we use the SSL of Verisign to ensure that customer’s privacy is protected. You can read our Terms and Conditions and Privacy Policy to know more about the secure online shopping that we offer. (Attach link to Terms and Conditions and Privacy Policy)

Q4. Do you charge sales tax?
Yes, we charge merchandise tax fees based on the Federal & Arizona tax rates.

Q5. My card is being declined at checkout. What should I do?
If your card is being declined at checkout, it may be because:

  • You entered a billing address that is different from the billing address filed on your card
  • Your bank does not authorize the payment for security purposes

We recommend that you check with your bank first to ensure that you have the correct address and that you are permitting them to allow the transaction/payment to be processed. If you are still experiencing problems with payment, please let us know and we will do everything we can to assist you.

SHIPPING AND DELIVERY

Q1. How much is the delivery fee?
Delivery fees vary. Delivery charges will depend on the following:

  • Weight, volume and quantity of item/s purchased
  • Preferred delivery method
  • Preferred carrier/freight company
  • Delivery address location

Q2. Do you offer free shipping?
Yes, we do. Retail orders, from both local and international customers, amounting to $75 and above can get free shipping.

Q3. Do you ship internationally?
Yes, we can ship to locations outside US. Please refer to our Shipping page to see the guidelines on International shipping and the estimated shipping costs for International deliveries.

Q4. How do I track my package?
Our freight company offers tracking services to inform you of the status and location of your package. A shipment notification containing your tracking number and the link to the Tracking System Facility of our carrier will be sent to your email address as soon as your orders have been shipped.  Just click on the link and you will be directed to the tracking information page of your order.

Q5. How quickly will I receive my purchases?
Delivery time varies depending on your location and the shipping method you selected. For domestic shipments, it may take 1-10 days for you to receive your package. For International shipments, it will take days to months depending on your chosen freight company and shipping method.

RETURNS AND EXCHANGES

Q1. My order is incorrect. How do I get a replacement?
In the unlikely event that you get an incorrect product, please send notification to us immediately through email or phone. We will review your order and our processing data to confirm the mistake. Shipping fees for the return will be shouldered by the client but will be refunded once the returned item is received in perfect condition by Perfumiya.

Returned items will only be accepted if they are unopened, unused, and not damaged. All forms of packaging, including plastic packaging, box, and seal must be intact and in its original, unopened condition. You may return merchandise within 5 days of receiving your order.

We will not issue replacements or refunds if we are notified of an inaccuracy or discrepancy after 10 days.

Q2. Can I get a refund for incorrect item?
Yes. If the error is proven to be our fault, we will refund your payment for the incorrect order as soon as we receive the wrong item. Please take note of our guidelines for returning items.

Q3. My order/s arrived damaged. How do I get a replacement?
Any claims for damaged items must be submitted to us by e-mail. We request that you take a photo of the actual damaged product and send it to us within 16 hours of receipt of your order. We will notify our partner freight company about this and together we will perform an investigation. Please keep all contents, documentation, and freight packaging. Our carrier may want to examine the damaged package and failure to keep contents and packaging intact may result in non-payment of a damage claim.

Perfumiya will not issue a refund or replacement if notified after 10 days.

Q4. Can I get a refund for damaged item?
We will file a claim to the carrier as soon as we receive the photo of the damaged product. The claim resolution process may take 5-7 business days after receipt of the claim form. We will send you a refund or product replacement once we received the claim settlement.

Q5. Will the customer pay for the shipping charges for products that are being returned?
The customer will pay for the shipping charges of products that will be returned. The shipping expenses will be refunded only if Perfumiya is proven accountable for the order/delivery mistake or damage. 

GENERAL

Q1. How do I receive coupons?
Join our Coupon Contact List to receive special offers and discount codes. Alternatively, you can share our link with your friends and spread the word about us and we will send you coupon codes as a token of appreciation for your gesture.

Q2. Do you sell gift cards or e-gift certificates?
Yes, we do. You can buy gift cards from us and send them as gifts to your family and friends.

Q3. How do I unsubscribe from your mailing list?
Sign-in to your account and click Unsubscribe or send us an email with your request to remove you from our newsletter or coupon subscription list.

Q4. How do I update my information?
Click the My Account tab to edit your information. You can change your name, e-mail, contact details and shipping address at anytime.

Q5. I have a special request, how can I contact you about it?
It is our goal to help to the best of our ability. Please feel free to send us your inquiry through our Online Contact Form (insert link of contact us page) and we will reply to your queries at the soonest possible time.


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