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Faqs

Products

1. What makes your Oud so special?

All the Oud used in our fragrances is 100% pure, natural and sustainably sourced. We work only with sustainable plantations, and we are the only perfume house that can absolutely guarantee that the source of our Oud is legal, natural and 100% pure.

Recommendation: keep fragrances refrigerated for a cool and more refreshing scent.

2. Where does your Oud come from?

The 100% pure, organic Oud oil that is a key ingredient in all our fragrances, comes from sustainable plantations in Thailand.

3. Are your fragrances for men and women?

Yes, all our fragrances are ‘unisex’.

4. What does each perfume come with?

Each perfume bottle is presented in a luxurious, hand-crafted box, along with an envelope that contains an Oud wood chip, along with an information card certifying the provenance and authenticity of the Oud.

5. Are your products authentic?

All items sold on fragrancedubois.com are authentic, and come directly from the perfume houses themselves. We absolutely guarantee the quality and authenticity of all our perfumes.

General

1. Where can Fragrance Du Bois be found?

Please see ‘Store Locator’.

Shipping and Returns/Exchanges

1. Where do we ship to?

We ship to most countries except Russia, and those currently experiencing conflict/war. Please check the list of countries we ship to, at check out.

2. How much does shipping cost?

Each country’s shipping costs vary. The cost of shipping will be calculated at check out.

3. How long will shipping take?

Subject to customs, you can expect to receive your purchases within 7 working days.

4. Do you do returns or exchanges?

Yes. However, as our products are not cellophane wrapped, the product cannot be returned if the product seal is broken. The cost of shipping both ways is to be borne by the customer. Please see our ‘Returns Policy’.

5. How do I track my order?

Orders are hand packed by our staff and usually processed within 3 working days.

After placing your order, a confirmation email with your order number will be sent to you automatically. You will be informed when your fragrance has been shipped, including a tracking number enabling you to follow the status of your order, and the various stages in the delivery process until such time as your products arrive at their designated destination.

6. Are there taxes/duties involved?

It depends on the destination. We ship to more than 200 countries, and 90% of orders may be subject to additional customs charges.

In the event that you are invoiced for VAT or any other additional tax, Fragrance Du Bois will reimburse you either in the form of a credit or refund.

7. I accidentally placed my order with the incorrect shipping address. What should I do?

If you’ve just finished placing your order, please contact us and we’ll update the address before the order ships from our fulfilment centre. If more than an hour has passed, the chances are that our warehouse staff has already packed and shipped your order. We regret to inform that we are unable to cancel your order once it has been shipped.

8. Why do I have to use Fragrance Du Bois’ designated carrier?

As fragrances are classified under ‘Dangerous Goods’ – we are required to adhere to certain rules, regulations and laws governing the manner in which shipments are sent.

Loyalty

1. How are loyalty points credited?

There are many ways in which to earn loyalty points. Please subscribe to our newsletter to receive seasonal promotions.

You can earn 1 loyalty point for every 1€ spent. For every 10 loyalty points, you can offset 1€.

Here are some other ways of earning loyalty points:

  • Create an account – 20 loyalty points
  • Reviewing individual products – 50 loyalty points
  • Mailing list/newsletter subscription – 10 loyalty points
  • Birthday (on the day itself) rewards – x2 loyalty points

2. What can I do with my loyalty points?

You may redeem your loyalty points upon checkout to offset your purchases, shipping costs, and seasonal promotions.

3. Do the loyalty points expire?

Yes, they expire every 365 days.

4. Are the loyalty points transferable?

No, they are not transferable.

Security and Privacy

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

Yes. Fragrance Du Bois understands that the safety of your personal information is extremely important to you. We use Stripe as our payment gateway. Stripe uses a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access. It is completely safe and secure. For more information, please visit https://stripe.com/docs/security/stripe.

2. Is my personal data confidential and secure?

The purchase procedure obliges you to furnish us with certain confidential data, however, Fragrance Du Bois will never, under any circumstances, disclose the information you provide us with to third parties. The information remains confidential at all times., and will only be used to process your order. If you choose to subscribe to the Fragrance Du Bois mailing list, please note that your email address will not be communicated to any other party, without direct consent and authorisation from you.

Fragrance Du Bois will in no case be considered responsible for the reception, by the user, of emails emitted by advertisers.

As a Fragrance Du Bois customer, you will receive news, information and details of exceptional promotions. You can manage your subscriptions in ‘My Account’.

Payment

1. What are the accepted payment methods?

We accept all international credit cards including virtual cards:

  • Visa
  • American Express
  • Blue Card
  • Discover
  • Visa Electron
  • Mastercard

Fragrance Du Bois will never ask you to send your credit card details via email.

Contact Us

1. Why have my emails not been answered?

We try to respond to all emails as soon as possible. If you have not received a response to an email within 48 hours, kindly check the points below before sending us a message.

- All complaints must be made via the contact form, where you will indicate the subject of your email, your contact details and information about your order.

- Messages may be filtered by anti-spam software, if you have not added Fragrance Du Bois to your address book.

- If you use your business address, your company server may block outside email access. Check with your manager to remove the restrictions.