FAQs

How can I find out about events, special discounts and fragrance information? 

Subscribe to our Receive Special Offers banner on the left side anywhere on our site.

How can I contact customer service?

Our live customer center is open Monday through Friday from 9:00 am to 5:00 pm (eastern standard time) Please refer to our customer service for holiday hours and summer hours. 
Our toll free number is 1-800-372-4726 (FRAGRANCE). As mentioned, for all customer service information please visit our customer service so we may better help you. 

Do you have a privacy statement? 

Yes, please view our privacy policy.

You are out of stock on the item I want. What do I do now?

We are very sorry that we do not have the item that you need. When an item is out of stock, you can email us at webshop@fragranceexpress.com or call us at 1-800-372-4726. We will add your email address to our notification list. When your item becomes available, you will receive an automated email sent through our system letting you know that your item is available for purchase. The notification list does not hold an item for you and it does not obligate you to make a purchase, so you are welcome to shop around while you wait. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly.

How can I add, modify or cancel my existing order?

We use an automated system, so once an order has been placed it cannot be modified by the customer. Requests for modifications or cancellations must be made through our customer service center by phone or email within 1 hour of submitting the order.   Once an order has left our shipping facility, it cannot be cancelled. The customer will then be responsible for shipping fees in the event of a return. During the busy holiday seasons, we cannot accommodate any cancellations, changes or additions to orders.

How long will it take before orders are processed and shipped?

Domestic orders shipped via our standard shipping are through our Domestic Shipping option.  Orders are sent out the same day before NOON or 24 hours after our deadline and may take from 2 to 8 business days to be delivered (unless expedited service is requested). Shipping charges will be automatically calculated, based on the number of items in your order.  We are not responsible for delays in the shipment of your order if the billing/shipping information is not correct or if you are shipping to an address other than your billing address.  We will contact you via phone or email to verify your order within 24 hours. Please be sure to leave a valid daytime phone number. If we try to contact you by phone and the number is invalid, it could result in the cancellation of your order.

What are your shipping charges, policies, holiday shipping deadlines and transit times?

Visit our shipping policies to view the details. 

How is it that FragranceExpress.com's prices are much lower than the ones found in department stores?

FragranceExpress.com buys and sells designer fragrances in volume so, we may negotiate the lowest price possible from the manufacturer, allowing us to pass those savings along to our customers. Our unbeatable prices and wide selection of brand name products make us the premiere online destination for affordable fragrances and skin care products.

What is the difference between Perfume, Eau de Parfum, Eau de Toilette, and Eau de Cologne?

The differences are simply a matter of the amount or concentration of oils in the fragrance. These oils are called "juice." The highest concentration of "juice" is in perfume (or parfum). Next would be Eau de Parfum, then Eau de Toilette, and finally Eau de Cologne having the least oil concentration. 

What is a tester?

Testers are genuine, authentic, fresh and 100% original. Testers contain the same original fragrance and are used by department stores to help promote a particular fragrance. Testers are made by the manufacturer and sometimes come in a plain box, and sometimes without the decorative cap. Because there is no decorative packaging, we can purchase these items for less and pass the savings on to you. 

What is the difference between 50ml and 100ml and the 1.6 versus 1.7 and 3.3 versus 3.4?

100 ml equal exactly 3.381 oz. In some instances, companies offer 3.4 and some 3.3, in which they rounded off. According to a conversion website:
100 milliliter = 3.381 ounces [US, liquid]
So, if you happen to receive a 3.3 oz and ordered a 3.4 it is an honest typographical error and you did receive the correct item with the full amount.

Does FragranceExpress.com sell copies, old and or used products?

We do not carry or sell any imitations, old, or used items. All of our products are the same quality you would expect to find at the department store. We sell 100% authentic brand named fragrances.

Can I have my order delivered to a post office box?

Yes, choose domestic shipping, USPS delivers packages to post office boxes.

Do you ship internationally? 

Yes, we do ship internationally. For pricing and delivery method visit shipping for more information

Once the order has left FragranceExpress.com, who is responsible for delivery?

Once the order has left our premises, it is up to our carrier (UPS or USPS) to deliver the package. On your behalf, we will seek recourse for anything lost or damaged and replace damaged or missing products.

Do you charge tax on your orders?

We only collect 7% tax on orders shipped within the state of Florida. 

What is your return policy?
In order to return merchandise, you must obtain an RA# (Return Authorization #) number from our customer service department. 
1-800-372-4726 or support@fragranceexpress.com

You may return any unopened merchandise (except Skincare treatment, Haircare, and Makeup items) in its original condition, including original packaging and packing slip within 30 days of receipt and you will receive a full refund less shipping, restocking and handling fees and any gift wrapping charges. 

Any shipping cost you incur to return the product to us will not be refunded. 

Shipping cost is non-refundable for undelivered, unclaimed or returned packages, unless we made an error. 

We do not offer refunds or exchanges on Skincare treatment, Haircare, or Makeup items due to health reasons. Please make your selections carefully. 

We require the following information to process your return. (If this information is not included, we will be unable to process your return.)

•   RA# (Return Authorization #)

•   Full name and address

•   Phone number

•   E-mail address

•   Packing slip

•   Original Order Confirmation Number

•   Invoice Number

•   Your reason for returning the merchandise

What if my order arrives damaged?
If UPS or Fedex kicked your box around and your order arrived damaged, don't worry, we will take care of it. First thing...please contact us immediately. Claims must be submitted to our customer service center within two (2) business days after receipt. You must keep all contents and packaging for 10 business days, due to the fact, that we might ask you to photograph it and email your photos to us for verification of damages. All claims against the common carrier will be made by us. UPS and FedEx may want to examine the damaged package, so failure to keep all contents and packaging will result in the non-payment of claim. We will not be responsible for, nor issue a refund, if notified after two (2) business days. 

Can I pay for my order by check or money order, what types of payments do you accept?