Frequently Asked Questions

Find answers to all your questions

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2. I want to place an order
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3. I have a question about my order
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4. I want to cancel/return my order
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1. All about our products

What is the difference between a formula and a fragrance base?

The formulas we offer are ready to use. They are formulated, meaning diluted in denatured alcohol according to the indicated percentage, then macerated for 4 to 6 weeks before being filtered to remove any impurities. The formula has the advantage of being a quick, reliable solution based on the expertise of our perfumers.

Our concentrated bases, on the other hand, must be prepared by you according to the desired concentration level. They will offer you a wider range of concentration possibilities for a 100% custom creation.

How do I ensure the product's regulatory compliance?

You will find all compliance information related to the product in the "regulatory" tab on this page. Feel free to consult it.

If you would like more details or if you encounter any difficulties, please do not hesitate to contact our customer service. We will answer all your questions.

How do I save the product I want to buy?

To preserve your fragrance formula or base, we recommend storing it away from strong sunlight and at room temperature (between 18 and 30°C). Fragrance formulas and bases do not like sudden temperature changes. We therefore advise you to avoid any thermal shock.

Finally, most formulas/bases contain ingredients of natural origin. Thus, their color may vary over time depending on light exposure, but also depending on the year and/or season, as each harvest of natural ingredients can vary.

Are the perfumes made in France?

Yes, we make our perfumes ourselves in our workshops in Aubagne, Provence. We also work with local partners who support us in different areas.

Are your perfumes long-lasting? 

We offer perfumed formulas that have been pre-evaluated, and whose staying power and longevity seem to us to be the most optimal possible, at least 4 hours. Thus, we have selected only a part of our entire olfactory library: the scents with the highest concentration that are most likely to offer you the best possible olfactory palette.

How can I ensure the regulatory compliance of perfumes? 

We handle the regulatory compliance of your products. Our company is designated as the Responsible Person for your products, and we are responsible for preparing your Product Information File. In the event of an inspection, we will provide you with all the requested documentation.

 

Please note: a contribution to these costs is required upon validation of your order

2. I want to place an order

Can I order samples?

We do not offer samples.

However, you can order our smallest sample-sized container (available for most of our scents) which will allow you to "test" the scent.

What payment methods are available?

You can pay on our website:

- By credit card

- Via Paypal

- By bank transfer

All payment methods are directly visible on the payment page. Do not hesitate to contact us in case of malfunction or for any information.

What's the minimum order quantity for a custom perfume?

It is possible to place an order from 50 pieces per reference. Indeed, we are committed to offering you an affordable offer. Below this threshold, the prices we could offer you do not seem reasonable to us. This is why we have chosen to allow fragrance customization from 50 pieces

3. I have a question about my order

What is the lead time for receiving my personalized perfumes? 

Please allow approximately 1.5 months for your custom perfume order to be ready for shipment. Our partner produces your personalized labels and cases on demand, which they typically deliver to us within one month. Immediately afterwards, we proceed with packaging your products.

What is the delivery time for my fragrance?

If the product is in stock, it will be shipped within 24/48 hours. Once your order has been dispatched, most of our shipping partners will deliver it within 2 to 5 business days. 

 

If your product is not in stock, this timeframe may be extended. If this is the case, our customer service team will contact you to provide an estimated shipping date.

My order has not been shipped yet, what should I do? 

Orders you place on our website are prepared and shipped as quickly as possible, according to the lead times announced on the website.

Before contacting us, we invite you to check the announced delivery times, as these vary greatly:

- 6 to 8 weeks for personalized products

- 24/48 hours for formulas and perfumed bases available in our product catalog.

If these deadlines are exceeded, please contact our customer service who will check the status of your order with you.

I can't track my package

The easiest way to track a package is to click on the link in the shipping confirmation email.

 

This email is sent directly to the email address associated with your customer account. If you cannot find this email, we invite you to:

  • Check your spam folder; it is not uncommon for mailboxes to automatically filter this type of email.
  • Wait a few days. If you haven't received an email, your order has not yet been shipped.

 

This link will take you to the carrier's website and display the tracking number used for your order.

You can only track your package from the day after it has been handed over to the carrier by our services.

What should I do if my package is marked "delivered" but I haven't received anything?

If your order has not arrived by the estimated delivery date, we are here to help. Before contacting us, here are some checks you can do yourself:

  • Check the tracking link in your confirmation email to find out where your order is.
  • Check your account to ensure that the delivery address and your contact details are correct.
  • If you have received a delivery notice from one of our carriers, it is possible that the package is waiting for you at your local post office or at the nearest pickup point. If it is still with the carrier, contact them directly to arrange a new delivery.
  • Check with your neighbours to ensure they haven't taken the package in your absence.
  • Inquire with anyone else living at the same address.

If you have not found your package after completing all these checks, please contact our customer service who will assist you with the next steps.

4. I want to cancel/return my order

Can I cancel my order?

It is possible to cancel the order if it has not yet been prepared. To do so, we advise you to contact us as soon as possible after placing your order. If it can still be canceled, our teams will inform you and proceed with the refund of your order.

 

IMPORTANT: In accordance with current legislation, the right of withdrawal does not apply to personalized products.

Can I return the product if I'm not satisfied?

If you change your mind, you may return your order at your own expense, provided the products are intact, unopened, and unused (and not personalized products). This is why we advise you, if you wish to test the products before purchasing a larger volume, to order our smallest size to check if the scent is to your liking.

 

In case of a return request, we advise you to contact our customer service, who will guide you through the process. Please note: you are responsible for returned products during transit. Therefore, we cannot refund you if your package is lost/damaged.

 

IMPORTANT: In accordance with current legislation, the right of withdrawal does not apply to personalized products.