Frequently Asked Questions
Products and Orders
Are the products original?
Yes, of course! All our products are original and of European origin.
How do you accept orders?
We can only accept orders which are processed online through our website. Unfortunately we cannot process orders by email or phone.
Do you sell testers?
At the moment we do not sell testers.
Where is your shop?
We do not have a physical store. We are an online shop.
Is there a minimum order?
No, we do not apply minimum orders on our website.
Do you provide gift wrapping?
Unfortunately we do not have a gift wrapping service at the moment.
Do you charge for transport?
No, transport is free of charge on all products on our website. Our prices include packaging, shipping and VAT
Do your products have excise duties?
Yes, almost all our products carry excise duties in Malta. We are qualified to process customs release and we will take care of this on your behalf without any additional costs. Please note that we are not responsible for tax or duty which may be applicable in other EU countries.
What are the payment methods?
We accept Credit cards (Visa, Mastercard, Revolut etc.), Paypal and Cash on Delivery.
Will you issue a receipt?
Yes, of course. You will receive a receipt on your email.
Shipments & Deliveries
What are the delivery times?
Approximate delivery time for most orders is 1-2 days from when the payment is received into our account.
Where do you deliver?
We deliver to all addresses in Malta and Gozo free of charge. Our delivery times are from Monday to Friday between 8:00am and 5:00pm. The articles offered on this website also qualify for free delivery in the European Union with the exception of Cyprus. We use registered post or GLS for European deliveries.
Can you ship to a different address than the one I registered?
Yes, we can. You will be able to enter the new delivery address before checkout.
Is it possible to check the status of my order?
Yes, a tracking number will be provided on the following working day after you place your order. You will be able to check the updates online.
What if I am not at home at time of delivery?
Deliveries to Malta: If you are not available when the order is delivered, it will be returned to our warehouse. You can collect it from Monday to Friday at Fragrance Malta, Triq ix-xatt, Pietà (opening hours: 9:00am – 5:30pm). Goods will be kept for 7 days.
Deliveries to EU: please visit section 11 of the Terms and Condition.
Registration and use of personal data
Is it mandatory to register?
No, you may place an order without registration. However, we highly recommended that you register your profile in order to receive our periodic updates and benefit from our special offers. Registration is easy and your details will be stored for your next order.
Returns and Cancellations
Can I return or cancel an order?
You have 14 days to cancel and return your order if it is unused and sealed in its original packaging. We will not accept returns for products which have been opened. Return and cancellation policy can be viewed on our terms and conditions.
How can I contact you?
If you are unable to find the answer here, please contact our customer service representatives using the contact form or by sending us an e-mail to firstname.lastname@example.org