Verzendbeleid

Last updated: December 12, 2025

Welcome to the FragranceGems shipping policy. Below you will find all information regarding processing times, delivery times, shipping costs, and delivery procedures for all countries we ship to.

Contact Information

FragranceGems 📧 Email: info@fragrance-gems.nl 📞 Phone: +31 6 39 33 84 42 🏢 Address: IJsselstroom 33, Zoetermeer, 2721 AW, The Netherlands

Availability: Monday to Friday: 09:00 AM – 08:00 PM (CET) Weekends and Public Holidays: Closed

Company Details: Chamber of Commerce (KvK): 97698334 VAT Number: NL005283094B75

We aim to respond to your inquiry within 24 hours.

Shipping Overview

Item	Details
Processing Time	1–2 business days after payment
Order Cut-Off Time	05:00 PM (CET, GMT+1), Monday to Friday
Delivery Time (NL)	2–4 business days after shipping
Total Delivery Time (NL)	3–6 business days (processing + shipping)
Free Shipping (NL)	Orders over €75.00
Standard Shipping (NL)	€6.35 (under €75.00)
Shipping Service (NL)	PostNL with Track & Trace
International Shipping	Available to several European countries

Processing Time

Standard processing time is 1–2 business days after receipt and processing of payment. Orders must be placed before 05:00 PM CET to begin processing that same business day.

⚠️ Please note:

Orders placed on weekends or public holidays will be processed on the next business day.
During holidays and busy periods (such as Black Friday or Christmas), processing times may be slightly longer.
We proactively communicate any delays via email.

Delivery Time

Netherlands: 2–4 business days after shipping (Total: 3–6 business days)
Other international destinations: Delivery times average 3–8 business days after shipping
Track & Trace: Always included

Delivery times are indicative and cannot be guaranteed. Delays due to carriers, weather, or customs are beyond our control.

Shipping Services

We partner with the following carriers:

PostNL — Netherlands and Belgium
DHL — Germany and France
DPD — Germany (Service Point) and Croatia
Mondial Relay — France, Italy, Luxembourg, Poland, Portugal, and Spain

Delivery and Transfer of Risk

We are responsible for damage or loss during transport.

The shipping insurance provides coverage for loss or damage to the parcel during transit, after confirmation by the carrier. Claims are assessed based on the results of the carrier’s investigation.

Missing or Damaged Packages

Not received? Check your Track & Trace link and wait 2 extra business days. If the package still hasn't arrived, contact us so we can open an investigation with the carrier.

If an order has not been received, please report this to us as soon as possible. For an investigation by the carrier, additional information or a declaration of non-receipt may be requested. If the customer does not provide the required information within 14 days of our request, we will not be able to proceed with the investigation and the claim cannot be processed further.

Arrived damaged?

If possible, reject the parcel from the courier at the moment of delivery and contact us immediately.
Take photos of the exterior (the package) and contents immediately and contact us within 48 hours at info@fragrance-gems.nl.

⚠️ Photographic evidence is required for replacements or refunds.

If the customer does not provide the required information within 14 days of our request, we will not be able to proceed with the investigation and the claim cannot be processed further.

Package not picked up, refused or wrong address?

If an order is not collected by the customer from a pickup point, parcel locker, or any other pickup location designated by the carrier and is consequently returned to us, any potential refund will only be issued after the return shipment has been received, identified, and administratively processed by us. The customer is requested to contact us for further handling within 14 days at the latest after the return notification, or after it could have reasonably been known that the shipment was returned.

When refunding an uncollected order/returned order (due to refusal/wrong address), the actual shipping costs incurred (even if there was free shipping for the customer) for the initial outbound shipment will be deducted from the amount to be refunded. In addition, a processing fee of €5 will be charged for costs incurred, including but not limited to packaging, packaging materials, processing, identification of the return shipment, administrative handling, and logistical operations.

The remaining amount will be refunded using the same payment method with which the order was placed, after the return shipment has been fully processed.

Address Changes

Before dispatch: Contact us immediately — ideally within 24 hours of placing your order — to adjust the delivery address.

After dispatch: We cannot change the address once the package is in transit. You may try contacting the carrier directly via your Track & Trace link.

Cancellations

If you change your mind before receiving your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Refund Policy.

Returns

Not satisfied? You have a 14-day cooling-off period.

❌ Perfumes may not be opened or unsealed due to hygiene requirements.
✅ Products must be returned in original, undamaged packaging.
💰 Return shipping costs are at your own expense. Additional processing fee may be charged, see our return policy
Exceptions --> see our return policy