1. DELIVERY AND OWNERSHIP
1.1 We accept Orders for delivery to mainland Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Israel, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Norway, Switzerland, United States of America, United Arab Emirates, Saudi Arabia, United Kingdom, Thailand, Japan, Dominican Republic only.
1.2 Products will be dispatched by DHL Express or DPD. All our deliveries are made with a proven track record of reliability and speed.
1.3 Subject to successful verification checks of your credit/debit card and identity in accordance with paragraph 4.8 above, We shall do Our best to dispatch the Product to you as soon as possible after you place your order.
1.4 You shall be informed by email/text when the parcel has been processed by DHL Express or DPD. You will have the option to change the date of delivery and nominate a person to take delivery of the Product on your behalf (within a limit of three (3) working days from the originally scheduled delivery date).
In the event that you (or a person identified by you to take delivery of the Product on your behalf) are not available at the time of delivery, you will be contacted by phone via SMS or e-mail to schedule a new delivery slot. Wherever possible, a notice will also be left at your address that delivery of your Order has been attempted.
1.5 As soon as the Product is delivered to you (or a person identified by you to take delivery of the Product on your behalf), you are responsible for it.
1.7 Please note that We are only able to investigate problems relating to your delivery with 10 for up to 14 days following your delivery. Failure to contact us within this period of time may result in us being unable to verify your complaint.
2. CANCELLATION, RETURNS, AND REFUNDS
2.1 Before dispatch.
If you wish to change or cancel your order prior to the Product(s) having been dispatched you can either select the “cancel” option within the Site ‘My Account’ section or write to Our Client Services team to e-mail , with your order number, to discuss what practical options are available to you. Cancellation is possible within 24 hours after placing the order. In the event that your order has already been dispatched, please return your order once received in accordance with Our Returns Policy below.
2.2 After dispatch.
We hope that you will be delighted with your order. However, if you wish to return the Product(s), you have the right to return your order within 14 days without giving any reason, even if the Product is not defective. This right is subject to certain conditions as set out below:
2.2.1 Your cancellation period will expire 14 days after the day on which you (or a person indicated by you to take delivery, other than the carrier) take delivery of the Products. If your order is delivered in multiple lots, the 14 days will start counting from the day on which you (or a person indicated by you to take delivery, other than the carrier) takes delivery of the final Products. For example, if you receive your (final) Product on the 1st of the month then your cancellation period will end on the 14th of that month.
2.2.2 You must inform Us of your decision to cancel your order by a clear statement prior to the end of the cancellation period. You may inform us by any of the methods below, however, it will help Us to process your refund more quickly if you use Our online returns form which can be downloaded from the My Account section of the Site or by writing Our Customer Services Team. Email at .
If you use this option, We will communicate to you an acknowledgment of receipt of such a withdrawal on a durable medium (e.g. by email) without delay.
2.2.3 You have taken reasonable care of the Product prior to return. In particular, this means that you should not have used the Product and any tags, labels or protective packaging should not have been removed.
2.2.4 You return the Product to Us without undue delay and in any event within 14 days of informing Us of your decision to cancel.
2.2.5 You return the Product in suitable packaging to ensure it reaches Us in good condition. In order to ensure the Product reaches us in good condition in accordance with these Terms We recommend you use the original packaging, you received the Product in to return it to Us.
2.3 Faulty products.
Any Product We send you should meet its description on the Site and be fit for purpose. If however a Product is faulty or does not meet the description given on the Site at the time you placed your Order, please contact Our Client Service Team as soon as possible on with your order number.
For faulty products, please return these to Us at Gertrudes street 39-1, Riga, LV1011, Latvia. Following receipt, We will refund the purchase price, delivery charge, and any reasonable shipping costs you incur in returning the Product to Us. Please note that this does not include any costs incurred by you in returning the Products in person.
2.4 Returning the Product(s).
We recommend that the Products are returned to Us using one of the methods described below:
2.4.1 By post to Haute Fragrance Company, Gertrudes street 39-1, Riga, LV1011, Latvia along with the Return Form provided in the delivery package
2.5 Effects of cancellation
If you cancel your Order in accordance with paragraph 2.2, We will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by Us or in the event you chose to keep one or more items from your Order).
We will make the reimbursement without undue delay and not later than:
(a) 14 days after the day We receive back from you any Products supplied, or
(b) (if earlier) 14 days after the day you provide satisfactory evidence that you have returned the goods.
We will make such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
2.6 Products that may not be returned
Please note that, unless they are faulty, you do not have the right to return Products that are sealed for health protection or hygiene reasons where their packaging is unsealed or any protective strip has been removed or damaged. This means that it will not be possible for Us to accept the return of any fragrance or other Product where the cellophane has been unsealed or another protective seal has been removed.