Frequently Asked Questions

Find all the answers to any questions you may have

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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. Everything You Need to Know About Our Products

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

The formulas we offer are ready to use. They are formulated—that is, diluted in denatured alcohol to the specified percentage—and then macerated for 4 to 6 weeks before being filtered to remove any impurities. These formulas offer 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 your desired concentration level. They offer a wider range of concentration options for a 100% custom creation.

How can I ensure that the product complies with regulations?

You will find all compliance information related to the product in the "Regulatory" tab on this page. Please feel free to review it. 

 

If you would like more information or are having any trouble, please feel free to contact our customer service department. We will answer all your questions.

How should I store the product I want to buy?

To preserve your formula or fragrance base, we recommend storing it away from direct sunlight at room temperature (between 18 and 30°C). Formulas and fragrance bases do not respond well to sudden changes in temperature. We therefore recommend that you take care to avoid any thermal shock. 

 

Finally, most formulas/bases contain ingredients of natural origin. As a result, their color may vary over time depending on exposure to light, as well as on the year and/or season, since each harvest of natural ingredients can vary.

Are the perfumes made in France?

Yes, we make our own perfumes in our workshops in Aubagne, Provence. We also work with local partners who assist us in various ways.

Do your perfumes last a long time? 

We offer scented blends that have been pre-tested and whose staying power and longevity we believe are as optimal as possible—at least 4 hours. As such, we have selected only a portion of our entire fragrance library: the scents with the concentrations best suited to offer you the widest possible range of scents.

How can I ensure that fragrances comply with regulations? 

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

 

Please note: You will be asked to pay a portion of these fees when your order is confirmed.

2. I want to place an order

Can I order samples?

We do not offer samples. 

 

However, you can order our smallest sample-size 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 displayed directly on the payment page. Please feel free to contact us if you encounter any issues or if you have any questions.

How many bottles do I need to order to get a custom perfume?

Orders can be placed for a minimum of 50 units per SKU. We are committed to offering you affordable prices. Below this threshold, the prices we would have to charge do not seem reasonable to us. That is why we have decided to allow fragrance customization for orders of 50 units or more.

3. I have a question about my order

How long will it take to receive my personalized perfumes? 

Please allow about one and a half months for your custom perfume order to be ready for shipment. Our partner produces your custom labels and cases on demand and typically delivers them to us within one month. We then immediately proceed to package your products.

How long will it take to receive my fragrance?

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

 

If your product is out of stock, this timeframe may be extended. If that is the case, our customer service team will contact you to provide an estimated shipping date.

My order still hasn't been shipped. What should I do? 

Orders placed on our website are prepared and shipped as quickly as possible, in accordance with the delivery times listed on the website. 

 

Before contacting us, please check the estimated delivery times, as they vary greatly: 

- 6 to 8 weeks for personalized products

- 24/48 hours for the fragrance blends and bases available in our product catalog. 

 

If these timeframes have passed, please contact our customer service department, which will work with you to check the status of your order.

I can't track my package

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

 

This email was sent directly to the email address associated with your customer account. If you can't find this email, please: 

  • Please check your spam folder—it's not uncommon for email accounts to automatically filter out these types of emails.
  • Please wait a few days; if you haven't received an email, it means your order hasn't been shipped yet.

 

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

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

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

If your order hasn't arrived by the expected delivery date, we're here to help. Before you contact us, here are a few things you can check on your own:

  • Click the tracking link in your confirmation email to find out where your order is.
  • Please check your account to make sure the shipping address and your contact information are correct.
  • If you have received a delivery notice from one of our carriers, your package may be waiting for you at your local post office or at the nearest pickup location. If it is still with the carrier, please contact them directly to arrange a new delivery.
  • Check with your neighbors to make sure they didn't pick up the package while you were away.
  • Check with anyone who lives at that same address.

If you still haven't found your package after completing all of these steps, please contact our customer service team, who will help you with the next steps.

4. I want to cancel/return my order

Can I cancel my order?

You can cancel your order if it has not yet been processed. To do so, we recommend that you contact us as soon as possible after placing your order. If the order can still be canceled, our team will let you know and issue a refund for your order.

 

IMPORTANT: In accordance with applicable law, 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 can return your order at your own expense, provided the products are intact, unopened, and unused (and are not personalized items). That is why we recommend that, if you would like to try the products before purchasing a larger quantity, you order our smallest size to make sure the scent is to your liking.

 

If you wish to return an item, we recommend that you contact our customer service team, who will guide you through the process. Please note: You are responsible for the shipment of returned items. Therefore, we will not be able to issue a refund if your package is lost or damaged.

 

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