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.
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.
| 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 |
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:
Delivery times are indicative and cannot be guaranteed. Delays due to carriers, weather, or customs are beyond our control.
We partner with the following carriers:
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.
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.
FragranceGems aims to deliver the order to the residential address provided by the customer. If home delivery proves to be impossible due to technical, logistical, or operational reasons by the selected carrier (for example, with international shipments, customs restrictions, or inaccessible addresses), FragranceGems explicitly reserves the right to have the shipment delivered to the nearest pickup point or service locker of the respective carrier.
The customer will be notified of this via track & trace and is personally responsible for collecting the shipment in a timely manner within the period specified by the carrier. If the customer refuses to collect the shipment from the pickup point and the package is returned to us, the shipping and return costs incurred will be deducted from any refund.
Pre-Order
Please note: If your order contains a pre-order item, the entire order will be held and shipped together in a single package once the pre-order item arrives in stock.
If you would like to receive your in-stock items sooner, we highly recommend placing separate orders for pre-order items and in-stock items.
Arrived damaged?
⚠️ 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.
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.
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.
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.
Not satisfied? You have a 14-day cooling-off period.
When will my order ship? Within 1–2 business days, provided the order is placed before 05:00 PM CET.
Can I track my order? Yes, you will receive a Track & Trace code via email.
What if my package is late? Check Track & Trace first, then wait 2 business days before contacting us.
