ORDERS & SHIPPING
MAY I CANCEL MY ORDER?

Any canceled orders will refunded as a store credit only.

Once the order processing has begun, orders may not be canceled.

Sample orders are made to order and may not be canceled if the samples have already been made.

Unless otherwise authorized in advance, cancellations will automatically incur a 20% restocking fee.

Please contact us to determine if your order is eligible for cancelation.

WHEN WILL MY ITEM SHIP?

Current processing time is 3-5 business days*.  Processing time begins the first business day after your order is received.  Orders will ship within 3-5 business days barring any unforeseen circumstances.

Note:  Sample orders may take an additional day for processing as they are made to order.

*Business days are:  Monday through Friday (excludes Federal holidays and weekends)*

HOW LONG WILL IT TAKE MY PACKAGE TO ARRIVE?

Order Transit Time:   We use shipping carriers that typically take 3-6 business days in transit (excludes Federal holidays and weekends).  

Note:  Shipping times noted on the checkout page are transit times only!  Processing time is not included in the shipping carrier estimates (see below for processing times).

see "WHEN WILL MY ITEM SHIP?"

WILL I BE ABLE TO TRACK MY PACKAGE?

Yes. Upon shipment, you will be notified by email or SMS with a tracking number for your order.

IF AN ITEM IS ON BACK ORDER OR OUT OF STOCK, WILL MY ORDER BE SPLIT INTO MULTIPLE SHIPMENTS?

No, if an order contains an item that is on back order or out of stock, the entire order will be held until the missing item(s) is back in stock.

WHAT IF MY ORDER ARRIVES DAMAGED?

Please take photos of the outer package, the inside of the package and the contents in the package and contact us immediately.

Unless otherwise authorized in advance, refused or returned packages will incur a 20% restocking fee.

If, for some reason, your product arrives broken or damaged, please contact us immediately. Please be sure to notify us of any defect within 14 days of receiving your order, as anything outside this timeframe may no longer be valid for resolution.

WHAT IF MY ORDER DOES NOT ARRIVE?

If, for some reason, your shipment does not arrive, please contact us immediately.  Please be sure to notify us of any issue within 14 days of the estimated delivery date, as anything outside of this timeframe may no longer be valid for resolution.

I PAID FOR EXPRESS SHIPPING, BUT MY PACKAGE WAS NOT DELIVERED ON TIME. WILL YOU REFUND THE SHIPPING COST?

No, shipping cost will not be refunded in any instance, unless it is refunded to us by the shipping carrier.  If a portion is refunded by the shipping carrier, we will refund only what is returned to us by the shipping carrier.

MY PACKAGE WAS RETURNED TO YOU BECAUSE THE CARRIER DIDN'T DELIVER IT. WILL MY ORDER BE REFUNDED? WILL YOU ATTEMPT TO RE-SHIP?

If your package is returned to us because it is refused, undeliverable to the address provided at checkout, it is not picked up when a notice is left, etc., the "return" will be handled in the same way all returns are handled.  Please see "May I return my item?".

If you would like to have the package shipped again, we will invoice you for the shipping costs to re-ship your item and once the invoice is paid, we will attempt shipping again.

DO YOU SHIP TO MY COUNTRY?

Currently, we ship to the USA, Canada and other International locations upon request.  If you would like to discuss shipping to your country, please contact us and we will see if arrangements can be made.

Any and all taxes, duties, fees, or other country-specific requirements for delivery of your parcel are solely the responsibility of the buyer.  We do not pay taxes, duty fees, etc. that are imposed by your country.

NOTE: Once the package leaves us, we have no control over carrier delays.  Please be sure to include Route Shipping Protection when you place your order as many packages have been lost or terribly delayed when shipping internationally.  We apologize for the inconvenience.

WILL MY SHIPMENT REQUIRE SIGNATURE DELIVERY?

For security reasons, orders may require a signature on delivery for any of the following circumstances:

  • Order value exceeds $150
  • Order contains a discontinued item
  • Order contains an item that is difficult to replace for any reason
  • The order’s shipping address has previously had delivery issues
  • Route insurance coverage was declined
I PAID FOR INTERNATIONAL SHIPPING, BUT MY PACKAGE WAS RETURNED TO YOU. WILL I RECEIVE A REFUND?

No, shipping cost will not be refunded in any instance, unless it is refunded to us by the shipping carrier.  If a portion is refunded by the shipping carrier, we will refund only what is returned to us by the shipping carrier.

SAMPLE VIALS
WILL I RECEIVE A FREE SAMPLE WITH MY ORDER?

We offer complimentary sample(s) with every order as noted below.

  • Samples-only orders (includes samples of any size), you will receive one free manufacturer sample vial chosen by us from our available stock.
  • Sale orders (for orders containing items on sale or marked down), you will receive one free manufacturer sample vial chosen by us from our available stock.
  • Product orders and sample orders meeting the order size criteria below (based on net product order only) can typically expect to receive the following samples with their order (note exceptions below):

    o $80 – $149       2 free samples

    o $150 – $199:     4 free samples

    o $200 – $299:     6 free samples

    o $300 plus:           8 free samples

Exceptions:

  • Order size criteria above is based on the net product total after any discounts and excluding any shipping and/or other fees, if applicable.
  • This does not apply to orders containing sale items or items marked down, as noted above.
  • You may enter your sample request(s) in the box just before clicking “checkout”.
  • We will do our best to accommodate your sample requests; however, they cannot be guaranteed, and substitutions may occur at our discretion.
  • Premium samples are not guaranteed and may count as multiple samples at our discretion.
  • Multiple orders will be automatically combined and the samples will be based on the total of all orders.
ARE THE SAMPLE VIALS YOU MAKE SPRAYER VIALS OR DABBERS?

They are sprayer vials.

RETURN POLICY
WHAT IF I DON'T LIKE THE SCENT I ORDERED?

We apologize that you are unhappy with your purchase, but we cannot re-sell an opened or used item. We encourage you to buy a sample to test prior to making a blind buy purchase as we do not want you to be disappointed. Please be sure about your choice prior to purchasing as we cannot be responsible for buyer's remorse.

MAY I RETURN MY ITEM?

Some products (*see exclusions below) may be returned for a refund up to 30 days from the shipment date.

Decants and sample vials may not be returned as they are made to order.

Return shipping costs must be paid by the customer.

Refunds will be given as store credit for future purchase.  To receive a refund (store credit), the item must be unused, unopened and in its original and undamaged packaging (including unopened cellophane wrap where applicable) and all contents of the package must be returned.

Please contact us to receive return authorization and approval.  We encourage you to return the item carefully, so it is not damaged upon its return.  If an item is used or the packaging is damaged, we will only offer a 50% refund upon receipt of the item.

Unless otherwise authorized in advance, returns will incur a 20% restocking fee.

*The following items may not be returned, and all sales are final:

  • Limited Edition Items
  • Discontinued Items
  • Sample vials of any size
  • Sale Items (e.g., Black Friday, Thanksgiving, and other sales or markdowns)
  • Other select items at the discretion of Krystal Fragrance
PRODUCTS
ARE YOUR PRODUCTS AUTHENTIC?

All of our products are guaranteed 100% authentic. We are an authorized retailer and purchase either from an authorized distributor that purchases directly from the manufacturer or directly from the manufacturer themselves.

WHAT IF THE ITEM I WANT IS OUT OF STOCK?

Please use the "Notify Me When Available" button below where it reads "Sold Out" on the item you would like.  Click the "Notify Me When Available" button and you will see a drop down menu to choose the size.  Choose your size and enter your mobile number or email address.  Once you've entered this information, click "Notify Me When Available".  When the item is back in stock, you will receive a notification.

DISCOUNTS
MAY I HAVE A DISCOUNT?

Please contact us and let us know what purchase you are considering. If we can, we will provide you with a discount code; however, please understand that we are a retail store, not a discount site.