FAQs*
- How do I return an item?
You can return an item to us within 14 days after receiving the order. Returning an item to us is at your own expense. To be eligible for a return, your item must be unused and in the same condition that you received it in. It also must be in the original packaging.
- What is your online return policy?
All returns must be sent back to Excluscents within 14 days of delivery. Please visit the 'refund policy' page and follow the instructions to apply for a return.
All returns must include the delivery note, otherwise, we cannot process the returned item(s). Please pack all returns carefully to avoid them from being damaged during transit.
All products must be returned in their original packaging..
Please always use a reliable courier and include tracked and insured postage to ensure the safe arrival of the package, as we cannot take responsibility for damaged or lost items. Always keep proof of postage. Return shipping costs will not be refunded.
Returns are normally processed within 10 business days after arrival. We will credit the card used for the purchase of the initial order. In the case of a Paypal transaction, the payment will be refunded to the Paypal address used for the initial order. If you have further questions regarding your issue, please feel free to contact our customer service: support@excluscents.com.
- How long does shipping take?
PLEASE NOTE: This does not include the time that we need to process your order to get it shipped out. We always try to ship out your order the same or the next business day. When we have big launches, we may need more time to process all the incoming orders. You can find the estimated shipping/delivery time at checkout.
- How much does shipping cost?
Your shipping will be calculated according to the size of the order you’re placing, the destination it needs to be shipped to and the carrier service of your choosing. The shipping costs vary, please check your shipping cost at checkout. All standard shipping methods are free of charge to BeNeLux and Germany, when ordering products valued more than €50. Express (or overnight) shipping always do come with extra fees.
- Will you restock this item?
Most of our products are frequently restocked. Some of our items are in limited quantities, these products might not be restocked.
- I don’t have my return form, what do I do?
In order to receive a return form please contact our Customer Service team at support@excluscents.com, so we can provide you with a return form. We do not enclose these in the package in order to reduce paper waste.
- Can I change or cancel my order?
After completing your order it is not possible to change or cancel your order, as for your order is processed by our fulfillment team instantly and we are not able to interfere in this process.
If there is an emergency, please contact us directly through e-mail, contact us at: support@excluscents.com. Our team will try to assist as good as possible regarding the emergency.
- What is your return address?
Our return address is shown on the return note. Please make sure to send your return back to the address that your order has been shipped from.
- Do you ship to BFPO addresses?
No. We do not ship to BFPO addresses.
- Can you confirm you have received my return?
We aim to process returns within 10 business days of receiving them. You will be notified via email once the return is complete.
We suggest you make a note of the tracking number of your return shipment. This will allow you to track your parcel at every stage of delivery, including arrival. Please note that it could take us time to process that your return has arrived, which means that it may take longer before you receive confirmation by e-mail.
Should you have any questions about your return, please feel free to contact our Customer Service team.
- Do you ship to my country?
Please check in our checkout page if we are able to deliver at your requested address. We only deliver to Belgium, Germany, Luxembourg and the Netherlands.
- Where is my order?
You can find the status of your order in your account on our website. If your order has been dispatched you have received a shipping email with your tracking number. With this number you can track your parcel.
- How do I know if my item has been dispatched?
As soon as your order has been dispatched you will receive a shipping email. This email will contain your tracking number where you can track your parcel with.
- Where can I find more information on a product?
All our products in our webshop are provided with a product description and product code. Please scroll down on the product page to find the product description.
- How long will it take before I receive my refund?
Refunds are normally processed within 10 business days after arrival.
- There is a problem with the order I received.
If you have a problem with the order that you received, please contact our customer service team by sending an e-mail. For instance: you have received a wrong item or if the item has a defect. If necessary, attach a picture of the problem that you are facing. To make it easier for us to find you in our database, please include your order number in the e-mail subject. Our customer service team will get in touch with you as soon as possible and will see how they can find a suitable solution for you. You can reach our customer service at support@excluscents.com.
- Do you ship to PO Box addresses?
No. We do not ship to PO Box addresses.
- Can I change the shipping address?
For all orders placed online we provide the option to ship to an address different from the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address or to verify details with our customers before shipping to a different address.
If you have made a mistake with your shipping details please contact our Customer Services team immediately via e-mail and we will try to amend them.
Please note, due to the speed of processing orders, we can make no guarantees to change addresses prior to shipping. As soon as your order has been locked for processing, we are unable to amend the shipping address.
- Do I pay customs & import charges if I live outside the EU?
Customs and import duties are charged once the parcel reaches its country of destination. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot calculate these costs upfront as customs policies and import duties vary widely. You can try to get in touch with your local customs office for current import rates/ charges before you order, so that you will not be surprised by the extra costs that may occur.
Customers take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will be deducted from your refund.
- How do I know if my order was successful?
You will receive a confirmation e-mail as soon as your order has been placed and is being processed. You will receive a further dispatch confirmation email once your order has been picked, packed and is ready to be dispatched.
If any other issues occur, our customer service team will get in touch with you to let you know what is going on.
- Can I exchange my order?
We do not do exchanges. If you want a new item, please return the one you received for a refund after applying for a refund at support@excluscents.com. You will then have to place a new order. Shipping and return costs are not refundable.
- Can someone else sign for my shipment?
Yes, someone other than the addressee can sign for your shipment. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Questions regarding perfumes
- What is Eau de Parfum, Eau de Toilette and Eau de Cologne?
Perfume contains 15-30% fragrance ingredients, Eau de Parfum 8-15% fragrance ingredients, Eau de Toilette 4-8% fragrance ingredients in concentrated alcohol. Eau de Cologne contains 3-5% fragrance ingredients in dilution, often with 70% ethanol (contains 70% ethanol).
- How to choose the right perfume or similar product?
Above all, according to your own taste. Never choose the scent of a "sample" prepared for testing or similar product, do not apply to a cotton pad, or spray into the cap, which will then be exposed to air for an extended period of time. Such a "sample" does not correspond to the scent of the perfume in a closed package.
- Is it true that the same perfume smells different on each person?
Yes it's true. Each person has its own specific smell. Everyone has a different PH value of the skin, so that one smell can smell nice and the same smell can really be 'dirty' with another.
- Does perfume change, for example, when I eat spicy food?
The smell of perfume does not change, however, the smell of your skin changes, which exudes the smell of metabolic conversion of ingested food. This change is the reason why the smell of perfume differs in general impression than the perfume itself.
- Can perfume affect your mood?
Yes, very much. Perfume affects your emotional state. Pleasant smell can improve your mood, on the contrary of pungent, very intense smells can make you restless and cause a number of problems.
- Are your perfumes long lasting?
All of our perfumes contain much higher percentages then most other brands. Often, this means that they will last longer than others. We aim to produce all our perfumes in the highest quality possible. We aim to get our scents to last longer than the perfumes they were based on.
- Are there rules on how to use perfume?
Yes. Perfume should never "terrorize" the environment. Here, more than elsewhere, the principle "less is more" applies. It is common to use lighter Eau de Toilette or Cologne during the day. Perfume itself is only used for exceptional and festive occasions. It is advisable to choose a fragrance according to the season. For the hot summer days, fresh flowers or citrus scents, etc. In the cold seasons, heavier balsamic and oriental scents are used. This is of course not a hard and fast rule. The choice of a fragrant wardrobe of every woman and man is governed by their personal taste and way of life.
- Why not use several scents at the same time?
Each perfume is a harmonious composition in itself. If another strongly intensively scented perfume is used at the same time, disharmony often arises, which causes unpleasant expectations due to its own complex composition.
- How and where to "apply" perfume?
This is mainly a question of concentration. In general, the perfume is applied to places where the most blood vessels lie under the skin, ie on the inside of the elbows, in places where the skin is warmest, where the perfume fully develops. Perfume is also applied to the hair just above the scalp. An Extremely good perfume, comes into its own on clothing made of natural material and fur, but be careful with white, light clothing and especially on natural silk.
- How long does perfume last and how do you know it's not quite right?
Perfumes have icons that reveal how long a perfume and its properties do not change after opening. It varies by scent and ranges from 12 to 36 months. Perfume that is in the original unopened bottle will last for several years. The perfume, which has changed color, and usually in a darker shade, and has the resin ring on it usually indicates that it is old. Acids and resinous odors also indicate that a perfume or similar product has already had its shelf life. To make sure you perfume lasts as long as possible, do not put it in direct sun light or store in high temperature areas.