Contact and returns
We'll help you with your order
We answer e-mails and calls on working days. Below you'll find how to return a decant and what to do if one arrives broken.
Delivery to Spain
The prices and times below are for the country selected in the shop.
When we hand your parcel to the courier, you get an e-mail with the tracking number and link. Orders placed at the weekend or on public holidays leave on the next working day. Shipping policy
Returns
We fill every decant from an original bottle and seal it before it ships to you. That's why what matters for a return is whether the seal is intact.
Sealed decant
You have 14 calendar days from receiving the parcel to change your mind, no reason needed. The seal must be intact and the decant unused.
Opened decant
Once the seal is broken or the decant has been sprayed, we can't take it back. Perfume goes on the skin, so the law treats it as a product sealed for hygiene reasons (art. 16(e) of Romanian Emergency Ordinance 34/2014).
Problem with the delivery
If a decant arrives broken or leaking, doesn't spray or isn't the one you ordered, we replace it free of charge or refund it, even if you've opened it.
If you don't know the perfume yet, start with a 2 or 3 ml decant. That's exactly what decants are for.
How to return a sealed decant
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01
Tell us
Within the 14 days, e-mail contact@decant-parfum.ro with your order number and the decants you're sending back. We'll confirm by e-mail.
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02
Send the parcel
We'll tell you how to pack it and which courier to use. You have 14 days to send it and you pay the return shipping. We can't accept parcels sent cash on delivery or with postage due.
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03
Get your money back
We refund you within 14 days, the same way you paid and with no fees. If you return the whole order, we also refund the standard shipping. We may wait until the parcel or proof of postage reaches us.
Return address: THE AXN SRL, Calea Moșilor, Nr 88, Sc F, Ap 82, București, România
Did a decant arrive broken or leaking?
We check and pack each one separately, but things can still happen in transit. We sort it out at our cost.
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01
Take a few photos
Photograph the decant and the packaging the way you found them in the parcel.
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02
Write to us soon
Send the photos to contact@decant-parfum.ro with your order number, ideally within 48 hours of delivery.
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03
Get the right decant
We send you a new decant free of charge, shipping included. If we can't replace it, we refund it in full.
If the box looks crushed or wet when the courier hands it over, open it in front of them and ask them to note the problem.
Doesn't it spray on the first press? Press twice so the tube fills up. If it still won't spray, write to us and we'll replace it.
Warranty
Our products carry the legal guarantee of conformity (Romanian Emergency Ordinance 140/2021). If a product doesn't conform, you're entitled to a replacement, a price reduction or to end the contract, as the law sets out.
How long a perfume lasts and how it smells on you varies from person to person, and the colour can differ slightly between batches of the same perfume. That doesn't make a product non-conforming.
Send us a message
If you're writing about an order, add the order number. For a broken decant, e-mail the photos to contact@decant-parfum.ro.
Questions about orders and returns
Can I return a decant I've sprayed once?
No. A sprayed decant is no longer sealed, and opened decants can't be returned for hygiene reasons. If it arrived broken or leaking or isn't the one you ordered, we replace it or refund you.
How soon do I get my money back?
Within 14 days of telling us you're returning the products. We may wait until the parcel or proof of postage reaches us.
Who pays for return shipping?
You do if you've changed your mind. If the product arrived damaged, wrong or not as described, we pay all the shipping.
How long does delivery to Spain take?
5 business days from order confirmation. Shipping costs €8,90 and is free from €30. It can take a little longer at busy times.
How can I pay?
Online by card, Apple Pay or Google Pay. You'll see every option at checkout. Cash on delivery isn't available in your country.
I entered the wrong address. What now?
Write to us as soon as you can with your order number. If a parcel comes back to us because of a wrong address or because the courier couldn't reach you, we'll get in touch to arrange a new delivery, and you may have to pay for resending it.