Q&A
ORDER
1. How to order on vilhelmparfumerie.com?
1. Select the perfumes you want to buy and add them to your basket.
2. Once your basket is complete, click on "Check out".
3. Is it your first order? You can create your Vilhelm Parfumerie customer account. Already have an account? You just need to identify with your email address and password.
4. Enter your personal information for delivery and select your delivery method
5. You are now at the payment stage, select your payment method, enter your bank information and billing address.
6. Now click on "Pay Now" to complete your purchase.
7. Your order is registered! In a few minutes, a confirmation email will be sent into your mailbox. We will ship your package with great care and you will receive it within a few days. Terms & Conditions
Encounter a problem? Contact our customer service if you have any questions
2. I placed my order, but I changed my mind ... Can I still modify or cancel it?
If you wish to cancel your order, contact our customer service as soon as possible we will do our best to help you.
If your order is already being prepared, we will unfortunately not be able to cancel it. In this case, you must send us back your unwanted item by mail. More information on return conditions Terms & Conditions
3. How do I order a fragrance from a sample I liked?
You can directly order the fragrance on our site.
4. How can I reorder my favorite fragrance?
It is easy to reorder your favorite fragrance! All you need to do is log in to your Vilhelm Parfumerie customer account in the My order section, purchase the item you love within your personal account.
ACCEPTED PAYMENT METHODS
1. What are the accepted payment methods on vilhelmparfumerie.com?
Vilhelm Parfumerie accepts payments by bank card or Paypal or through our virtual Vilhelm Parfumerie gift card.
We accept the following payment methods:
- PayPal
- Apple Pay
- Following bank cards: VISA, MASTERCARD, AMERICAN EXPRESS
Your payment will be debited upon dispatch of your order
And don't worry: everything is 100% secure with AES-256 encryption
2.Where can I find my invoice order?
Your invoice will be placed in your package. If you lose it, you can find it any time on vilhelmparfumerie.com, in the "Order history" section of your account.
3. My payment was declined. What to do ?
First check that you did not make any mistakes when entering your credit card number.
If that still does not work, you can call our customer service and we will do our best to help you.
DELIVERY
1.Where can I have my Vilhelm Parfumerie order delivered?
- We deliver in the following countries: United States of America and Canada
- For all other orders, please visit our International site: Vilhelm
2. What is our shipping process?
We offer the following delivery methods:
USA
|
Method |
Cost |
Expected Arrival |
|
Free Shipping (orders $100+) |
Free |
5-7 business days (continental U.S.) |
|
Standard Shipping (orders under $50) |
$ 8.50 |
5-7 business days (continental U.S.) |
|
Standard Shipping (orders under $50-$100) |
$ 10.00 |
5-7 business days (continental U.S.) |
|
Expedited Shipping |
$ 20.00 |
2-4 business days (continental U.S.) |
CANADA
|
Method |
Cost |
Expected Arrival |
|
Free Shipping (orders $250+) |
Free |
2-4 weeks |
|
Standard Shipping |
$ 35.00 |
2-4 weeks |
See our Shipping Policy page for more FAQ on our shipping process.
3. When will I receive my order ?
Please allow up to 72 hours for your order to be processed before shipment.
Note: Expedited shipping methods account for transit time only, and the order processing periods is not included.
4. I made a mistake in my delivery address. Can I modify it?
Contact our customer service as soon as possible by email or our contact form Contact Us we will do our best to help you.
5. Can I have my order delivered to a different address than my account?
Sure! After validating your basket, kindly fill in your delivery address, Here you will be able to type a delivery address different from your billing address. Just enter the address where you want to receive your order.
6. My order never arrived. What should I do ?
We are sincerely sorry for this inconvenience. Please contact customer service by email at Contact Us and we will do our best to resolve your situation as soon as possible.
7. I received my package but there is a problem. What should I do ?
We make every effort to ensure you receive your orders in the best conditions. If your package is damaged, if your item is missing or if you have an item you did not order, contact our customer service via Contact Us and we will do our best to resolve the situation as quickly as possible.
RETURNS AND EXCHANGES
1. Want to return your item? What to do ?
If you would like to return an item purchased on us.VilhelmParfumerie.com, you have 14 days from your order's fulfillment date. All customers are responsible for a fixed $10 fee for all returns by clicking on this link: https://us-vilhelm-parfumerie.loopreturns.com/#/. All parts must still be on the items and the items must be in unused, perfect condition.
All returns are subject to inspection. Damaged returns may result in store credit. Any return requests made after 14 business days from your order's fulfillment date will not be refunded.
We will issue a refund/replacement once we receive the item, granted that it is in sellable condition.
All individual sample vials and sample sets are nonrefundable and final sale.
Please note that the item must be in unused, and sell-able condition and all parts of the product and its packaging, caps, brand boxes, pamphlets, etc, must be returned in order for a refund to be issued. Shipping fees paid to deliver the order are nonrefundable. We will not accept returns or replacements for products whose boxes/packaging are ripped, creased, crushed, or missing; or if any significant amount of fragrance is used.
All items requested for re-order are waived the entire amount of refund of the product requested for shipment. All items are subject to review through the appropriate allocated customer care team to initiate store credit on a case-to-case basis.
Please visit our return/refund policy page for more information: https://us.vilhelmparfumerie.com/policies/refund-policy
2. How do I know if you have received the items I returned?
Once your items is returned, you will be notified by email.
3. How do i know if the fragrance has not been used?
In order to verify that our perfumes have not been used and are still in their original packaging, we manually control each returned order. However, in order to guarantee to our customers the fullest conformity of our perfumes, they will be used later as testers for our distributors.
4. How long will it take to get my money back?
Return packages take between 5 to 10 working days to be delivered to us after deposit. We advise you to keep your tracking number and your proof of deposit. Once your package has been received, give our logistics team a few days to process your request. You will receive an email when your refund has been made. Refund is made on the means used for payment. If the fragrance was paid with a gift card, you will receive a new one by email.
5. I ordered a Vilhelm Parfumerie perfume. I tried the perfume and I don't like the scent. How do I return my package and get a refund?
If your perfume does not suit you, you have 10 days from the delivery date to return your unopened package to us in its original case free of charge. For more details on our return policy, or to find out how to obtain your return label, contact customer service. Contact Us
PROMOTIONAL CODES & DISCOUNTS
Please note that any sample set products are void to any promotional codes or discounts. These items are also nonrefundable and final sale.
Vilhelm Perfume US reserves the right to extend, modify, eliminate, or reduce promotions at any time
ACCOUNT AND PERSONAL INFORMATION
1. How to create my Vilhelm Parfumerie customer account?
If you create your account for your first order, add to cart then click on "Check Out ". Fill in your information, click on "Save my data for the next time" then click on "Continue to shipping" et voila!
You can change your personal information or address at any time.
2. Is it possible to order without creating an account?
We recommend you to create your account to place any order on us.vilhelmparfumerie.com. It will only take a few seconds! Your account will be useful as you will be able to track your orders, your returns, your refunds, and save your different delivery addresses to order faster on it ... You will not regret it, we promise.
However, if you would like to opt out of creating an account, please unselect the box stating “Keep me up to date on news and offers” when entering your contact email.
3. I forgot my password, what should I do?
Don't worry, we all are forgetful sometimes! Just go to login and, click on "Forgot your password" and enter the email address linked to your account. You will quickly receive a message allowing you to reset your password.
4. I can't connect, what should I do?
First, check that you haven't made any mistake in typing in your username and password. If you forgot your password, click "Forgot your Password" on your login account, then enter the email address linked to your account. You will quickly receive a message allowing you to reset your password.
If it still does not work, contact our customer service by email uscustomerservice@vilhelmparfumerie.com.
5. How do I delete my account?
You want to leave us? Too bad ... But it's very easy: just send a quick email Contact Us and voila ! We will delete your account.
6. Is my personal information confidential?
All your personal information given to us is strictly confidential and we will never pass it on to other brands, unless expressly agreed by you. And in accordance with the Data Protection Act of January 6, 1978 modified by the law relating to the protection of personal data of June 20, 2018 and the provisions of the General Regulations on Data Protection of April 27, 2016, you have a right to access, rectification, opposition, limitation of processing, erasure and portability of the data you have provided to Vilhem Parfumerie. If you wish to exercise these rights, simply contact us via the form Contact Us
NEWSLETTERS
1. I would like to subscribe to the Vilhelm Parfumerie newsletter. How do I do that?
To subscribe, scroll down to the bottom of any page of the site, then enter your address in the field.
2. I no longer wish to receive Vilhelm Parfumerie newsletters. How do I do that?
You can unsubscribe to the Vilhelm Parfumerie Newsletter at any time via the link in the emails sent.
3. I am a subscriber but I do not receive the Vilhelm Parfumerie newsletter. What do I do?
Make sure that the email entered is the right one to receive our newsletter.
No errors to report? So take a look at your spam emails, you might find our newsletters there.
If you still can't find anything, please reach out to our customer service. Contact Us
4. Do you offer a loyalty program?
Not at the moment. But you can regularly benefit from special offers on the site. Please subscribe to our newsletter to be notified.
SHOPS
1. How can I find a Vilhelm Parfumerie shop near me?
A small click in the "stores" section at the bottom of any page of the site, et voila ! You will find in a few seconds the nearest Vilhelm Parfumerie store.
WANT TO WORK WITH US
1. I have a press and/or business proposal to offer to Vilhelm Parfumerie. Who can I contact?
Please contact:
https://us.vilhelmparfumerie.com/pages/contact-us or usapublicrelations@vilhelmparfumerie.com
For all press, business or collaboration related requests, please email usapublicrelations@vilhelmparfumerie.com.