Q&A

ORDER

1. How to order on vilhelmparfumerie.com?

*Select the perfumes you want to buy and add them to your basket.

*Once your basket is complete, click on "Place order".

*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.

*Enter your personal information for delivery

*Select your delivery method

*You are now at the payment stage, select your payment method, enter your bank information and billing address

*Now click on "pay now", then choose your delivery method and payment method.

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. https://vilhelmparfumerie.com/pages/terms-and-conditions

A problem? Contact our customer service if you have any questions https://vilhelmparfumerie.com/pages/contact-us

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 https://vilhelmparfumerie.com/pages/contact-us 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 https://vilhelmparfumerie.com/pages/terms-and-conditions

3. Are samples offered with my order?

Yes! Each fragrance you order comes along with a sample of the same parfum so you can try it out before opening your fragrance box packaging. We also offer you two samples of other Vilhelm Parfumerie fragrances that you may like.

4. How do I order a fragrance from a sample I liked?

You can directly order the fragrance on our site, or by emailing us at: serviceclient@vilhelmparfumerie.com

You can also buy it in store through our store locator https://vilhelmparfumerie.com/pages/store-locator

5. How can I reorder my favorite fragrance?

Easy,you just need to log in to your Vilhelm Parfumerie customer account in the My order section, then 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. How can I use Vilhelm parfumerie virtual gift card?

The virtual gift cards available on our site allow you to buy 3 different virtual gift cards by credit card or paypal.

€ 80, € 150 and € 210

It is not possible to buy a Vilhelm Parfumerie virtual gift card with a Vilhelm Parfumerie virtual gift card. It cannot be exchanged or refunded, valid for 1 year from the date of reception with an email confirmation

3.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.

4. 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 https://vilhelmparfumerie.com/pages/contact-us: 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 :

Metropolitan France, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Afghanistan, Bahrain, South Korea, United Arab Emirates, India, Japan, Kuwait, Malaysia, Philippines, Hong Kong, Singapore, Taiwan, Holy See (Vatican City State), Liechtenstein, Aruba, Bahamas, Barbados, Grenada, Trinidad and Tobago, Argentina, Brazil, Chile, Colombia, Venezuela, Canada, Norway, Switzerland, Thailand, United States

In the event of delivery outside metropolitan France, the customs duties or other local taxes may be charged, which are at your exclusive expense and are your sole responsability, both in terms of declaration and payment. You are invited to check with your local authorities prior to the order.

2. What are our shipping process?

We offer the following delivery methods:

*Standard : You can receive your order directly at home,

* Metropolitan France for € 9 tax included but offered if order > € 80

* European Union 15 € TTC but offered if order> 80 €

Express : you can receive your order even faster at home,

* Metropolitan France Express for 15 € VAT included but offered if order> 150 €

* European Union 20 € TTC but offered if order> 150 €

Courier delivery

* Only Paris for 20 € TTC but offered if order> 210 €

3. When will I receive my order ?

The delivery dates are as follows, from the delivery of your order :

* From Monday to Friday,

all orders placed before 1 p.m., we package and ship the same day.
all orders placed after 1 p.m., we package and ship the next day

* For all orders placed on weekends, we package and ship the next working day.

Estimated time of our carriers

Standard France: 2 to 3 working days
Standard Europe: 5 to 6 working days
Express Europe: 2 to 3 days
Express France: 1 to 2 days
Express Paris: reception during the day by courier in Paris for all orders before 1 p.m.

4. I made a mistake in my delivery address. Can I modify it?

Contact our customer service as soon as possible by email serviceclient@vilhelmparfumerie.com: we will do our best to help you.

5. Do you also deliver worldwide?

For now, vilhelmparfumerie.com deliver in the following countries :

If you are not in this delivery zone, we recommend you to contact our nearest distributor by consulting our list of points of sale https://vilhelmparfumerie.com/pages/store-locator.

6. Can I have my order delivered to a different address than my account?

Sure! After validating your basket and filled in your delivery address, you will have access to your method of delivery. 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.

7. My order never arrived. What should I do ?

We are sincerely sorry for this inconvenience. Please contact our customer service by email at serviceclient@vilhelmparfumerie.com and we will do our best to resolve your situation as soon as possible.

8. 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 received the wrong item you did not order, contact our customer service by email at serviceclient@vilhelmparfumerie.com and we will do our best to resolve the situation as quickly as possible.

RETURNS AND EXCHANGES

1. Wants to return your item? What to do ?

We accept returns under the following conditions:

Return from France are only accepted. Please, accept our apologies for the inconvenience. Our clients' satisfaction is very important for us, and we are trying to improve our customer experience. We hope to open the return and exchange to other countries soon
Products must remain film protected, including the packaging and the special accessories. Incomplete, damaged, opened, or altered items will not be accepted for return
Return made after 30 days of the delivery, will not be accepted
The package of the returned item must be sent to a courier within 30 days of the return authorization

Returns are free, please contact customer service through email, we will explain the all the steps to return your item.

You will be reimbursed within 30 days of receipt of your items returned to our warehouse, by crediting your bank card or your Paypal account.

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.

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 also 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 the 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, ans save your different delivery addresses to order faster on it ... You will not regret it, we promise.

3. I forgot my password, what should I do?

Don't worry, we all have forgetful ... 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 by 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 serviceclient@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 to serviceclient@vilhelmparfumerie.com 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 send an email to serviceclient@vilhelmparfumerie.com or via the form https://vilhelmparfumerie.com/pages/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 to do ?

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, you can call our customer service serviceclient@vilhelmparfumerie.com or https://vilhelmparfumerie.com/pages/contact-us

4. Do you offer a loyalty program?

Not at the moment. But you can regularly benefit from special offers on the site: 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, business project to offer to Vilhelm Parfumerie. Who can I contact?

Please contact:

https://vilhelmparfumerie.com/pages/contact-us or info@vilhelmparfumerie.com

1. 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 30 days from the delivery date to return your unopened package to us in its original case free of charge. Please consider, that only the return shipping from France will be accepted. For more details on our return policy, or to find out how to obtain your return label, contact customer service.

https://vilhelmparfumerie.com/pages/contact-us

2. I tried my Vilhelm Parfumerie fragrance instead of the sample. Can I still return my package for a refund?

Unfortunately, for hygienic reasons, if the packaging of the bottle has been opened or the bottle used, we cannot refund you. To test your perfume, it would more useful for you to use the sample included in your package. Make sure you like the fragrance before opening it.