At Ombre Parfum, we prioritize customer satisfaction and transparent procedures, while respecting the nature of perfume products and their associated health and regulatory requirements.
1) Order Processing Time
Exchanges/returns can be requested within 3 days of receiving your order.
If the product arrives damaged, broken, or different from the order: Please report the issue within 24 hours of receipt, providing clear photos to expedite the resolution.
2) Acceptable Exchange and Return Conditions
You are entitled to an exchange or return in the following cases:
The product arrived damaged/broken due to shipping.
You received a product different from what you ordered.
The product has a clear manufacturing defect.
In these cases, the store will cover the exchange/return and shipping costs.
3) Non-Returnable Conditions
Perfumes that have been opened, used, or tested with sprays cannot be returned or exchanged for hygiene reasons.
Products whose packaging has been tampered with, labels removed, or which are not original are also non-returnable. Orders that were processed correctly and without defects or errors (e.g., "The perfume didn't suit me/I didn't like the scent" after opening).
4) Return Acceptance Conditions (where applicable)
The product must be unopened, unused, and in its original condition.
Original packaging and all accessories must be included.
Attach the order number and photos showing the condition (if applicable).
5) How to Submit a Return/Exchange Request
To submit a request, contact us via:
Phone/WhatsApp: +966578126880
Email: [email protected]
Please include:
Order number + reason for order + clear photos (especially in cases of damage/error).
6) Refund
After the return is accepted, the product is received and inspected, the refund will be issued to the same payment method used.
The time it takes for the refund to appear in your account depends on your bank/payment provider, and is usually 5–14 business days.
7) Shipping Fees
If the error is on the part of the store or the product is damaged/broken: The store will bear the full shipping costs.
If the return is for a reason unrelated to the store's error (and the product is unopened and eligible for return): The customer may be responsible for the shipping fees as shown in the order details.
8) Salla as an Intermediary Platform and Protection of Rights
Order and payment processes are handled through the Salla platform. If the issue is not resolved, the customer can file a complaint through Salla according to its rights protection procedures.
