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FAQ
Common questions about the company and all the answers you need to get started discovering new fragrances.
Our Offer.
Are these real brand fragrances?
Why are they so affordable? Do they have the same quality as brand perfumes?
Are these fragrances long lasting?
How long will the fragrance bottle last?
Are the fragrances tested on animals?
Do you also provide a sample with the 50ml bottle?
When do I get charged?
I purchased perfumes on pre-order, what now?
Returns.
What is your return policy?
How do I return an order?
Can I exchange a perfume?
Perfumes.
What is layering and how is it done?
How should I store my perfume?
What does EDT and EDP mean?
Where should I apply perfume?
What is the diffusion of a perfume?
Why can’t I smell my fragrance after a while?
I have a question about fragrances, can I talk to you about it?
Home.
How can I return or exchange my candle?
How can I return or exchange my diffuser?
What if my candle/room diffuser arrived damaged?
How do I take care of my candles?
How do I take care of my diffusers?
Shipping.
Where do you currently ship?
What should I do if my order is lost, damaged, or stolen?
Can I change my shipping address?
How much does shipping cost?
When will my order ship?
Can I cancel my order?
What should I do if I have problems with the tracking ?
What should I do if I have issues with my order ?
Dossier+ membership
What is the Dossier+ membership program?
Can you buy from Dossier without a membership?
How long is the membership?
Does Dossier+ have a monthly fee?
When do I get charged?
How do I change my payment method?
How can I use my store credits?
Can I check out with any payment method and still use my store credits?
Do I have to shop every month as a Dossier+ member?
How do you pause or cancel your membership?
How long can you pause your membership?
What happens to my store credit if I cancel the membership?
I forgot to skip the month and was charged Store Credit, how can I get a refund?
What if I forget to shop or skip?
Shipping Protection - protect your order.
What are the Shipping Protection Policies?
Does Shipping Protection cover stolen items?
Shipping Protection Refunds vs. Replacements
General shipping, tracking, and issues questions.
Where is my order?
What if my order never arrives or is stolen?
What if my order is damaged?
How do I file a shipping issue for my lost, stolen or damaged order?
