Complaints procedure

We do everything in our power to help you as good as possible. If you are not completely satisfied with one of our products we would like to know this as soon as possible so we can respond appropriately.

If you have a complaint about our products or our service, you can contact us via our contact form. We will reply within 14 days after receiving your complaint. If you don’t agree with the solution we offer, you have the right to submit your complaint to the EU’s Online Dispute Resolution Platform.

The statutory warranty applies to all items that you purchase from us. Statutory warranty means that purchased goods are of satisfactory quality, fit for purpose and as described.


Do you have a complaint about your order or the delivery of your order and prefer to speak with us personally? Call us +31 (0) 20 – 405 8560.

You can reach us by phone:

  • Monday to Friday from 9.00 to 16.00

By post: attn: customer service Otentic Perfumes, Hoeksteen 57, 2132 MT HOOFDDORP, THE NETHERLANDS 


Questions & advice concerning our products

For advice on and questions about our products, you can contact us in the same way as mentioned here above under complaints procedure.

Otentic Fragrances B.V. (“Otentic Perfumes”)
Address: Hoeksteen 57, 2132 MT Hoofddorp
Chamber of Commerce number: 73061557
VAT identification number: NL859339014B01