Returns & exchange
If you cancel your order we will refund all payments made by you, including shipping costs (with the exception of any additional costs as a result of your choice for a different method of delivery than the standard delivery) no later than 14 days after we have received your cancellation statement. If you return only part of your order, the delivery costs will not be refunded. We will refund you using the same payment method that was used for the original transaction, unless you have agreed to a different payment method. No costs will be charged for the reimbursement. We may wait with the refund until we have received the goods or until you have proven that the goods have been returned. The goods have to be returned as soon as possible, but in any case no later than 14 days after communicating your cancellation. The deadline is met if you return the goods before this period of 14 days has expired. The direct costs for returning the goods are for your account.
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.
Returned items will only be accepted if they are unused and, if possible, wrapped in the original packaging. Cosmetics can only be returned in unopened packaging. Gift cards from Otentic Perfumes cannot be returned.
It is not possible to exchange an item purchased in our web shop directly through the delivery service. You can return your shipment to: Otentic Perfumes, attn.: customer service, Hoeksteen 57, 2132 MT, HOOFDDORP, THE NETHERLANDS. If you would like a different type of product or size, you can return the received item according to the procedure mentioned above. Then you can select a new item of your choice in our web shop or store.
Shipping costs returns
We do not charge extra costs for the return of (part of) your order in the Benelux. In addition to the purchase amount, possible charges for the initial shipment will also be credited in the cases mentioned below.
You will be credited the shipping costs if you received a damaged or incorrect item.
If you paid the shipping costs for the return shipment, you will be credited your shipping costs in the following 2 cases:
- An item from the shipment is damaged, wrongly delivered or otherwise incorrectly delivered. In this case, Otentic Perfumes will credit the shipping costs according to the selected payment option of the purchase. This applies to all countries.
- The order is returned. If you would like to return an order, you can send the package back through registered mail at a post office. Otentic Perfumes will credit the shipping costs according to the selected payment option of the purchase. This only applies to orders within the Benelux.
You can send the package to:
attn.: Customer service Otentic
2132 MT HOOFDDORP
As soon as we received your package, the shipping costs will be credited to you according to the selected payment option of the purchase. The costs will be credited to you within 10 days after the return shipment has been received. You are requested to keep the return receipt until the shipping costs have been credited.
Credit on the basis of payment option:
- Bank or giro transfer (paid through iDeal) or credit card: the purchase amount will be credited to your bank account as soon as possible and within 14 days.
- (partially) with gift card: you will be credited this amount by means of a gift card from Otentic Perfumes. The remaining purchase amount will be credited to the concerned bank account.
During busy periods like holidays, the completion of your returned order might be delayed. We will keep you posted on the current delivery times in the order process.