Frequently Asked Questions
We have gone ahead and answered your most frequently asked questions below. If you don’t find what you’re looking for, please email our customer service at info@vilhelmparfumerie.com.
We deliver to the following countries :
- Metropolitan France.
- Europe zone 1: Germany, Belgium, Luxembourg, Netherlands.
- Europe zone 2: Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Monaco.
- Asia & Middle East: Bahreïn, Hong Kong, Koweit, Philippines, Singapore, Taïwan, Thailand, Saudi Arabia, United Arab Emirates.
- Rest of the world: Cyprus, Switzerland, Norway, Israel, Lebanon.
For North America deliveries, please visit our dedicated website: https://us.vilhelmparfumerie.com
In the event of delivery outside of European Union, custom duties or other local taxes may be charged, which are at your exclusive expense and are your sole responsibility, both in terms of declaration and payment. You are invited to check with your local authorities prior to the order.
Metropolitan France
Shipping is free for all orders.
Other countries
Please refer to our Shipping policy page.
In the event of delivery outside of European Union, custom duties or other local taxes may be charged, which are at your exclusive expense and are your sole responsibility, both in terms of declaration and payment. You are invited to check with your local authorities prior to order.
Most of our orders are shipped within one business day after your purchase from our French warehouse, pending availability and credit verification.
Once your order is shipped, we estimate you will receive your order within 4 to 5 business days.
Orders placed after Friday 2pm and during the week-end will be taken care of on the next business day.
Contact our customer service as soon as possible by email at info@vilhelmparfumerie.com. We will do our best to assist you with your request.
We are sincerely sorry for this inconvenience. Please contact our customer service by email at info@vilhelmparfumerie.com.
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 info@vilhelmparfumerie.com and we will do our best to resolve the situation as quickly as possible.
When you order a full-size fragrance, you can choose two additional samples. Just make sure to consult the cart page. We cannot guarantee that all of our scents will be available as 2ml complimentary samples.
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 (France only). More information on return conditions https://vilhelmparfumerie.com/pages/terms-and-conditions
1. The bottle is NOT opened, the perfume and the packaging are intact
If your perfume does not suit you, you have 14 days from the delivery date to return your unopened package to us in its original case. You will need to return it at your costs using the same delivery method.
For more details on our return policy, or to find out how to obtain your return label, contact customer service.
2. I have tried the fragrance and/ the packaging of the bottle is opened/unsealed
Unfortunately, for hygienic reasons, if the packaging of the bottle has been opened or if the bottle is used, we cannot refund you. Samples of our perfumes are available on our website and we invite our fellow perfume lovers to purchase samples before committing to a biggest size.
Return packages take between 5 to 10 working days to be delivered back to us. 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 emitted on the credit card used for payment. If the fragrance was paid with a gift card, you will receive a new one by email.
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.
You will be reimbursed within 30 days after the reception in our warehouse of the return package, by crediting your bank card or your Paypal account.
We accept the following payment methods:
- PayPal
- Visa
- Mastercard
Your invoice will be sent to your email address. If you lose it, you can find it any time on vilhelmparfumerie.com, in the "Order history" section of your account
First check that you did not make any mistakes when entering your credit card number.
Second, contact your bank to make sure that there are no restrictions.
If that still does not work, you can contact our customer service at info@vilhelmparfumerie.com.
Step 1
Select the perfumes you want to buy and add them to your basket. Once your basket is complete, click on "check out".
Step 2
Is it your first order ? Please create your account. Already have an account ? You just need to login with your email address and password.
Step 3
- Information stage: enter your shipping informations and click on " continue to shipping".
- Shipping stage: choose your delivery method and click on " continue to payment".
- Payment stage: choose your payment method, enter your billing information and click on "pay now".
Step 3
Your order is registered. In a few minutes, a confirmation email will be sent into your mailbox. We will prepare your package with great care. Expect 4 to 5 business days for delivery.
A problem? Contact our customer service at info@vilhelmparfumerie.com.
All the personal information given to us is strictly confidential and we will never pass it on to other brands, unless expressly agreed by you. 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 Vilhelm Parfumerie. If you wish to exercise these rights, simply send an email to info@vilhelmparfumerie.com.
We recommend that you create an account when placing an order on our website vilhelmparfumerie.com. It only takes a few seconds! Your account will be useful to track your orders, returns and refunds, and save your different delivery addresses.
You just need to send a quick email to info@vilhelmparfumerie.com and we will delete your account.
Please click on the "Locations" section in the footer section of our website. If you cannot find your country or city, please feel free to email our customer service info@vilhelmparfumerie.com.
Please contact our HR manager Anne-Muriel Boutry with any work-related enquiries: talent@vilhelmparfumerie.com.
