Help Center

Use the Help Center to route your request the right way the first time. This page is built for order issues, damaged items, wrong items, address changes, returns questions, and authenticity concerns.

If you already have a tracking number, start with Track Order. If you need broader policy details, review the Fragrance FAQ or the Authenticity Guarantee before submitting a request.

What to include in your first message

  • Your order number
  • The email address used at checkout
  • The product name and size when relevant
  • A short explanation of the issue
  • Photos of the product, box, label, and batch code if the request involves damage, a wrong item, or authenticity review

When you use the form below with complete details, support can usually review the case faster and avoid extra back-and-forth by email.

Help Center

Start with the issue type that matches your order.

Use the sections below to find the fastest next step. When you need direct help, submit the support form with your order details so our team can review the issue without extra back-and-forth.

Track Order Read FAQ Contact support

Order Issues

General order issue

Use this if your order has not updated, your tracking looks stuck, or you need a status check after checkout.

  • Include your order number and checkout email.
  • Add your tracking number if you already have one.
  • Tell us what you expected and what happened instead.
Start request

Damaged Item

Item arrived damaged

Send photos of the outer box, shipping label, product packaging, and any visible damage as soon as possible after delivery.

  • Do not discard the shipping box until support replies.
  • Include photos that clearly show the damage.
  • Tell us whether the product leaked, cracked, or arrived incomplete.
Report damage

Wrong Item

You received the wrong product

If the item, size, concentration, or product line does not match your order, send photos of what arrived and the labels on the box or bottle.

  • Include your order number.
  • Include a photo of the SKU, barcode, or bottom label if visible.
  • Tell us what product you expected to receive.
Report wrong item

Address Changes

Need to update your shipping address?

Send the request as quickly as possible after ordering. Address changes are time-sensitive and depend on fulfillment status.

  • Send your order number.
  • Send the corrected address in full.
  • Do not place a duplicate order unless support instructs you to.
Request address update

Returns

Returns and unopened items

Review the policy before submitting a request. Returns for fragrance products are generally limited to eligible unopened items with original packaging and seals intact.

  • Include your order number and item name.
  • Tell us whether the item is still sealed and unused.
  • Do not ship anything back until you receive instructions.
Request return help Read return policy

Authenticity Concern

Authenticity concern form

If you have a concern about packaging, batch code, bottle details, or presentation, send a complete request with clear photos so our team can review it properly.

  • Include your order number, product name, and size.
  • Include clear photos of the box, bottle, bottom label, and batch code if visible.
  • Briefly explain what looks different or why you are concerned.
Submit authenticity concern Read authenticity guarantee

Support Form

Send your request with the right details.

This form goes directly to customer support. The more complete your first message is, the faster we can review the order.

For damaged, wrong-item, or authenticity requests, mention that you have photos ready of the product, box, label, and batch code if visible.