Refund policy
Refund & Cancellation Policy
At Toguez Parfums, customer satisfaction is important to us. Because we sell authentic fragrance decants and perfumes, we maintain strict hygiene and quality standards. Please review our policy before placing an order.
Order Cancellations
Orders may be canceled before they have been shipped.
- All approved cancellations are subject to a 5% cancellation fee to cover non-refundable payment processing and administrative costs.
- Once an order has been shipped, it cannot be canceled.
Returns & Exchanges
Due to hygiene and safety reasons, all fragrance sales are final.
Because perfumes, decants, travel sprays, and sample bottles can be opened or tampered with after leaving our facility, we do not accept returns or exchanges.
This policy applies to, but is not limited to:
- Perfume samples and decants
- Travel sprays
- Opened or unsealed products
- Final sale, clearance, or promotional items
Damaged, Incorrect, or Missing Items
If your order arrives damaged, contains the wrong item, or is missing an item, we'll make it right.
Please contact us within 48 hours of delivery and include:
- Your order number
- Clear photos of the shipping box
- The shipping label
- Packing materials
- The damaged or incorrect item(s)
- A brief description of the issue
After reviewing your claim, we may offer a replacement, store credit, or another appropriate resolution depending on product availability and the circumstances.
Shipping Issues
Processing Time
Orders are processed and shipped within 1–3 business days (Monday–Saturday, excluding holidays).
Once your order ships, you will receive a shipping confirmation email with tracking information.
Delivery
Delivery times are estimates and may vary depending on the shipping carrier, weather, holidays, or other circumstances beyond our control.
Lost or Stolen Packages
Once a package has been marked as delivered by the shipping carrier, it is considered successfully fulfilled.
If you cannot locate your package, we recommend:
- Checking around your property and mailbox
- Asking household members or neighbors
- Contacting your local post office or shipping carrier
If your package is confirmed lost during transit, we will gladly assist you with the carrier's investigation and any available shipping protection, if applicable.
Refunds
Refunds are only issued when approved under this policy, such as for verified damaged or incorrect orders when a replacement is not possible.
If a refund is approved:
- Refunds are issued to the original payment method.
- Processing times vary by your financial institution and may take up to 3–10 business days to appear on your account.
Contact Us
If you have any questions or need assistance with your order, please contact us at:
For the fastest service, please include your order number in your email.
Final Note
At Toguez Parfums, our Return & Refund Policy is designed to protect both our customers and the integrity of the authentic fragrances we offer. Due to the nature of fragrance products, strict hygiene and quality standards must be maintained to ensure every customer receives products in pristine condition.
By placing and completing an order with Toguez Parfums, you acknowledge that you have read, understood, and agree to the terms outlined in this Return & Refund Policy.