Shipping & Delivery
Countries we are currently able to ship to include: Andorra, Australia, Austria, Belgium, Brazil, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Hungary, Hong Kong, Iceland, Indonesia, Ireland, Isle of Man, Italy, Japan, Jersey, Kingdom of Saudi Arabia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Monaco, Montenegro, Netherlands, Norway, Oman, Philippines, Poland, Republic of Korea, Romania, Serbia, Singapore, Slovenia, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United States of America.
Delivery & Shipping Methods
Delivery Address: Orders are shipped strictly to the delivery address provided at checkout. Please ensure your shipping details are fully accurate. The Perfume Atelier d.o.o. is not responsible for non-delivery due to incorrect or incomplete addresses.
Flat Shipping Fee: We offer international shipping with a flat delivery fee of 12 EUR worldwide. This fee is fixed for all products in your order regardless of size, weight, or value.
Shipping Fees & Thresholds: We offer flat-rate international shipping worldwide based on your total order value as outlined below:
| Order Value | Shipping Cost | Delivery Coverage |
|---|---|---|
| Under 200 EUR | 12 EUR Flat Rate | Worldwide |
| 200 EUR and Over | FREE | Worldwide |
Tracking & Notifications: Once your order is processed, you will receive an email confirmation with tracking details and an estimated delivery window. All shipments are sent via reliable, premium courier services.
Delivery Timelines: Estimated delivery times are provided for information purposes only. They may vary depending on the destination country, local carrier efficiency, or customs clearance procedures.
2. International Customs, Duties & Refused Shipments
UK Shipments: All orders are fulfilled and shipped directly from our facilities in the United Kingdom. Orders delivered to addresses within the UK are fully excluded from customs duties and import taxes.
International Shipments (EU & Rest of the World): For all deliveries outside of the United Kingdom, the customer is the sole importer of record. You are entirely responsible for paying any applicable local customs duties, VAT, import taxes, or courier administration fees required by your country’s authorities.
No Refunds for Customs Refusal/Abandonment: Under UK, EU, and international cross-border consumer laws, refusing to pay legally mandated import duties does not constitute a valid return. If a package is abandoned, held, or destroyed by customs due to your refusal to pay these fees, no refund will be issued under any circumstances.
Strict 30-Day Limit & Pristine Condition for Forced Returns: In the event that a courier automatically ships a customs-refused package back to our atelier without our prior written consent, a partial refund will only be considered if it meets all of the following strict criteria:
- The package must physically arrive back at our facility within thirty (30) calendar days of the original purchase date.
- The package and the product inside must be 100% intact, unopened, unused, with all original cellophane seals unbroken, and in perfect resalable condition.
Mandatory Inspection & Deductions: If a forced return meets the 30-day timeline, it will undergo a mandatory inspection. If it passes inspection, we will issue a partial refund only. The original shipping fee (12 EUR) plus all return freight penalties, storage fees, and customs clearance charges levied by the courier will be strictly deducted from your refund.
Zero Refund Warning: If the package arrives at our facility after 30 days, or if it arrives damaged, opened, or unsealed, it will fail inspection and zero refund or credit will be issued.
Dangerous Goods Regulations: Because alcohol-based perfumes are classified as Dangerous Goods (DG) for international transit, returning abandoned packages is often legally blocked or heavily penalised by carriers. If the courier cannot return the package safely and intact to us within our deadlines, the order is considered completely forfeited by the buyer.
3. Free In-Atelier Pickup Option (only in Belgrade)
Local Pickup Location: Customers may opt for free pickup from our physical location: The Perfume Atelier, Durmotorska 19, Savski Venac, 11000 Belgrade, Serbia.
How to Select: Select “Personal Pickup” during checkout to automatically waive the 12 EUR delivery fee.
Collection Notice: Once your order is ready for collection, you will be notified via email or phone.
4. Inspection, Damage, and Defective Claims
Customer Inspection: Customers must inspect the condition of the products immediately upon delivery.
Damage Claims Window: Due to the fragile nature of luxury glassware, any visible transit damage, leaking, missing items, or delivery errors must be reported to us in writing within three (3) calendar days of receipt.
Evidence Required: Claims must be emailed to contact@theperfumeatelier.rs and must include your order number, a clear description of the issue, and photographic evidence of the damaged item and packaging.
Resolution: If a claim is validated, we do not offer repairs due to the nature of fragrance products. You may request a replacement (subject to availability) or a full refund. Accepted claims will have their return shipping covered by us.
Exclusions: We do not accept damage claims for issues occurring after safe delivery, nor do we accept claims based on personal scent preference.
5. Consumer Right of Withdrawal (Returns & Refunds)
14-Day Return Window: In accordance with UK and EU consumer protection frameworks, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the products, without giving a reason. Requests made after 14 days will be strictly rejected.
Formal Notification: To exercise this right, you must notify us via a clear written statement sent to contact@theperfumeatelier.rs within the 14-day window.
Return Timeline: Products must be safely shipped back to our atelier within 14 days from the date you sent your withdrawal notice.
Strict Return Conditions: Returned products must be completely unused, unopened, in their original packaging, with all protective cellophane seals intact, and in perfect resalable condition.
Hygiene Exceptions: In accordance with health and hygiene regulations, the right of withdrawal is completely void if a perfume or cosmetic product has been unsealed, opened, or sprayed after delivery. Customized, engraved, or personalized items are also non-returnable.
Return Shipping Costs: Return shipping fees, customs duties, and safe transit insurance are borne entirely by the customer.
6. Processing Refunds
Original Payment Method: Approved refunds will be issued strictly using the original payment method utilized during the purchase.
Processing Time: Refunds are processed within 14 days from the date we receive and successfully inspect the returned products at our atelier.
Delivery Fee Refund: The original 12 EUR delivery cost is only refundable if the entire order is returned in flawless, unopened condition within the lawful 14-day window.