FAQ - Musk Fragrances

Terms and Conditions/ FAQs

1. Non-receipt of Order Confirmation- If you do not receive your order confirmation, we recommend checking your spam or junk email folder. If it is not found, please contact our customer service team for further assistance.

2. Order Cancellation

All Products:

• If the order you wish to cancel has not been processed or shipped, it can be canceled without any issues or additional charges.

Samples, Decants, Full Bottles, and Gift Sets:

• If the order has already been shipped, it may be canceled only if the product remains completely sealed and unopened, ensuring its contents have not been altered. In this case, the customer is responsible for the return shipping costs.

• If the order has already been processed and shipped, cancellation is possible, but a fee of 30% of the total order value will be charged to cover handling, shipping, and restocking costs.

• Once the returned product is received, its condition will be verified, and a refund of 70% of the total order amount will be issued within 3-5 business days.

3. Shipping Costs We offer various shipping options:

4. Processing and Shipping Time- Please note that processing time and shipping time are different. Processing time is the time it takes us to work and ship your order. Shipping time begins when your package is delivered to the postal service office. 

The estimated processing and shipping time is 2-3 business days, excluding weekends and holidays. During peak periods, this process may take 4-5 business days. Once the order has been prepared, a shipping confirmation with tracking information will be sent.

5. Packages Returned to Sender - In most cases, packages are returned when the shipping address provided is incomplete or incorrect. If we receive a returned package, we will contact you within 1-3 business days to request an updated shipping address. The customer is responsible for the cost of reshipping.

6. Non-receipt of Order-  Order tracking will provide real-time updates on the shipment status. If your package is delayed or undelivered, please contact our customer service team for assistance. Each case is unique, and we will assess your specific situation to provide the necessary guidance.

7. Orders with Shipping Insurance- If your order includes the recommended shipping insurance from our website, we will verify its status and confirm whether it meets the requirements for filing a claim. Generally, a waiting period of 10 business days from the last tracking update is required before a claim can be submitted. Once the claim is filed, you will receive updates via email.

8. Orders Without Shipping Insurance- If your order does not include the recommended shipping insurance, our assistance is limited, as the responsibility for delivery lies with the postal service. In such cases, only the recipient can file a claim with their local postal office. However, we will provide all relevant order information to assist you.

9. Accepted Payment Methods- We accept the following payment methods: major credit cards (VISA, MasterCard, AMEX, Discover), Google Pay, Afterpay, Affirm, and ATH Móvil. Please note that available payment methods may vary depending on your region.

10. Order Status- Once your order has been shipped, you will receive an email notification containing a tracking number to check its status. Please allow up to 48 hours for tracking information to be updated.

If you do not receive your order within 10 days after receiving the shipping confirmation email, please contact us at info@muskfragances.com with your name and order number, and we will investigate the status of your shipment.