Delivery

If you order an item that is in stock before 2:00 PM on a working day, your order will be packed and dispatched on the same day. The estimated delivery time is 1 – 3 working days.

Delivery may be affected by several factors, such as orders placed during weekends or holidays, which will be processed on the next working day. This could cause a slight extension of the delivery time.

Additional useful information:

• Tracking your shipment: After dispatching your order, we will send you an email with tracking information. This will allow you to monitor its current status and estimated delivery time.
• Changing delivery address: If you need to change the delivery address after placing your order, please contact us as soon as possible. We can make the change if the parcel is not yet in the delivery process.
• Delivery methods: Your orders are delivered through PPL services. For more information on available delivery methods, please visit the following page: Shipping and Payments.

Should you have any questions or need further information about the delivery of your order, please don't hesitate to contact us at the email address support@puellascents.com.

For detailed information about service prices and payment options, visit our website: Shipping and Payments.

If you have any questions or need further information, feel free to contact us. Your satisfaction is our priority.

Shipping is free for orders over €40.

Additionally, we often run limited-time and special promotions, such as free shipping on lower minimum purchases, discounts on specific products, and more. Don't forget to regularly check our website and social media channels (Facebook, Instagram) to stay informed and take advantage of our offers.

If you have any further questions or need assistance, please don't hesitate to contact us. Our customer support is here to help you.

After your order has been dispatched, you will receive an email confirmation. This email will include a tracking number and a link to track your shipment. With this information, you can easily monitor the progress of your order and the estimated date and time of delivery.

What should I do if I haven't received the confirmation email?

1. Check your spam folder: The email might have been mistakenly moved to your spam or junk folder.
2. Contact customer support: If you cannot find the email or have not received it, please contact our customer support at support@puellascents.com

The delivery cost depends on the chosen shipping method and payment option. Shipping is free for orders above a certain value.

Payment options for your order:

*When placing an order in point 2 (Shipping & Payment), you can see the current prices of payment fees in the Shopping basket being listed.

 For more information on delivery costs, visit: https://www.puellascents.com/shipping/

Before accepting the package

Before accepting the package from the carrier, carefully inspect its external condition. Check if the packaging is torn, dented, or otherwise damaged. If you find that the package is visibly damaged, you can refuse to accept it.

After accepting the package

If you only discover that the goods are damaged after accepting the package, you can easily file a complaint:

1. Fill out the complaint form on the website www.puellascents.com/warranty-claim
2. Send us a photo of the package you received and a photo of its contents. Please take the photo in a way that shows each side of the box.
3. Safely pack the goods you want to return and send them according to the instructions from customer support.

If you find that the goods in the package are damaged, follow these steps as you would for a complaint:

1. Fill out the complaint form on the website www.puellascents.com/warranty-claim
2. Send us a photo of the package you received and a photo of its contents. Please take the photo in a way that shows each side of the box.
3. Safely pack the goods you want to return and send them according to the instructions from customer support.

If you have any further questions or need additional assistance, do not hesitate to contact us. We are here to help!

Step 1: Check the status of your shipment

First, we recommend checking the status of your shipment using the tracking number provided in your order confirmation. You can track your shipment on the courier's website.

Step 2: Contact our customer support

If the shipment does not appear to be in transit, please contact our customer support:

• By email: Send us an email at support@puellascents.com with your order number and shipment tracking number.

Our customer support team will investigate the status of your shipment and arrange for re-delivery of your package or provide financial compensation.

If you have any further questions or need additional assistance, do not hesitate to contact us. We are here to help!