FAQ

Authenticity

Are your fragrances authentic?
Yes. Every fragrance we sell is genuine and sourced from legitimate suppliers. No counterfeits, fakes, knock-offs or diluted products, ever.

Decants

What is a decant?
A decant is genuine fragrance carefully extracted from an authentic bottle into a smaller glass vial. It's the easy way to try a scent properly before committing to a full bottle, or to take one travelling.

What sizes do you offer?
Decants come in 4ml, 8ml and 16ml. Not every fragrance is available in all three sizes, so check the options on each product page.

What do your decants come in?
Glass vials with an atomiser spray, and every decant is labelled with the fragrance name.

Why doesn't my 8ml decant look full?
Our 8ml comes in a 10ml vial, so it looks part-full, but every ml is there. We measure each decant with a calibrated syringe, so you always get the amount you ordered.

Can I return a decant?
No, we can't accept returns on decants. If anything arrives faulty or damaged, contact us straight away and we'll meet our obligations under the Consumer Guarantees Act.

Full bottles and testers

What is a full bottle?
A full bottle is sealed in its original packaging and has never been used.

What is a tester?
A tester is the same authentic fragrance in a full-size bottle, usually in a plain box and/or without a cap. It's often a smarter-value way to own the full bottle, with the same fragrance inside. Where a fragrance has a tester available, you'll see it as a "full bottle - tester" option on the product page.

Scent Bar, atomisers and gift cards

What is the Scent Bar?
The Scent Bar lets you build your own bundle of fragrances, from broad scent categories and iconic picks to niche starter sets and vanilla, fresh, spicy and woody edits. Find it under Bundle & Save.

How do I fill a refillable atomiser?
Our refillable travel atomisers (8ml) arrive empty. Just pump the base of the atomiser onto your perfume bottle's sprayer and it draws the fragrance up. Pop the magnetic cap back on and it's ready for your pocket, bag or carry-on.

Do you sell gift cards?
Yes. NZ Fragrance gift cards come in a range of amounts. Please note gift cards can't be returned.

Orders and shipping

Where are you based?
Auckland, New Zealand.

Do you ship overseas?
Not at the moment. We only ship within New Zealand.

When will my order be dispatched?
We aim to dispatch all orders within 5 business days. Sale periods can occasionally take a little longer, and courier delays are outside our control.

How much is shipping?
Shipping is calculated at checkout.

How do I track my order?
You'll receive a tracking email once your order is dispatched. It can take up to 24 hours for the courier to activate tracking.

What if my package is lost or damaged in transit?
Let us know within 30 days of the expected or actual delivery date (whichever is later). We'll work with the courier to find it, and if it can't be located you may be eligible for a refund or replacement.

What if I chose "Authority to Leave"?
Selecting Authority to Leave means you accept the risk once the courier delivers your parcel. We can't cover packages reported stolen after the courier has confirmed delivery.

Can I return something I've changed my mind about?
We don't offer refunds or exchanges for change of mind, so please choose carefully. If your order is faulty, damaged or incorrect, email sales@nzfragrance.com with your order number and we'll sort it out. Please don't send anything back before we've approved a return and given you the return address.

Rewards

How do I earn rewards points?
You earn points on decant orders. Full bottles (including testers) do not earn points at this time. Head to REWARDS under the ABOUT menu for the full details of how to earn and redeem points.

Sourcing

Do you stock a fragrance I can't find on the site?
If it's not on the site, we may be able to source it for you. Tell us what you're after through our Message us page and we'll let you know if we can get it and send you a quote.

How do private pre-orders work?
If you accept our quote, we hold a full deposit while we source the fragrance. Pre-orders take an estimated 30 days, and we'll keep you updated along the way.

Can I cancel a private pre-order?
Yes, and you'll get a full refund of your deposit, as long as we haven't already sourced your fragrance. Once it's sourced, the deposit isn't refundable. If we can't source it within a reasonable timeframe, we'll let you know and refund your deposit in full.

Still have a question?

Email sales@nzfragrance.com or use our Message us page.