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FAQ

How Quickly Can You Answer My Question?


We answer messages and emails in the order they are received and respond promptly. We mostly reply within 24 hours of receiving a message or email.

 

Can I Change My Shipping Address After My Order Has Been Placed?


Once an order is placed, our warehouse staff can pack and ship your order within 48 hours, so it's only sometimes possible to process address change requests. If you notice an error, Please email us ASAP with your name and order # so we can correct (s) to your package before it departs.

There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

 

How Long Is The Processing Period?


Order processing times are one business day after the day you placed your order.

Most packages are prepared within 48 hours, but if our warehouse is exceptionally backed up, processing times may go up to 3 business days after placing your order.

 

Will My Order Come In One Package?


Depending on the size of your order, you may receive separate packages that may arrive 1~2 business days apart.

 Out Of Stock/Backordered Items?

If any of your items are out of stock, we will email you to let you know when we expect to have the items shipped out. If the things are not likely to be restocked within two weeks, we will automatically refund you for those items.

 How can I change my address?

Our warehouse staff are super quick, so if you notice an error, please email us within 12 hours  with your name and order number so we can try to catch your package before it departs.

There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!

 I Received A Damaged Item, What Do I Do?

We apologise that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

 How Can I Track My Order?

When your items are shipped out, you should receive a notification from us via email with a tracking number and a tracking links.

If you haven't received one or the tracking number doesn't work, it's okay. Contact us and we'll fix it!

Why Isn't My Tracking Number Working?

Often, tracking numbers will only function on domestic orders. If your tracking number doesn't work, please let us know so we can ensure your items were shipped correctly.

What Do I Do If Something Is Missing In My Order Or Is Damaged?

If any purchased items are missing or damaged, please contact us immediately to resolve the issue.

We have a money-back guarantee, which lasts 30 days before the delivery of your order, so make sure to contact us within that time frame. To get a hold of us to assist you, please use the Contact Us tab or email us at support@firstfragrance.com.

 How long will it take to get my order?


It depends on where your order is delivered and its proximity to our warehouse. Our Order cutoff time is 12 PM EST. Orders will be processed within two business day. Order transit time is 2 - 3 for 2nd Day Air and 3-4 Days for Free Plan. Our Business Days (Monday to Friday). Delivery details will be provided in your confirmation email.

 Can I return my product?

We always aim to ensure our customers love our products, but if you need to return an order, we’re happy to help. Email us directly, and we’ll work through this process with you.

 How long is the return window for products?

We accept returns within 30 days.

What is the restocking fee?

The Restocking fee is 10%.

 Who bears the shipping cost?

For defective products, we will cover that for you. However, you must pay the actual return delivery cost for any other returns (including customer remorse).

For more information, please contact 

  • First Fragrance
  • Address - 7223 Ivy Crossing Lane, Boynton Beach Fl 33436, United States
  • Email - support@firstfragrance.com
  • Phone - +1 954-546-0914