Changes to this policy
We may revise this policy as our business, technology, or legal obligations change. When we do, we will post the updated version on this page and change the date above. If the changes are significant, we will make a reasonable effort to tell you directly.
What we collect
The information we hold about you depends on how you interact with us — browsing the site, placing an order, and emailing us all produce different records. The sections below describe what we collect and where it comes from.
Information you give us
- Contact details - your name, shipping and billing address, email address, and phone number.
- Order detail — the fragrances you buy, order confirmations, delivery information, and returns or exchanges.
- Account details — your username, password, and any saved preferences if you create an account.
- Shopping activity — items in your cart or wishlist, and products you save for later.
- Messages you send us — anything you choose to include when you write to us by email, contact form, or social media, including fragrance preferences you share so we can recommend something.
Some parts of the Services need this information to work. If you prefer not to provide it, we may not be able to process your order or answer your question.
Information collected automatically
When you visit the site, we and our service providers collect technical information through cookies and similar technologies: your IP address, browser and device type, the pages you view, how you arrived at our site, and how long you stay. See the cookies section below for more detail.
Information from other companies
We receive information from the partners who help us run the business — payment processors, shipping carriers, our website host and e-commerce platform, email marketing tools, and analytics and advertising providers. Payment card numbers are handled directly by our payment processor; we do not store full card details on our systems.
Items we cannot accept
- Opened or used fragrances. For health and safety reasons, we cannot resell a bottle once its seal is broken or the sprayer has been used.
- Samples, decants, and testers.
- Gift sets that have been opened or split up.
- Sale, clearance, and gift card purchases.
- Requests made more than 30 days after delivery.
This does not apply to items that arrive damaged, defective, or incorrect — those are covered above.
Exchanges
We do not process direct exchanges. If you would like a different fragrance, request a return for store credit and place a new order once the credit reaches you.
Return shipping
You are responsible for the cost of shipping an approved return back to us, and original shipping charges are not credited. We recommend a tracked service — we cannot issue credit for a return that does not arrive. If the item was damaged, defective, or incorrect, we cover the return shipping.
Cancelling or changing an order
Contact us as soon as possible after ordering and we will make the change if the parcel has not yet shipped. Once an order is on its way it cannot be cancelled, and the terms above apply.
Lost or stolen parcels
Once a parcel is handed to the carrier it is in their care. If tracking shows your order as delivered but you do not have it, contact the carrier first, then write to us and we will help you open a claim. Please make sure your shipping address is correct at checkout — we cannot recover an order sent to an address entered incorrectly.
Questions
We would rather help you choose the right fragrance than process a return. If you are unsure which bottle suits you, write to us before ordering.
JANET OUD · FRAGANCIA ORIENTAL LLC
Email: shop@janetoud.com