Frequently asked questions
Have a question? Want to learn more about our store and policies? We’ve compiled a list of some of the most popular questions, accompanied by our thorough answers. If you can’t find what you’re looking for, please contact us.
Which payment methods are accepted?
You can place your order in our online shop using credit cards.
Do I have a return policy? Can I exchange my order?
Returns of fragrances are only possible if the seal of the outer packaging is still intact, and the bottles are in a new, unused condition. A return must be preceded by prior arrangement with us. In exceptional cases, we may allow the exchange for another product of equal value. Please note that the cost of return shipping is your responsibility, and in the case of a refund, shipping costs will not be reimbursed.
I received the wrong product or my order was incomplete, what can I do?
Each package is carefully hand-packed by us, but mistakes can still occur. In such a case, please contact us via email at a.leser@occino.lu and attach a photo of the received package. We will get in touch with you to find a solution.
My package did not arrive or arrived damaged.
Please contact us via email at a.leser@occino.lu and have your order confirmation ready. We will get in touch with our shipping service and provide you with a solution.
Is delivery to parcel stations possible?
Delivery to a parcel station is possible. To do so, enter your name, the corresponding parcel station, and your postal code during the ordering process.