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SHIPPING & RETURNS

FAQs

Where do you ship to?

We ship our perfumes worldwide with the exception of some countries*. Rest assured, we do ship to most mainland and major countries across the world.

We are unable to ship alcohol perfumes to certain countries due the local import restrictions or because our courier partner DHL does not operate there (remote islands, etc). You are notified at checkout if we unable to ship to your country and the perfume item will be removed from your cart.

*For a full list of countries we are currently unable to ship alcohol perfumes to, see our FAQ below.

How do I pay?

We accept major credit cards through our payment gateway partner Stripe. We can process payments via Paypal on request – contact us. Local customers in Malta can also click and pay on collection from our premises.

When and how is my order sent?

Orders will be processed and shipped within 24-48 hours if you order Monday – Friday before 5pm. Orders made over weekends or public holidays may take a day longer.

We use reliable shipping partners: our international courier partner is DHL Express for perfumes, and Maltapost tracked international for silkwear.

Our delivery partners do not guarantee specific delivery timeframes. We estimate 2-4 days for DHL deliveries within the EU/UK and non-EU Europe, and also to some major US cities; and 5-7 days for the rest of the world.

We send you automated notification emails to let you know your order is processing and when it has been dispatched (including any tracking details).

We do our best to deliver your order speedily and always keep you informed. If you are out when delivery is made, refer to the information our courier provides via the tracking code, and you can also contact DHL to change the delivery day.

Do you offer free shipping?

We offer free shipping to the EU/other Europe, USA and Canada on 50ml Eau de Parfums, 2 or more Discovery Sets, or two or more travel size perfumes.

Otherwise, note that we offer free shipping to other international destinations on orders over €250

Alcohol perfumes are considered ‘dangerous goods’ and can be shipped only by express air from Malta by our courier partner DHL. As shipping is subject to fluctuating surcharges and is a heavy burden to our personal customers, we subsidise the shipping with our Free Shipping, various offers and keep it at near cost for international customers. You may prefer to purchase from one of our stockists as they often receive better shipping rates than we can from an island. See our Contact page for stockists.

What happens when I place my order?

Once you place an order on the site, you receive an automated email confirming your order pending receipt of your payment. Once we receive your payment (ie. via Stripe etc), we confirm we are dispatching your order. Within 1-3 days, you will receive SMS and/or email details of how to track your package via DHL.

My order hasn’t arrived yet. What do I do?

We email you tracking details once we have dispatched your order to our courier DHL / Maltapost international delivery. If you feel the parcel is missing or unduly delayed, check the tracking information first and/or contact the courier directly.

Please allow up to 3 weeks for international standard delivery.

We cannot consider any claims for loss/non-delivery or enter into an investigation when the tracking shows delivery has been made and signed for. You would need to contact the courier as detailed on the tracking information provided.

If the package does not arrive within time frames advised by the courier or postal service, contact us so we can investigate and initiate a possible claim. Pending our investigation, we might be able to offer a refund or send a replacement.

Our couriers deliver to the precise shipping address you enter on checkout. Olentium cannot be held responsible if you enter the incorrect or incomplete address as shipping details when you place an order, nor if the parcel shows it was signed for at the delivery address given, but you have not received it. Couriers and postal services deliver to addresses and generally do not require the named recipient to sign for a package at the receiving address.

Do you provide insurance?

No, we don’t, but we can provide a quote for you if you feel insurance on your item is required. We offer tracked, and signed-for standard postage, or DHL Express courier for perfumes. Both these options are reliable, but with a courier, it is easier to trace your item en route and delivery times are shorter.

Countries we are unable to ship perfume

Below is a list of the countries to which we are unable to ship perfumes. This is on account of national restrictions or IATA air freight restrictions, or because our courier DHL does not serve these countries. Please note that Israel is now temporarily added to the list of countries DHL cannot ship to (updated: 23-09-25).

Afghanistan, Algeria, American Samoa, Angola, Anguilla, Antigua, Armenia, Azerbaijan, Bangladesh, Barbados, Belarus, Belize, Bhutan, Burundi, Cape Verde, Central African Republic, Chad, China, Comoros, Congo, Congo Democratic Republic, Cook Islands, Cuba, Djibouti, Dominca, Domincan Republic, Ecuador, Egypt, Eritrea, Falkland Islands, Faroe Islands, French Guinea, Gambia, Georgia, Greenland, Grenada, Guinea Republic, Guinea Bissau, Haiti, Iran, Israel, Jamaica, Jordan, Kazakhastan, Kiribati, North Korea, Laos, Liberia, Libya, Mali, Madagascar, Malawi, Maldives, Mariana Islands, Marshall Islands, Mauritania, Mayotte, Micronesia, Mongolia, Montserrat, Myanmar, Namibia, Nauru Republic, Nepal, Netherlands Antilles, Nevis, New Caledonia, New Zealand, Niue, Palau, Papua New Guinea, Qatar, Russia, Rwanda, Samoa, Sao Tome & Principe, Seychelles, Solomon Islands, Somalia, Somaliland (North Somalia), South Soudan, Sri Lanka, St Barthelemy, St Eustatius, St Kitts, St Lucia, Russia, Sudan, Suriname, Syria, Tahiti, Tajikistan, Tanzania, Tonga, Tunisia, Turkmenistan, Tuvalu, Ukraine, Uzbekistan, Vanuatu, Virgin Islands (British), Virgin Islands (US), Yemen.

Shipping

Artisan Craft, Delivered with Care.

We are pleased to offer Complimentary DHL Express Shipping on all 50ml Eau de Parfum to the EU/other Europe, USA, and Canada. As a 2024 Art & Olfaction Finalist, we want our Mediterranean scents to reach you as seamlessly as possible, wherever you are in these regions.

For our 15ml travel editions, free shipping is extended when purchasing two or more bottles (applicable to EU/other Europe, USA, and Canada).

2 or more Discovery Sets ship free to EU/other Europe, USA and Canada.

For all other orders and destinations, we continue to ship via DHL Worldwide with rates calculated at checkout. Free shipping is available worldwide on orders over €250.

Signature Gift: We include a complimentary 2ml sample with every 50ml purchase so you can explore more of our olfactive world.

Silkwear: Standard DHL rates apply to all destinations worldwide unless purchased with a 50ml Eau de Parfum, 2 or more Discovery Sets, or with two or more 15ml sizes (for free delivery in the EU/other Europe, USA and Canada).

International Shipping & Customs
Our perfumes are available for international delivery with the exception of a few countries (see the FAQ for the full list of restricted destinations). You will be notified at checkout if we are unable to deliver to your specific location.

Duties & Taxes
For orders outside the EU, please note that local taxes or import duties, and/or customs handling fees, may apply upon receipt of your goods. These charges are not included in our shipping rates and are the responsibility of the recipient.

Returns

Returns are available for silkwear and accessories’ purchases only.

We hope you will enjoy your order and that it arrives in perfect condition. We showcase our products in detail on our site to help you make the ideal choice of our fragrances and accessories. We offer samples and a Discovery Set for you to trial before you buy our fragrances.

To ensure that you can shop in full confidence with us, we provide a 2ml sample of your purchased 50ml fragrance, so you can trial before opening the flacon, and gift to others if it doesn’t suit you.

All perfume and cosmetics’ sales are final. Please note that we do not offer returns on these items for reasons of hygiene, health and safety. In addition, alcohol-based perfumes can ship only with a few courier firms and are subject to surcharges, thereby making the cost of a return unviable. You can proceed with returns for silkwear or lifestyle accessory purchases – see below for instructions.

However, we are happy to help you if your perfume or cosmetic order arrives with problems such as leaking, a faulty atomiser or damaged in any other way – see below.

Malta-based customers are able to pick up all purchases, and return non-cosmetic purchases only to our premises for refunds.

Note that refunds are not possible on sale or discounted silkwear/accessories.

Returns: We can only accept silkwear and accessories for a refund if they are returned in their original packaging and in a pristine condition.

How to return a purchase / claim for faulty/damaged goods

Inspect your purchase as soon as possible on delivery and contact us within 5 days of its receipt to discuss your returns and the issue you have with your purchase such as its condition on arrival. You can use our Refunds / Returns form below. We may need to follow up with the courier if you chose that delivery option.

Purchases must be returned within 14 days of the date of signed-for date of order receipt at your chosen shipping address, and in perfect condition, in the original inner packaging and, where possible, the outer mailer box too.

Email us or use our Returns Form below to give us details of your return: your original order number, your returns’ postal or courier tracking number, the price of purchase and the reason for your return or exchange.

Please ensure the returns’ package is securely sealed with tape to limit damage to the item in transit and is clearly labelled with our address – see below.

Use a secure, tracked service to return your purchase which requires proof of posting and a signature on receipt at our premises. We are not liable to process refunds on returns without proof of your return posting and our signed-for receipt nor on returns which go missing in transit.

Return to: Olentium, 14 Alley One, Parish Street, Siggiewi SGW 1541, Malta (EU).

Processing Returns

It may take up to 1-2 weeks for us to receive your shipment. Once we receive your return, we will notify you. Please allow 10 business days for us to process your return. Once your return has been processed, you will receive a further email notifying you that your refund has been processed and issued. In most cases, your return will be credited to the card you used on purchasing your item from us. Any shipping charges applied to the order or taxes relating to your returned item(s) to us will not be refunded. We reserve the right to deduct from your refund any taxes/duties/charges we may incur to receive your returned item.

Our returns and refunds policy does not affect your statutory EU consumer rights.