SHIPPING & RETURNS

Delivery & Customer Service

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, as well as Paypal. 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 tracked postage option for non-alcohol perfumes and cosmetics can be fulfilled by Maltapost international delivery (this is our ‘standard rate’ on checkout). Our international courier partner is DHL for alcohol perfumes and you can choose DHL courier option as express delivery for other cosmetics.

Our delivery partners do not guarantee specific delivery timeframes. We estimate 2-3 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 every so often as a special offer. Sign up for our enews to be first to hear of our offers and discounts.

We try to keep our shipping rates to a minimum and at a level that covers our costs and time and guarantees reliable tracked & signed for delivery.

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 Paypal, Stripe etc), we confirm we are dispatching your order. Within 1-3 days, we email you details of how to track your package.

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

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

Please allow up to 3 weeks for international standard delivery. Current air transport issues following Covid and other restrictions are slowing things down.

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 courier. 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.

Afghanistan, Algeria, American Samoa, Angola, Anguilla, Antigua, Armenia. Australia, Azerbaijan, Bangladesh, Barbados, Belarus, Belize, Bhutan, Bonaire, Brazil, Burundi, Cape Verde, Central African Republic, Chad, China, Comoros, Congo, Congo Democratic Republic, Cook Islands, Cuba, Djibouti, Dominca, Ecuador, Egypt, Eritrea, Ethiopia, Falkland Islands, Faroe Islands, Fiji, French Guinea, Gambia, Georgia, Greenland, Guam, Guinea Republic, Guinea Bissau, Guyana (British), Haiti, India, Iran, Kazakhastan, Kiribati, North Korea, Kosovo, Laos, Lesotho, Liberia, Libya, Macau, 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, Pakistan, Palau, Papua New Guinea, Qatar, Russia, Rwanda, Samoa, Ssao Tome & Principe, Seychelles, Sierra Leone, Solomon Islands, Somalia, Somaliland (North Somalia), South Soudan, Sri Lanka, St Barthelemy, St Eustatius, St Kitts, St Lucia, St Vincent, Sudan, Suriname, Swaziland, Syria, Tahiti, Tajikistan, Tanzania, Tonga, Tunisia, Turkmenistan, Tuvalu, Uzbekistan, Vanuatu, Virgin Islands (British), Virgin Islands (US), Yemen, Zambia, Zimbabwe.

Shipping

Fragrances & Samples

Our perfumes are available for worldwide delivery with the exception of some countries*.

See the FAQ (left) ‘Where do you ship to’ for a full list of countries we are unable to ship alcohol perfumes to. You are notified also at checkout if we are unable to deliver perfume to your destination.

Our alcohol perfumes ship with DHL and rates are shown on checkout. Please note that 1-2ml sample vials are sent regular postal service.

We include a complementary 2ml sample with each 50ml purchase.

Note that for orders outside the EU, various taxes/duties may apply which you may need to pay on receipt of goods in your country. Our shipping rates do not include these.

**Currently, we do not ship to Russia, Belarus or Ukraine.

Returns & Refunds

We hope you will enjoy your order and that it arrives in perfect condition. We showcase our products in detail on our site. However, to ensure that you can shop in full confidence with us, we offer returns with refunds for your purchase if you are not completely satisfied or if your purchase arrives damaged, subject to our terms and conditions below.

Please note that we do not offer free shipping for returns.

Malta-based customers are able to pick up and drop back purchases at our premises.

Note that refunds are not possible on sale or discounted items, nor on 1ml / 2ml perfume vials.

Perfume returns: we provide a 2ml sample eau de parfum with 50ml perfume purchases so you can trial before opening the flacon. We can only accept perfumes for a refund if they are returned unopened, in their original packaging and in pristine condition.

How to return a purchase

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.

Perfume goods must be returned within 14 days of the date of signed-for date of order receipt and in perfect condition and 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.