SHIPPING & RETURNS

Delivery & Customer Service

FAQs

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.

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.

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. We send samples by tracked postage via Maltapost international delivery.

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.

We offer free shipping on:

  • EU orders over €200
  • USA/Canada orders over €200
  • All other International orders over €250

Sign up for our enews to be first to hear of our offers and discounts on shipping and our perfumes.

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, we subsidise the shipping and/or keep it at cost for international customers.

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, you will receive SMS and/or email details of how to track your package.

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 first and/or contact the courier directly.

Please allow up to 3 weeks for international standard delivery. Current air transport issues ever since Covid and other restrictions, such as postal strikes, may delay 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.

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. Both these options are reliable but with a courier, it is easier to trace your item en route and delivery times are shorter.

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, Azerbaijan, Bangladesh, Barbados, Belarus, Belize, Bhutan, Burundi, Cape Verde, Central African Republic, Chad, China, Comoros, Congo, Congo Democratic Republic, Cook Islands, Cuba,  Djibouti, Dominca, Ecuador, Egypt, Eritrea, Falkland Islands, Faroe Islands, French Guinea, Gambia, Georgia, Greenland, Grenada, Guinea Republic, Guinea Bissau, Haiti, Iran, 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, Sudan, Suriname, Syria, Tahiti, Tajikistan, Tanzania, Tonga, Tunisia, Turkmenistan, Tuvalu, Ukraine, Uzbekistan, Vanuatu, Virgin Islands (British), Virgin Islands (US), Yemen.

Shipping

Our perfumes are available for worldwide delivery with the exception of some countries. See the FAQ (left) for a full list of countries we are unable to ship alcohol perfumes to.

Oil-diluent perfumes, cosmetics, silkwear and lifestyle accessories ship worldwide to wherever our courier partner delivers.

You are notified at checkout if we are unable to deliver perfume to your destination.

We ship with DHL and rates are shown on checkout. Please note that sample vials and scent cards are sent regular postal service with tracking.

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

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.

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. 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 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

Returns Form

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