SHIPPING POLICY
Last update: December 12, 2025
Welcome to FragranceGems' shipping policy. Below you will find all information regarding processing times, delivery times, shipping costs, and delivery procedures.
CONTACT INFORMATION
For questions about shipping, you can contact us in the following ways:
FragranceGems - ROMA Service
📧 Email: info@fragrance-gems.nl
📞 Phone: +31 6 39 33 84 42
🏢 Address: IJsselstroom 33, Zoetermeer, 2721 AW, Netherlands
Availability:
Monday to Friday: 09:00 - 20:00 (CET)
Weekends and holidays: Closed
Company details:
Chamber of Commerce number: 97698334
VAT number: NL005283094B75
We aim to respond to your query within 24 hours.
SHIPPING OVERVIEW
Processing time: 1-2 business days after payment
Shipping Netherlands: 2-4 business days after dispatch
Total delivery time: 3-6 business days (processing + shipping)
Free shipping: From €75 order value
Standard shipping costs: €6.35 (under €75)
Shipping service: PostNL with Track & Trace
PROCESSING TIME
We strive to process all orders as quickly as possible.
Standard processing time
- Processing time: 1-2 business days after receipt and processing of payment
Important information
⚠️ Please note:
- Orders placed on weekends or public holidays will be processed on the next business day
- During holidays and busy periods (such as Black Friday, Sinterklaas and Christmas) processing times may be slightly longer
- We will proactively communicate any delays via email
DELIVERY TIME
Netherlands
- Standard shipping: 2-4 business days after dispatch
- Total delivery time: 3-6 business days (including processing time)
- Track & Trace: Always included
⚠️ Please note: The stated delivery times are indicative and cannot be guaranteed. Delays due to the carrier, weather conditions, or other force majeure are beyond our control.
SHIPPING COSTS
All prices are final prices. VAT is not applicable as we fall under the Small Business Scheme (KOR).
Netherlands
- Free shipping: From €75 order value
- Standard shipping: €6.35 (for orders under €75)
💡 Note: Exact shipping costs are always displayed during the checkout process before you place your order.
SHIPPING SERVICES
We cooperate with PostNL for all shipments within the Netherlands.
PostNL
- Reliable delivery throughout the Netherlands
- Track & Trace always included
TRACK & TRACE
After your order has been dispatched, you will automatically receive an email with:
✅ Shipping confirmation
✅ Track & Trace code
✅ Link to the PostNL website
This allows you to track your parcel in real-time until delivery.
Addendum: Insured Shipping (Optional)
At FragranceGems, we aim for perfect delivery of your order. During checkout, you have the option to choose Insured shipping.
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Costs: The premium is 1% of the total order value.
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What does it include? Although we always ensure safe delivery, this option offers extra protection and an expedited procedure in case of problems during transport (such as loss or damage).
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Procedure: If something goes wrong with an insured package, we will immediately launch an investigation and, after establishing the problem, immediately offer a suitable solution in the form of a replacement product or a full refund.
DELIVERY AND TRANSFER OF RISK
Delivery procedure
- PostNL delivers the package to the specified address or a PostNL point
- In case of absence: A delivery card with instructions will be left
- Collection: You can collect your package at a PostNL collection point
When does the risk transfer?
The risk of loss or damage remains with FragranceGems until you have physically received the package. This means that we remain responsible for damage or loss during transport.
What does this mean for you?
- Until you receive the package, we are responsible
- If the package is damaged or lost during transport, please contact us
- We will work with you on a solution: replacement or refund
- After physical receipt, you are responsible for the product
MISSING OR DAMAGED PACKAGES
Package not received?
If your package has not arrived within the expected delivery time:
1. Check the Track & Trace: Sometimes your package is with a neighbor or a collection point
2. Wait an additional 2 business days: Transport can sometimes experience delays
3. Contact us: If the package still has not arrived, we will initiate an investigation with the carrier
Contact:
📧 Email: info@fragrance-gems.nl
📞 Phone: +31 6 39 33 84 42
🕐 Availability: Mon-Fri, 09:00 - 20:00 (CET)
Package arrived damaged?
If your package arrives damaged:
✅ Immediately take photos of the outside of the package AND the contents
✅ Contact us within 48 hours via info@fragrance-gems.nl
✅ Send the photos with your email
✅ We will provide a suitable solution: replacement or refund
⚠️ Please note: Without photo evidence of damage, we unfortunately cannot guarantee a replacement or refund.
ADDRESS CHANGE
Before shipping
Would you like to change the shipping address? Please contact us as soon as possible via:
📧 Email: info@fragrance-gems.nl
📞 Phone: +31 6 39 33 84 42
We will adjust the address as long as your order has not yet been shipped.
After shipping
Once the package has been dispatched and the Track & Trace code has been activated, we unfortunately cannot change the address. In that case, you can:
- Contact PostNL (via Track & Trace)
- Have the package returned and re-shipped (possibly at extra cost)
HOLIDAYS AND BUSY PERIODS
During holidays and peak times, delivery times may vary.
Extra processing time possible during:
- Black Friday / Cyber Monday (November)
- Sinterklaas (November/December)
- Christmas and New Year (December/January)
- Other national holidays
💡 We will inform you on our website and in order confirmations about any delays.
RETURNS
Not satisfied with your order? You have a 14-day cooling-off period to return your order.
Important conditions:
❌ Perfumes must not have been opened or unsealed (hygiene requirement)
✅ Products must be returned in their original, undamaged packaging
💰 Return shipping costs are at your own expense
📦 More information: See our full Return Policy for all conditions and instructions.
FREQUENTLY ASKED QUESTIONS
When will my order be shipped?
Orders are shipped within 1-2 business days after payment. You will receive a Track & Trace code once your package is on its way.
Can I track my order?
Yes, you will automatically receive a Track & Trace code by email once your order has been shipped.
What if my package is late?
First, check the Track & Trace. If the package has not arrived after the expected delivery time + 2 business days, please contact us.
Can I still change my shipping address?
Yes, but only before shipping. Please contact us as soon as possible via info@fragrance-gems.nl.
Do you ship to Belgium?
No, currently we only ship within the Netherlands. Please contact us for future possibilities.
What if my package arrives damaged?
Immediately take photos and contact us within 48 hours. We will arrange a replacement or refund.
RELATED INFORMATION
- Terms and Conditions - All conditions for ordering from FragranceGems
- Return Policy - Information about returning products
- Privacy Statement - How we handle your personal data
- Frequently Asked Questions - Answers to the most common questions
FragranceGems strives for a reliable and fast shipping service. Should you be dissatisfied with the delivery, please let us know so we can improve!
© 2025 FragranceGems – ROMA Service
Chamber of Commerce: 97698334 | VAT: NL005283094B75
CONTACT ABOUT SHIPPING
Do you have questions about your shipment or is your Track & Trace not working?
Feel free to contact us!
FragranceGems - ROMA Service
📧 Email: info@fragrance-gems.nl
📞 Phone: +31 6 39 33 84 42
🏢 Address: IJsselstroom 33, Zoetermeer, 2721 AW, Netherlands
Availability:
Monday to Friday: 09:00 - 20:00 (CET)
Weekends and holidays: Closed (messages will be answered on the next business day)
