FAQ
Please read this page in its entirety before placing an order with us. Any and all email inquiries containing these questions will be directed to this page. By placing an order with us, you agree to the terms outlined below.
Q: Are your fragrances authentic?
A: We at Decant Outlet 100% guarantee that all of our fragrances are authentic. All fragrance decants are transferred directly from the retail bottle to the glass decant, then sealed and shipped to you. All decants are filled with a small air gap to allow for expansion during shipping, the amount ordered will still be accurate. All of our fragrances are purchased brand new, and are guaranteed to be 100% fresh. Decant Outlet rebottles the original fragrance directly from the manufacturer's bottle into smaller samples/decants. Samples/decants do not come in the original manufacturers packaging. All sales are final, return or refund requests will be denied with no exceptions.
Q: When will my order ship?
A: We do our best to have everything filled and ready to be shipped either same day or next business day. However, during periods of high demand sometimes each item is decanted to order. Please allow a couple business days for your items to ship. If your order hasn't been fulfilled after a few days, feel free to contact us and we'll look into it for you!
Q: My sample/decant was damaged, lost or stolen! Now what?
A: We package each decant by hand and do our best to make sure it is protected. However, sometimes USPS has other plans. If your decant arrived broken or experienced leaking, contact us and we'll refund your order ASAP. We take care of our customers and will resolve any and all issues within 1-2 business days. We reply to all claims, if you haven't heard back from us our email likely ended up in your spam/junk folder.
We offer Route shipping protection to all of our customers. It is the responsibility of the buyer to purchase shipping protection at the time of placing your order. If your package is lost or stolen, we will help you file a claim with Route. If you choose to remove shipping protection from your order, and your order was lost or stolen, we will not provide a replacement or refund of your items under any circumstances. By removing shipping protection, you hereby agree to assume responsibility if your package is lost or stolen. We do not, under any circumstances, warranty lost or stolen packages and all claims will need to go through the shipping carrier.
Q: My package is delayed in transit. What's next?
A: Unfortunately, delays happen. These are out of our control and there's nothing that can be done about it. We can not nor will try to "track down" your package. We have no ability to do this even if we wanted to. If your package is still moving through the USPS network, it should arrive shortly.
Q: My order is being held at the post office, what do I do?
A: We handle everything right up to dropping the package off to USPS for shipping. Everything after this is in the hands of the shipping carrier and all issues will need to be resolved with them. If your package is being held, you can likely walk into the post office and pick it up, or they may reattempt delivery the following business day. We will not reach out to your local post office to resolve delivery issues. This is why we strongly recommend purchasing Route shipping protection. Decant Outlet does not, under any circumstances, warranty lost or stolen packages and all claims will need to go through the shipping carrier.
Q: Do you ship to Canada?
A: Yes, we do. However, it is the buyers responsibility to incur any and all fees, tariffs, import costs, etc. Decant Outlet will not be held liable to pay these charges.
Q: Can I change my order?
A: We start processing your order as soon as we receive it to provide the quickest turnaround time we can. Please double check your cart before placing your order as cancellations are not guaranteed.
Q: Can I return my sample/decant?
A: Our decants are offered in glass bottles with a screw on atomizer. Thus, they are not tamper resistant. Due to this, we do not accept returns under any circumstances. Please double check your cart before placing your order. The idea of purchasing a sample is to determine if you like the scent before committing to buying a full bottle, so we can not accept returns if you don't like the fragrance. Any and all requests to return your decant(s) will be denied with no exceptions. Skin chemistry plays a big role in fragrance longevity and projection, some may last for 4 hours on skin and others may claim to get 8 hours or more. A lack of performance does not indicate an inauthentic, inaccurate, or expired fragrance. From time to time, fragrances can undergo reformulations — your favorite fragrance from 10 years ago may not smell and perform the same as you remembered it. Any and all requests for refunds due to performance variations will be denied with no exceptions.