10 MOST FREQUENTLY ASKED QUESTIONS

Currently, we do not have a discount or promo code available. Sign up for our newsletter and stay informed about our promotions.

Samples are free with every Parfuma purchase from €50! You can request up to 3 specific samples in the final step of the checkout.
​If you are still unsure and curious about a perfume or skincare product you discovered on parfuma.com, we offer you the possibility to try a product before purchasing it. Discover everything about it via our sample service.

You can always review the contents and total amount of your shopping cart before completing the payment.
​Once the order has been placed, prepared, and shipped, it is unfortunately no longer possible to cancel or make changes.

Changed your mind? Returns are possible within 15 days after receipt.

The delivery time for Belgium is 2 to 4 working days.

For your convenience, you will find an overview below of the estimated delivery times depending on different situations:
Stock available in our warehouse: If the item is in stock in our warehouse and you place your order before 15:00, it will be shipped the same working day. You can expect your parcel within the indicated delivery time.
Stock available in another store: If the item is located in one of our other stores and you place your order before 15:00, it will be shipped 1 to 2 working days later. Please note that the delivery time may therefore be slightly longer than when the item is available in our warehouse.
Exception regarding stock status: In rare cases, our software system may indicate that an item is in stock when it is not. This can happen when the item is already on order with the supplier. If this occurs, we will inform you as soon as possible.
​Store pickup: If you choose to collect your parcel in one of our stores, the pickup time also depends on availability. As soon as your parcel is ready for collection, you will receive a separate email from us. You can collect your parcel from the moment you receive this email.

For deliveries outside Belgium, please take the following delivery times into account:

In most cases, the delivery time is 4 to 6 working days.
Within the Czech Republic, delivery can take up to 2 weeks.
In Bulgaria, delivery can take up to 4 weeks.

Please note:

The delivery information above is subject to change and may vary depending on product availability and supplier stock levels. We do our very best to keep you accurately and promptly informed about any changes to your delivery.
During busy periods, delivery times may be affected, so please take this into account. In addition, external courier services and production delays at main distributors due to raw material shortages may also result in longer delivery times.
​If your parcel has not been delivered 10 working days after shipment, please contact us by email at contact@parfuma.com and be sure to include your order number.

This is possible with every online purchase, provided that you create an account in advance.
Once you add your company name and VAT number when creating your account and indicate that you would like to receive an invoice, our system will automatically send the invoice by email after your order has been shipped.
​Did you not receive an invoice? Please make sure to check your spam or promotions folder as well – our emails sometimes end up there.

Have you not yet provided your VAT number?
Then send it to us after placing your order via contact@parfuma.com. We will add it manually and save it for your future purchases.

Delivery takes place on working days only (Monday to Friday, excluding public holidays). If you have not received your order after 10 working days, please contact Parfuma Online by phone at +32 (0)3 232 46 11 or by email at contact@parfuma.com, from Monday to Friday between 9:00 and 16:30.

TIP: Please have your order number ready (not your invoice number), so we can assist you more quickly.

You can easily enter your unique code in the designated field during the first or final step of the checkout page.

If you wish to return a product, all shipping costs are at your own expense, except in the case of an error on our part.
You must return the goods as soon as possible and no later than 14 days after informing us that you wish to withdraw from the agreement.
​As long as you return the goods before the end of this 14-day period, you are within the deadline.

You can find some exceptions to the right of return below under returns.

If you have saved voucher(s), they will automatically appear in the final step of the checkout page.
There you can easily select which voucher(s) you would like to use.
​You will receive a €15 voucher once you have collected 500 points. 1 point equals €1.

Please also check your spam or promotions folder, as our messages sometimes end up there by mistake.

Each account is linked to a unique email address.
Are you already registered in one of our stores with your email address? Then click Forgot your password and follow the steps to activate your account.
​Are you a new customer? Then you can easily create an account via the registration page.

Select Forgot your password and simply follow the steps.

Yes, you can change your password. Select Forgot your password and simply follow the steps.

Absolutely! Online, we use the same loyalty program as in our stores. Once you have collected 500 points, you will receive a €15 voucher. 1 point equals €1.

Please also check your spam or promotions folder, as our messages sometimes end up there by mistake.

On parfuma.com, you can filter by brand and product category. In the search bar, you can look for a specific product by name, colour, or more.

Can you not find your favourite brand or product on the webshop?
This may be because not all brands and products are available online, but they may still be available in one of our stores. Please feel free to send your request to our customer service.

We aim to maintain a permanent stock of our products. However, it is possible that a specific product may be temporarily out of stock.
​On the product page, you can check whether the product is in stock and in which store(s) it is available.

Have you found all the products you were looking for and would you like to complete your order?

First of all, you need an account on parfuma.com. After creating or logging into your account, follow these steps:

1. Check your order under your selection
   
2. Enter your details
   
3. Choose a delivery option of your choice
   
4. Then choose your payment method
   
5. Complete the payment
   
6. After your payment, you will receive a confirmation email

Please contact our customer service as soon as possible by phone at +32 (0)3 232 46 11 or by email at contact@parfuma.com, from Monday to Friday between 9:00 and 16:30.

Once your order has been processed by our shipping department, we can no longer change your address. The parcel will already have been collected by bpost. Incomplete and/or incorrect addresses are always returned to us. As soon as we receive the parcel back, we can resend the product(s) at your request after payment of the applicable shipping costs

Within a few minutes after completing your order, you will receive a confirmation in your mailbox.
Did you not receive a confirmation email? Please check whether it may have ended up in your spam folder.
Still no confirmation email found? Then please contact our customer service.

You can always review the contents and total amount of your shopping cart before completing the payment.
Once the order has been placed, prepared, and shipped, it is unfortunately no longer possible to cancel or make changes.

Changed your mind? Returns are possible within 15 days after receipt. Want to know more? Click through to Returns.

We are sorry to hear that you are not 100% satisfied. Customer satisfaction is of course our number one priority at Parfuma and on parfuma.com.
That is why we kindly ask you to send an email. This way, we can look together at what went wrong and find a suitable solution together.

• Parfuma Gift Card
• MasterCard
• Bancontact
• iDEAL
• PayPal
• Klarna

If you receive an error message related to credit card authorisation, please check whether you have entered all card details correctly (card number, verification code, and expiry date).
Then try entering your security code again using your card reader and make sure that your card is valid and up to date.
If you still receive an error message after the second attempt, please contact our customer service for further assistance.

You can easily enter your promo code in the designated field during the first step of the checkout page.

All our promotions are valid only once per customer account.

Delivery in Flanders, the Netherlands, and Europe

Parfuma delivers throughout Europe with bpost. Shipping costs depend on your location and the order amount:

Belgium, the Netherlands, France, Luxembourg & Germany:
Orders < €60: €5 shipping costs
Orders > €60: Free delivery

Rest of Europe:
Orders < €100: €15 shipping costs
Orders between €100 and €200: €8 shipping costs
Orders > €200: Free delivery

Store pickup:
You can also choose to collect your order free of charge in a Parfuma store of your choice (Antwerp, Hove, or Wijnegem Shopping Center).

Parfuma.com delivers throughout Europe, with the exception of Corsica, Great Britain, Monaco, Norway, Poland, and Switzerland.

The delivery time for Belgium is 2 to 4 working days.

For your convenience, you will find an overview below of the estimated delivery times depending on different situations:
Stock available in our warehouse: If the item is in stock in our warehouse and you place your order before 15:00, it will be shipped the same working day. You can expect your parcel within the indicated delivery time.
Stock available in another store: If the item is located in one of our other stores and you place your order before 15:00, it will be shipped 1 to 2 working days later. Please note that the delivery time may therefore be slightly longer than when the item is available in our warehouse.
Exception regarding stock status: In rare cases, our software system may indicate that an item is in stock when it is not. This can happen when the item is already on order with the supplier. If this occurs, we will inform you as soon as possible.
​Store pickup: If you choose to collect your parcel in one of our stores, the pickup time also depends on availability. As soon as your parcel is ready for collection, you will receive a separate email from us. You can collect your parcel from the moment you receive this email.

For deliveries outside Belgium, please take the following delivery times into account:

In most cases, the delivery time is 4 to 6 working days.
Within the Czech Republic, delivery can take up to 2 weeks.
In Bulgaria, delivery can take up to 4 weeks.

Please note:

The delivery information above is subject to change and may vary depending on product availability and supplier stock levels. We do our very best to keep you accurately and promptly informed about any changes to your delivery.
During busy periods, delivery times may be affected, so please take this into account. In addition, external courier services and production delays at main distributors due to raw material shortages may also result in longer delivery times.
​If your parcel has not been delivered 10 working days after shipment, please contact us by email at contact@parfuma.com and be sure to include your order number.

• In one of our Parfuma stores: As soon as you have received the pickup confirmation email from us.
  TIP: Please have your order number ready so we can hand over your order more quickly.

  Parfuma Antwerp: Monday to Saturday, from 10:00 to 18:00 – at the checkout in the store.
  Parfuma Wijnegem: Monday to Saturday, from 10:00 to 20:00 – at the checkout in the store.
  Parfuma Hove: Monday to Saturday, from 10:00 to 18:00 – at the checkout in the store.

  At your home.
  At an address of your choice.

After your order has been shipped, you will receive a tracking link from bpost. Please also check your spam mailbox. If you have not received a tracking link after 5 working days, please contact Parfuma Online by phone at +32 (0)3 232 46 11 or by email at contact@parfuma.com, from Monday to Friday between 9:00 and 18:00.

TIP: Please have your order number ready (not your invoice number), so we can assist you more quickly.

What happens to your parcel depends on your delivery preferences. You can set these in the My bpost app.

I have already set my delivery preferences:
If you were not at home at the time of delivery, your parcel will be delivered according to your delivery preferences: to a neighbour, in a safe place, or at a pickup point.

I have not yet set my delivery preferences:
In this case, the postman will usually try to deliver your parcel to a neighbour or leave it in a safe place. If this is not possible, you will receive a notification in your letterbox. You or someone else can collect the parcel within 14 calendar days at the pickup point mentioned in the notification.

Please note that the pickup point may still change. As soon as your parcel arrives at a pickup point, the status of your shipment will be updated in Track & Trace and you will receive an email.
Always check the status of your parcel before going to the pickup point.

Delivery takes place on working days only (Monday to Friday, excluding public holidays). If you have not received your order after 10 working days, please contact Parfuma Online by phone or by email at contact@parfuma.com, from Monday to Friday between 9:00 and 16:30.

TIP: Please have your order number ready (not your invoice number), so we can assist you more quickly.

We are sorry to hear that you did not receive the correct product. Parfuma does everything possible to assist you as best as we can. Please contact Parfuma Online by phone at +32 (0)3 232 46 11 or by email at contact@parfuma.com, and clearly mention your order number and what went wrong. We will respond to your request as quickly as possible.

TIP: Please have your order number ready (not your invoice number), so we can assist you more quickly

• It is important to check your order immediately after receiving it for the following reasons:
  
• Damages or defects – If a product has arrived damaged or defective, you can report this immediately and request a solution.

Correct products – Check whether you have received the correct items, quantities, and variants (such as fragrance or size).

Quick return notification – If something is not correct, you can report this within the return period and arrange an exchange or refund as soon as possible.

Warranty and service – Some products are subject to specific warranty periods, and checking your order promptly helps to identify any issues in time

At Parfuma, we attach great importance to correct and careful delivery. Each parcel is weighed and scanned before shipment, and this information is also registered with bpost. This allows us to verify the exact weight and contents if there is any doubt.

Do you believe there is an issue with your order? Please contact us within 24 hours via contact@parfuma.com. Add photos of the parcel (outside and inside), a photo of the address label with the barcode, and the contents. Also mention your order number. We investigate every case thoroughly and will get back to you as soon as possible.

Please note: During busy periods such as sales, we notice an increase in fraud attempts. Parfuma reserves the right to investigate suspicious complaints more thoroughly.

Would you like to return a product? No problem!

What are the costs?

Return due to our error: completely free.
Return for personal reasons: shipping costs + €5 administration fee. These costs will be deducted from the total amount to be refunded.
Cancellation of an order: €5 administration fee (only if the order has not yet been shipped). These costs will be deducted from the total amount to be refunded.

How to return?

Pack the products in their original, unopened cellophane packaging (as securely as possible in a parcel, not in an envelope). Add the return form (samples/gifts received with your purchase are not eligible for return).
Bring your parcel to one of our stores or to the post office*.
Send an email to contact@parfuma.com to inform us that you have returned your parcel. Don’t forget to mention your order number and the reason for return.

Important information:

Keep your proof of return carefully! If the parcel gets lost, we unfortunately cannot issue a refund without proof.

*Send your parcel to:
Parfuma – Webshop Mechelsesteenweg 1 2540 Hove Belgium

We will refund you using the same payment method you used for the original transaction, unless you expressly agree otherwise.
In the case of a return, a fixed amount of €10 will be charged for shipping and administration costs. This amount will be deducted from the total amount to be refunded.
We may withhold the refund until we have received the goods back or until you have provided proof that the goods have been returned, whichever occurs first.
​After approval, you will receive the remaining amount within 7 working days.

You must return or hand over the goods to us without undue delay and in any case no later than 14 days after the day on which you informed us of your decision to withdraw from the agreement.
​You are on time if you return the goods before the 14-day period has expired.

• Products that are not suitable for return for reasons of health protection or hygiene and whose seal and/or cellophane packaging has been broken after delivery.

  Items purchased with a discount (such as sales, promotions, or Parfuma deals) cannot be returned or exchanged.

  Make-up products cannot be returned due to hygiene reasons.

  Products that have been irreversibly mixed with other items after delivery due to their nature.

  Products made according to the consumer’s specifications, which are not prefabricated and are produced based on an individual choice or decision of the consumer, or which are clearly intended for a specific person

The Parfuma gift voucher is available in our stores in Antwerp, Wijnegem, Hove, and at Skin Expertise Parfuma.
No time to visit one of our stores? No problem, simply order the gift voucher online.

You can easily enter your unique code in the designated field during the first or final step of the checkout page.

You can check the balance of your Parfuma gift voucher here.

This is possible with every online purchase, provided that you create an account in advance.

Once you add your company name and VAT number when creating your account and indicate that you would like to receive an invoice, our system will automatically send the invoice by email after your order has been shipped.

Did you not receive an invoice? Please make sure to check your spam or promotions folder as well — our emails sometimes end up there.

Have you not yet provided your VAT number?
Then send it to us after placing your order via contact@parfuma.com. We will add it manually and save it for your future purchases.

• If the total amount of your purchase is lower than the value of your gift voucher, the remaining balance will stay on your gift voucher and can be used later.

  If the total amount of your purchase is higher than the value of your gift voucher, you can easily pay the difference using a payment method of your choice.

You will receive the refunded amount as a credit voucher.

Please note: a credit voucher is not the same as a gift voucher.

For privacy reasons, we cannot reissue your Parfuma gift voucher.
We recommend visiting one of our stores to have your gift voucher registered in the E-wallet of your account.

The Parfuma gift voucher is valid for two years from the date of purchase.

If you have saved voucher(s), they will automatically appear in the final step of the checkout page.
There you can easily select which voucher(s) you would like to use.
You will receive a €15 voucher once you have collected 500 points. 1 point equals €1.

If you have saved voucher(s), they will automatically appear in the final step of the checkout page.
There you can easily select which voucher(s) you would like to use.
You will receive a €15 voucher once you have collected 500 points. 1 point equals €1.

Come and discover our Parfuma stores at:

Antwerp: Eiermarkt 31 – 2000 Antwerp
Wijnegem: Shopping Center, Turnhoutsebaan 5 shop 7 – 2110 Wijnegem
Hove: Mechelsesteenweg 1 – 2540 Hove

Are you interested in a facial treatment? Then Parfuma is the right place for you! In our Skin Expertise Center, you can enjoy effective, skin-improving treatments.

Discover our Parfuma Skin Expertise Centers at:

Antwerp, Eiermarkt 31 – 2000 Antwerp (on the ground floor)
Hove, Mechelsesteenweg 1 – 2540 Hove (at the back of the store)​​

Parfuma BV Eiermarkt 31 - 2000 Antwerpen

The Mesoestetic range is continuously expanded with new, effective products. Would you like to know more about it? Then be sure to read our frequently asked questions about Mesoestetic.

The Jane Iredale range is continuously expanded with new, effective products. Would you like to know more about it? Then be sure to read our frequently asked questions about Jane Iredale.

The Advanced Nutrition Programme range is continuously expanded with new, effective products. Would you like to know more about it? Then be sure to read our frequently asked questions about Advanced Nutrition Programme.