FAQ

PAYMENT

IS PAYMENT ON YOUR SITE SECURE?

Payments made on this site are secured by Braintree, a PCI-DSS level 1 certified service provider. What's more, all the banking information you send us does not pass through our servers, but is communicated directly to this third-party service specializing in online payments. Braintree is one of the world's Visa-compliant service providers, and is on Mastercard's list of service platforms.

ORDER

HAS MY ORDER BEEN PROCESSED?

Once your order has been confirmed, you will receive a confirmation e-mail with your order number.

WHAT SHOULD I DO IF I HAVEN'T RECEIVED A CONFIRMATION E-MAIL FOR MY ORDER?

First of all, please check whether a direct debit has been made. It is possible that the payment was not successful and that your order has not been validated. If you have indeed been debited, we advise you to check your junk mail, as our e-mail may be hiding there. If you still haven't received an e-mail, it may be that your e-mail address contains an error: in this case, write to us at customerservices@bdkparfums.com so that we can check and send you your confirmation e-mail.

 

DELIVERY

WHEN WILL MY ORDER BE SHIPPED?

Your order will be dispatched within 24 to 48 working hours of confirmation. If you place your order at the weekend or on a public holiday, your products will be dispatched within the next two working days.

HAS MY ORDER BEEN SHIPPED?

Once your order has been dispatched, you will receive an e-mail with a tracking number, enabling you to check the delivery status on the carrier's website.

HOW DO I TRACK MY ORDER?

Once your package has been shipped and picked up by the carrier, you will receive a shipment confirmation email from us. This e-mail will contain your tracking number and a summary of your order, enabling you to track your parcel on the carrier's website.

CAN I BUY AN OUT-OF-STOCK PRODUCT?

When a product is out of stock, you cannot buy a pre-order product. However, you can sign up for a Back in Stock Alert and you will be informed by e-mail as soon as the product you wish to buy is available again.

 

REFUND

CAN I CHANGE MY DELIVERY ADDRESS OR METHOD ONCE I'VE PLACED MY ORDER?

If you wish to change the delivery address of your order, please write to us as soon as you receive your order confirmation on customerservices@bdkparfums.com. If your order has not yet been processed, we will be able to modify it. Otherwise, our customer service team will work with you to find the best solution to ensure that you receive your order as quickly as possible.

CAN I CANCEL MY ORDER ONCE I'VE PLACED IT?

We can only cancel your order if it has not yet been processed. Please contact us as soon as possible at customerservices@bdkparfums.com so that we can take your request into account.

WHAT HAPPENS IF MY PARCEL IS RETURNED TO SENDER?

If the address you have entered is incomplete, or the parcel has been damaged in transit, it may be automatically returned to us. In this case, please contact us at customerservices@bdkparfums.com, giving us your full address if necessary, so that we can send you a new parcel as quickly as possible.

I HAVE ANOTHER PROBLEM WITH MY ORDER

If you have a problem with your order, please have your order number ready and contact us at customerservices@bdkparfums.com. Our customer service team will help you find a suitable solution.