Delivery and returns
Last update: 20 July 2026
This page applies to orders placed with:
PP PERFUMES LTD
Company number: 17313559
Registered office:
167–169 Great Portland Street
London, England, W1W 5PF
United Kingdom
E-mail: info@pureparfum.eu
1. Delivery area
We deliver exclusively to countries and regions that are available during checkout.
The available shipping methods, currencies, shipping costs, and any thresholds for free shipping may vary by country or market. The applicable costs and terms are clearly shown in the checkout before the order is finalized.
2. Processing and delivery
Orders are processed after payment has been successfully confirmed or authorized.
The expected processing time and estimated delivery period are stated during checkout or with the selected shipping method. Stated delivery times are estimates unless it is expressly indicated that a delivery date is guaranteed.
Weekends, public holidays, peak periods, weather conditions, transport problems, and other circumstances beyond our reasonable control may cause delays.
If an order is delayed or if we need additional information, we will contact you where possible using the details provided with the order.
3. Logistics partner
Orders may be processed and shipped on behalf of PP PERFUMES LTD by our logistics partner:
Boomerang Distribution
Building 4
U Mexika 1339
Nýřany, Pilsen 33023
Czech Republic
Boomerang Distribution provides logistics and fulfilment services. PP PERFUMES LTD remains the seller and contracting party to the customer.
4. Correct address and contact details
The customer is responsible for correctly and completely filling in:
- name;
- delivery address;
- postcode;
- house number and any addition;
- telephone number;
- email address.
Check these details carefully before the order is finalized.
If an order cannot be delivered due to incorrect or incomplete information, reasonable costs for a new shipment may be charged. These costs are communicated to the customer in advance.
If there is an error in the address, contact us as soon as possible via info@pureparfum.eu. Once an order has been processed or handed over to the carrier, we cannot always guarantee that a change can still be made.
5. Absence and pickup points
When nobody is present at the delivery address, the carrier may:
- make a new delivery attempt;
- deliver the package to a neighbor, when this is permitted;
- take the package to a pickup point or parcel locker;
- leave the package according to the selected delivery instructions.
The exact procedure and storage period vary by carrier and country. The customer should check the track-and-trace information and messages from the carrier in a timely manner.
If a package is not collected within the period indicated by the carrier, it may be returned to our logistics warehouse.
A new shipment is possible after the package has been received back. Reasonable reshipping costs may be charged to the customer when non-delivery or non-collection was not caused by PP PERFUMES LTD or the carrier.
6. Transfer of risk
For consumers, the risk of loss or damage to the goods only transfers when the consumer, or a third party designated by the consumer who is not the carrier, physically takes possession of the goods.
When the customer chooses a carrier that was not offered by PP PERFUMES LTD, the risk may transfer once the goods have been handed over to that carrier.
When a package sent using our offered shipping method does not arrive, PP PERFUMES LTD remains responsible for an appropriate solution, such as replacement or reimbursement.
7. Track-and-trace and proof of delivery
When available, the customer receives a track-and-trace link by email.
Information from the carrier, such as:
- an electronic delivery scan;
- a signature;
- a delivery photo;
- location data;
- confirmation of delivery to a neighbor or pickup point;
may be used when investigating a disputed delivery.
Such information does not automatically constitute irrebuttable proof. The customer may provide additional information or counter-evidence.
8. Package not received
If a package is registered as delivered, but you have not received it, please contact us as soon as possible via:
Please include:
- your full name;
- your order number;
- the delivery address;
- the track-and-trace code;
- a brief description of the situation.
Before making the report, check:
- the delivery address in the order confirmation;
- the mailbox and safe delivery locations;
- housemates or family members;
- direct neighbors;
- reception, concierge, or pickup point;
- messages from the carrier.
We may ask the customer to complete a statement of non-receipt and to provide reasonable cooperation with an investigation by the carrier.
An investigation may take some time depending on the carrier. If it turns out that the package was lost or delivered incorrectly, we will arrange a free replacement or appropriate reimbursement.
A reporting deadline that we request in order to start a carrier investigation quickly does not limit the consumer’s statutory rights.
9. Damaged, leaking, or incorrect delivery
Check the package and the products as soon as possible after receipt.
If a product is damaged, leaking, missing, or incorrectly delivered, contact us via info@pureparfum.eu and add:
- the order number;
- a description of the problem;
- clear photos of the product;
- photos of the packaging and shipping label;
- if relevant, a short video.
Do not throw away the packaging and the damaged product before we have assessed the report.
If the product is defective, damaged, incorrectly delivered, or not in conformity with the product description, we provide an appropriate solution in accordance with the applicable consumer law. This may include replacement, repair, a price reduction, or reimbursement. The necessary return and shipping costs are not borne by the consumer in that case.
10. Defective sprayer
A defective sprayer should be reported as soon as possible via info@pureparfum.eu.
Add clear photos and, if possible, a video showing the defect.
Depending on the situation, we may:
- send a replacement product;
- offer a replacement part when appropriate;
- carry out a partial or full reimbursement;
- agree on another solution.
An internal preference for quick reporting does not limit statutory conformity rights. Consumers in the EU, in principle, have the right to at least two years of statutory protection for defective or non-conforming goods from the time of receipt, with national rules potentially providing additional protection.
11. Right of withdrawal
Consumers who order online generally have the right to withdraw from the purchase agreement within 14 days after receipt without giving any reason.
For an order delivered in multiple parts, the period generally starts on the day on which the last product is received.
To exercise the right of withdrawal, the consumer must send a clear statement to:
Include the following:
- name;
- order number;
- the products being returned;
- date of receipt.
The model withdrawal form from our General Terms and Conditions may be used, but it is not mandatory.
12. Return address
Report every return shipment to us first via info@pureparfum.eu.
After approval and receipt of the return instructions, the return can be sent to:
PP PERFUMES LTD – Returns
c/o Boomerang Distribution
Building 4
U Mexika 1339
Nýřany, Pilsen 33023
Czech Republic
Clearly state the order number in or on the return package.
Return shipments may not be sent to our registered office in London unless we have confirmed this in writing in advance.
13. Return costs
For a standard withdrawal, where the consumer changes their mind, the direct return costs are borne by the consumer.
We inform the customer before the purchase and during the return process about this cost allocation. If a seller does not inform the consumer in advance that return costs are borne by the consumer, the seller may be required to bear these costs themselves.
Depending on the country and the available carrier, we may offer a return label. The price is communicated in advance and can be deducted from the reimbursement when the customer agrees to this.
For a defective, damaged, incorrectly delivered, or non-conforming product, the reasonable return costs are borne by PP PERFUMES LTD.
14. Condition of returned products
The consumer may inspect the product in a way that is comparable to what would be reasonably possible in a physical store.
The customer may be liable for diminished value when the product has been used or handled more than necessary to determine the nature, characteristics, and functioning of the product.
Return the product preferably:
- in the original packaging;
- with all components and accessories;
- safely and carefully packed;
- without unnecessary signs of use or damage.
The absence of the original shipping packaging does not automatically result in the loss of the right of withdrawal.
15. Opened and sealed products
For certain sealed goods that, for reasons of health protection or hygiene, are not suitable to be returned, the right of withdrawal may expire after the seal has been broken.
This exception is only applied when the specific product legally falls under this exception, the product was sealed appropriately, and the consumer was clearly informed about this before purchase.
Therefore, simply opening a regular outer package does not automatically mean that every return right expires.
16. Time limit for returning
After a valid withdrawal notification, the consumer must send the products back within 14 days at the latest, unless we confirm a different period.
The customer is advised to keep the proof of shipment until the return has been fully processed.
PP PERFUMES LTD is not responsible for a return shipment that is lost because the customer chose an unsuitable or non-trackable shipping method, except when we ourselves arranged the return label or the carrier.
17. Reimbursement
After a valid withdrawal, we reimburse the payments received, including the costs of the cheapest standard delivery available for the original order.
Any additional costs resulting from choosing a more expensive express or premium shipping method are not necessarily reimbursed.
The reimbursement is made using the original payment method, unless expressly agreed otherwise.
We carry out the reimbursement within the legally applicable period. We may wait until:
- we have received the returned products; or
- the customer has provided sufficient proof that the products have been returned,
depending on which occurs first.
For online withdrawals, in the EU, in principle, a reimbursement period of 14 days applies after the withdrawal notification, with the seller’s right to wait for receipt of the goods or proof of shipment.
The bank or payment service provider may require additional processing time after our reimbursement before the amount is visible.
18. Partial returns and promotions
When only part of an order is returned, the reimbursement is calculated based on the products being returned and the discount actually applied to those products.
When the original order no longer meets the conditions for a discount, bundle promotion, free shipping, or a free gift due to the return, the reimbursement may be recalculated to the extent that this was clearly known in advance and is legally permitted.
A free gift that was linked to a purchase condition must be returned when, due to the return, that condition is no longer met. When the gift is not returned, its previously disclosed reasonable value may be deducted from the reimbursement.
19. Fraud and abuse
We may refuse further orders in the event of demonstrable abuse, including:
- deliberately incorrect statements about non-receipt;
- manipulation of photo or video evidence;
- repeatedly disputing correct deliveries without a valid basis;
- returning other or manipulated products;
- abuse of payment or return procedures.
In the event of a reasonable suspicion of fraud, we may share information with relevant carriers, payment service providers, fraud prevention services, or competent authorities, to the extent permitted by law.
This clause never limits customers’ right to report a genuine lost, damaged, or non-conforming delivery.
20. Contact
Questions about delivery, returns, or reimbursements can be sent to:
PP PERFUMES LTD
E-mail: info@pureparfum.eu
When possible, always include your order number so we can process your request faster.