Delivery and returns
Latest 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
Email: 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 you complete the order.
2. Processing and delivery
Orders are processed after payment has been successfully confirmed or authorized.
The expected processing time and estimated delivery timeframe are stated during checkout or with the chosen 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.
When an order is delayed or when we need additional information, we will, where possible, contact you 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 the contracting party of the customer.
4. Correct address and contact details
The customer is responsible for correctly and fully entering:
- name;
- delivery address;
- postcode;
- house number and any addition;
- telephone number;
- email address.
Please check these details carefully before completing the order.
If an order cannot be delivered due to incorrect or incomplete information, reasonable costs for a new shipment may be charged. These costs will be communicated to the customer in advance.
If there is an error in the address, please 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 it can be changed.
5. Absence and pickup points
When nobody is present at the delivery address, the carrier may:
- make another delivery attempt;
- deliver the package to a neighbor, when permitted;
- take the package to a pickup point or parcel locker;
- leave the package according to the chosen delivery instructions.
The exact procedure and retention period vary by carrier and country. The customer must check the tracking-and-tracing information and messages from the carrier in a timely manner.
If a package is not collected within the timeframe 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 re-shipping costs may be charged to the customer when delivery or pickup 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 passes 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 selects a carrier that was not offered by PP PERFUMES LTD, the risk may pass once the goods have been handed over to that carrier.
When a package shipped via the shipping method we offer 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
Where available, the customer will receive 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;
can be used when investigating a disputed delivery.
Such information does not automatically constitute irrebuttable evidence. The customer may provide additional information or counter-evidence.
8. Package not received
If a package is marked as delivered but you have not received it, please contact us as soon as possible via:
Include:
- your full name;
- your order number;
- the delivery address;
- the track-and-trace code;
- a brief description of the situation.
Before you report it, check:
- the delivery address in the order confirmation;
- the mailbox and safe drop-off locations;
- household members 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 provide a free replacement or an appropriate refund.
A notification 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
Please check the package and products as soon as possible after receiving them.
If a product is damaged, leaking, missing, or incorrectly delivered, contact us via info@pureparfum.eu and include:
- 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 reviewed the report.
If the product is defective, damaged, incorrectly delivered, or not in conformity with the product description, we will 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 this case.
10. Defective sprayer
A defective sprayer must be reported as soon as possible via info@pureparfum.eu.
Please include clear photos and, if possible, a video showing the defect.
Depending on the situation, we may:
- send a replacement product;
- offer a replacement component when appropriate;
- carry out a partial or full refund;
- agree on another solution.
An internal preference for quick reporting does not limit your statutory conformity rights. Consumers in the EU generally have the right to at least two years of statutory protection from receipt for defective or non-conforming goods, with national rules potentially offering 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 that is delivered in multiple parts, the period generally starts on the day the last product is received.
To exercise the right of withdrawal, the consumer must send a clear statement to us before the end of the period:
State:
- 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
Please report every return shipment 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
Please 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 normal withdrawal, where the consumer changes their mind, the direct return shipping costs are borne by the consumer.
We inform the customer about this cost breakdown before the purchase and during the return process. If a seller does not inform the consumer in advance that return shipping costs are for the consumer’s account, 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 refund when the customer agrees.
For defects, damaged, incorrectly delivered, or non-conforming products, 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 similar to what would reasonably be possible in a physical store.
The customer may be liable for loss in value when the product has been used or handled more than necessary to determine its nature, characteristics, and functioning.
Please return the product, preferably:
- in the original packaging;
- with all components and accessories;
- securely and carefully packaged;
- without unnecessary signs of use or damage.
The absence of the original shipping packaging does not automatically lead to the loss of the right of withdrawal.
15. Opened and sealed products
All of our perfumes are delivered in a box sealed with cellophane. For hygiene reasons and to protect health, perfumes whose cellophane has been removed or damaged cannot be returned under the right of withdrawal. If you wish to use your right of withdrawal, please keep the seal intact.
This does not apply to products that are defective, damaged, incorrectly delivered, or non-conforming. Your statutory rights fully apply to those cases (see Articles 9 and 10).
16. Time limit for return
After a valid withdrawal notification, the consumer must send the products back within 14 days at the latest, unless we confirm a different timeframe.
The customer is advised to keep the proof of shipping 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 provided the return label or arranged the carrier.
17. Refund
After a valid withdrawal, we will refund the payments received, including the costs of the cheapest standard delivery that was available for the original order.
Additional costs resulting from choosing a more expensive express or premium shipping method are not necessarily refunded.
The refund will be made using the original payment method, unless expressly agreed otherwise.
We will carry out the refund 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 of these occurs first.
For online withdrawals, in the EU there is generally a refund period of 14 days after the withdrawal notification, with the right for the seller to wait for receipt of the goods or proof of shipment.
Your bank or payment service provider may require additional processing time after our refund before the amount is visible.
18. Partial returns and promotions
When only part of an order is returned, the refund is calculated based on the products being returned and the discount that was actually applied to those products.
If, due to the return, the original order no longer meets the conditions of a discount, bundle deal, free shipping, or a free gift, the refund may be recalculated to the extent that this was clearly communicated in advance and is legally permitted.
A free gift that was linked to a purchase condition must be returned if the condition is no longer met due to the return. If the gift is not returned, its reasonable value that was disclosed in advance may be deducted from the refund.
19. Fraud and abuse
We may refuse further orders in cases of demonstrable abuse, including:
- intentionally incorrect statements about non-receipt;
- tampering with photo or video evidence;
- repeatedly disputing correct deliveries without basis;
- returning other or manipulated products;
- misuse of payment or return procedures.
In case of reasonable suspicion of fraud, we may share information with relevant carriers, payment service providers, fraud prevention services, or competent authorities, insofar as this is legally permitted.
This provision never limits customers’ right to report a genuine lost, damaged, or non-conforming delivery.
20. Contact
Questions about delivery, returns, or refunds can be sent to:
PP PERFUMES LTD
Email: info@pureparfum.eu
Please always include your order number if possible, so we can process your request more quickly.