Frequently Asked Questions
Q: My order was placed and I received neither a notification of shipment or a tracking number.
A: We have had a few reports of the shipment and tracking information email ending up in the shopper’s spam or junk folder for whatever reason. If that is not the case for you then please feel free to message us and we can resend it to you.
Q: My order was placed and I received a tracking number. It has been a few days and the package still shows no movement.
A: Our system automatically sends the tracking number once the shipping label is created. Our posted processing time is 2-5 business days since everything is made to order. Although we strive for 2-3 business days turnaround time we average about 3-4 business days turnaround time.
Q: It has been past 2-5 business days and my package still shows no movement using the tracking number on USPS.com
A: Out of over ten thousand packages sent less than .1% or 10 don’t get delivered because of theft, USPS mishandling, USPS miss-delivery, and/or some other scenario. The most common situation that we encounter is that USPS either fails to scan the departure scan and the package only receives the delivery scan or in rare occasions the package fails to get either the departure scan or the delivery scan and the package arrives just as intended with no scans at all. Rest assured we have you covered.
Q: I placed an international USPS shipping order and the tracking number indicates the package hasn’t shown any movement for some time.
A: USPS partners with regional carriers and those regional carriers may or may not utilize advanced tracking update systems. In some cases tracking updates will end once USPS delivers to the regional carrier and in others it will show the tracking all the way to the destination . USPS tracking updates vary on the region and the carrier they partner with. USPS international packages sent outside Canada average 2-5 weeks depending upon the area.
Q: Why are your international shipping costs so high and can anything be done to lower them?
A: Shipping is one of our most costly expenses, we actually subsidize most all internationally shipped orders. Our actual cost for USPS international orders outside of Canada is on average over $20 USD and our DHL international orders are on average over $40.00 USD. Both USPS and DHL International actually raised their rates within the last two years.
Q: When I go to select a size it doesn’t show the price, is there anything that can be done?
A: Our website platform uses a feature called product variation to allow for multiples sizes for each individual item. Since product variation is active the final price will only show after the size is selected for that particular item and the item is viewed in the shopping cart. Others who use functions like product variation are Amazon as well as many other websites similar to ours. We hope that in the future there will be an update that will display the additional details in the drop down menu next to the item size.
Reward Spray Related
Q: I am trying to use my Reward Sprays and during checkout it won’t apply the Sprays to my order, what can be done?
A: Please try removing any coupon codes from your order and then try to redeem your Reward Sprays. We have had hundreds of shoppers successfully redeem their Reward Sprays without any problem, unfortunately we have had a few reports of Rewards Sprays not applying properly at check out. In cases where you have confirmed you are in the correct account and logged in and have removed all other coupons from your order, we kindly ask that you place your order and mention in the notes / comments area how many Reward Sprays you want to apply to your order and we can manually adjust your Sprays and issue you a partial refund. We are planning to update our site in the near future and we hope this will correct any possible glitches or anomalies that may be occurring.
Q: Why aren’t all items listed in all sizes?
A: We typically list items that are high sellers or that we have a large inventory of in larger 10, 20, & 30 ml sizes, and items we have limited availability in or that are not widely requested in the standard 3 0r 5 ml sizes.
Q: I want a larger size bottle for my fragrance and the fragrance is not listed in that size, what can be done?
A: We have a few options: 1. You can order multiples of 5 ml and ask for the items to be placed inside a bottle that would hold that amount up to our largest size which is 30 ml; mention in the notes / comments what size bottle you want. 2. You can email us and ask for us to list that item in the size you desire, we ask 24-48 hours when requesting items using this option.
Q: What is the difference between the 5 ml Premium bottles and the standard 5 ml bottles?
A: The Premium 5 ml bottle is intended for individuals who primarily want to store their fragrances for extended periods of time up and beyond just routine immediate sample testing, a nominal 3-6 months, and/or the purchase of a high-end fragrance (that they perhaps want the extra sense of security knowing that they have higher quality bottle components for their more costly fragrance decant). The 5 ml Premium bottles use more costly components and cost us more than the standard 5 ml bottles.
Q: What is the difference between the 10 ml Premium bottles and the standard 10 ml bottles?
A: The Premium 10 ml bottles are for individuals you prefer a style of bottle other than the metal top one that we have for standard orders. The cost and quality of both the two types of 10 ml bottle we offer should be very comparable in both quality and durability.
Q: I want my fragrance in a larger bottle size but it is not listed in that size, what can be done?
A: We primarily have larger bottles sizes listed for fragrances that we either have a large quantity on hand for or that we have a high demand for. If you ever want a larger bottle size than the sizes listed up to our 30 ml size you can do one of the following: message us at info@DecantBoutique.com or contact us via the Contact Us page stating what fragrance you would like listed and in what size you would like that fragrance listed in; kindly allow us 24-48 hours to custom list that item for you. Alternatively, if you are in a rush just order the quantity multiples of the fragrance or fragrances that you want and then specify in the notes what bottle you want the fragrances to come in.
Q: My bottle arrived leaking or worked brifely and then stopped working, what can be done?
A: While we strive for perfection and have a quality inspection process on very rare occasions our various bottle suppliers have occasionally been known to have very small imperfections either on the glass portion of the bottle or the atomizer portion of the completed assembly that are not visible to the naked eye. Despite the bottle supplier having a quality inspection process and our quality inspection process these very minute imperfections* can show themselves after shipping has occurred in the case of a leak inside the shipping bag or in atomizer malfunctions in the case of sprayers not working and/or failing to properly work after brief usage. Our defect rate has been very low about .5% or less which is five or less out of every thousand assembled bottles. Please kindly refer to the Help section of our site to go about requesting a replacement, refund, or credit towards a future purchase; we will always stand behind our products with a satisfaction guarantee.
Q: My bottle arrived not full to the top and/or not filled with correct quantity of fragrance ordered or with the wrong fragrance inside, what can be done?
A: Since fill variations, fill errors, or pick errors can occur, please do let us know if you believe your bottle is not filled to the appropriate amount because of a fill error, leak, and/or some combination of the aforementioned scenarios or you believe you received the wrong fragrance and we will immediately make arrangements to resolve the matter.
* Over the years we have received sealed new fragrances directly from authorized distributors and resellers from brands such as Ralph Lauren, Calvin Klein, Chanel, CREED, and many others that had defective atomizers on initial first usage or after brief usage so we know from experience that these imperfections and/or failures are not solely isolated to our assembled bottles and our bottle and atomizer suppliers, but rather the entire fragrance industry manufacturing process contends with minor defects, imperfections, and random component failures on a regular basis.