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FAQs

If you still have questions feel free to contact our support team.

FAQ Quick Links

How to Create an Account
How to Place an Order
How to Pay
How to Ship
How to Return

Do I need to create an account to purchase?

Customers will only be able to check out if they have a customer accountWhen you create an account Elaine's Fragrances stores password-protected information about your identity, order history, and current order status. Account details, such as shipping and billing information will be pre-filled from the stored information during checkout.

How do I create a new account?

Click on the link that says Your Account. Enter the required information and watch your email for an account verification and activation email. Passwords must be a minimum of 6 characters long. Only characters from A-Z, and 0-9 are allowed. To change your login password click "Forgot your password?" at login. You will receive an email with a link to reset your password. Upon registration, you are not requested to provide us with your business address and phone number. Please add this information to your account as soon as verification and activation are complete. It should be present at the time you place your initial order. 
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How do I add new account information?

Click on the link that says "Your Account" and sign in. Enter your login credentials and you'll see a summary of account related information. The account summary contains your customer shipping addresses, your company's billing address and order history, if any. 
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Please ensure that you set your billing address to the default address and enter your contact information in the spaces provided. At checkout, default address information automatically populates billing and shipping sections saving time placing new orders. 
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How do I update my account Information?

To update your account information click on the menu link that says Your Account and sign in. A summary of account related information is available for viewing.
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How do I place an order?

1. Click any button labeled "Add to Cart" to place products in your shopping basket. Click the button labeled "Cart" to view cart contents. It is located at the top of any website page. Click the button that says "Checkout" when you are ready to submit your order. Shipping, taxes, and discounts will be calculated at checkout.

2. Select a shipping address, from the drop-down list, or create a new one. If you create a new one it will be saved in your account after checkout.

3. Enter the company (Optional) name you want placed on the internal packing slip and external shipping label in the space provided within the shipping information section. 

4. Select a billing address, from the drop-down list, or create a new one. If you create a new one it will be saved in your account after checkout.

5. Select a credit card from the drop-down list or create a new one. If you create a new one it will be saved in your account after checkout. The credit card billing address country must match the country where the order is submitted.

6. Complete your order. An order confirmation is sent in real-time. 
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When will my order process?

Orders process and ship Monday's - Friday's. Orders placed on Friday, after 12:00PM EST (Eastern Standard Time), may process next business day. Orders process and ship next business day following U.S. national holidays. 
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What payment methods do you accept?

Visa, MasterCard, Discover, JCB, Diner's Club and American Express credit cards accepted. We also accept Amazon Payments, PayPal and Apple Pay. The credit card billing address country must match that of the country where the order is submitted. 
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What delivery methods do your provide?

UPS Ground, USPS Priority Mail and DHL International Shipping. Discounted rates calculated at checkout. Includes online tracking and insurance. U.S. delivery in 2-5 business days depending upon destination and total order weight.

Shipping costs can be determined prior to checkout using the shipping rates calculator located at the bottom of the cart page. These rates are approximations because only country, province/state, and postal/zip code are requested. Exact shipping costs are displayed prior to order placement. Damage claims to be filed by customer. 
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Do you ship internationally?

Not at this time. 
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Do you ship to APO/FPO?

Yes to APO/FPO addresses. Customs duties and taxes may be collected at the time of delivery. 
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What is your return policy?

Request a Return Merchandise Authorization (RMA). Unopened merchandise may be returned in its original condition, including original packaging and packing slip within 30 days of receipt. A purchase price refund will be issued less any shipping charges. Shipping costs incurred to return products will not be refunded. 
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What is the quality of your products?

The Universal Product Code (UPC) appears at the bottom of the website product description and on the bottom of the product factory packaging. It embeds a large quantity of information about the product, including but not limited to its price, time and place of production, production line, ingredients used, distributor and intended customer. To verify authenticity take the UPC code and enter it into a lookup service such as http://www.upcitemdb.com. Please contact us immediately if there is a discrepancy!
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What are Testers?

Testers are even more discounted than the fancy boxed versions and are great if you don't have a need for the fancy box. Testers are 100% authentic, fresh and completely full just like the original fragrance, however they are meant for the counter in a department store. Testers often come in a plain white box but sometimes they do not have a cap or a box. The savings on the packaging means you save even more! 
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Are the products backed up by a manufacturer's warranty?

Yes. All the products sold and shipped come with the manufacturers’ full U.S. warranty.
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Is shopping secure?

You can always shop with confidence. We have partnered with Shopify Payments and Authorize.net, leading online credit card payment processing gateways, to accept credit card payments safely and securely for our customers. Our payment gateways manage the complex routing of sensitive customer information through the electronic check and credit card processing networks. The company adheres to strict industry standards for payment processing, including:
128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
Industry leading encryption hardware and software methods and security protocols to protect customer information.
Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
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Is my personal information secure?

Absolutely. We place the highest importance on your privacy. You can be confident that personal and business information you entrust to us—such as your email address—is treated with the utmost care and confidentiality. This means we will not sell, publish or share data that identifies you without your explicit permission—it's our commitment to you.
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Is my order protectively packaged?

Your order will arrive in a double corrugated outer shipping container with a delivery label affixed. The label's will also contain a return address to our warehouse.

Inside each product is protectively packaged in layers of bubble wrap within manufacturer factory-sealed packaging.

Your name is printed, in bold letters, on the packing slip. It will be the first thing you notice. Beneath is an address to be used for authorized returns. Your address is printed in bold type. The packing slip details the order content. Each line item displays the number of items ordered, number of items shipped, item number (SKU from the website) and the item description. 

The bottom of the packing slip contains an order processed time and date stamp.
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What is the quality of your products?

The Universal Product Code (UPC) appears at the bottom of the website product description and on the bottom of the product factory packaging. It embeds a large quantity of information about the product, including but not limited to its price, time and place of production, production line, ingredients used, distributor and intended customer. To verify authenticity take the UPC code and enter it into a lookup service such as http://www.upcitemdb.com. Please contact us immediately if there is a discrepancy!
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Are the products backed up by a manufacturer's warranty?

Yes. All the products sold and shipped come with the manufacturers’ full U.S. warranty.
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Do you back order?

We do not back-order.
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Do you drop ship?

No.
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How do I cancel or change my order?

Order changes and/or cancellation requests can not be processed once your order has been submitted. 
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How are out of stock conditions handled?

Our website inventory is updated twice daily. The actual quantity in stock may vary slightly between the times of these updates. If you order an item please be aware there is a very small chance we may not be able to fill that order. 

We do not take back-orders. If an item is out of stock, you will need to re-order the item when it comes back in. If you order an item from your website that is out of stock, we will contact you immediately and issue a full refund.

Please note that we work hard to maintain a 95% in-stock rating (one of the highest in the industry). We'd love to be 100% in stock at all times, but things beyond our control prevent this, such as manufacturer delays, on-board damage during shipping to the warehouse, weather conditions which delay shipping, etc. We realize it is an inconvenience when an item is out of stock, and we are striving to keep our warehouses as stocked as humanly possible. To minimize the likelihood of out of stock conditions we recommend that our drop shippers update their inventory often.
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What is the difference between a splash and a spray?

There is absolutely no difference in the fragrance. The difference is in the method of application only. However, a spray bottle, being sealed all the time, may actually have a longer shelf life. Making the decision between spray and splash is entirely a matter of personal preference.

What is the difference between Pure Perfume, Eau de Parfum, Eau de Toilette, and Eau de Cologne?

The differences are simply a matter of the amount or concentration of oils in the fragrance. The highest concentration is in pure perfume (or parfum). Next would be Eau de Parfum, then Eau de Toilette, and finally Eau de Cologne. Some manufacturers make a solid perfume, solid perfume is as strong as a pure perfume however it is in a gel-like consistency. Eau De Toilette and Eau De Cologne are generally interchangeable, especially in Men's fragrances. The higher the concentration the longer your fragrance will last, and the less you need to apply. 
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