Return & Refund Policy

Thanks for shopping at Palermo Perfumes. We fundamentally believe you will be delighted with the products you purchase from us. That's because we strive to ensure that they’re sourced or made in line with our customer needs. We understand, however, that sometimes a product may not be what you expect it to be, or you may have received a faulty item. Please note that all our fragrances are inspired by products. Although our team tries very hard to achieve the smells of a designer fragrance, it is impossible to replicate an exact copy of a designer produced perfume.

Faulty Items

In the event of receiving a faulty bottle, Palermo Perfumes will gladly repair or replace the item/s. All claims on faulty items must be lodged within 7 days of delivery of goods. In the case of a lost order, please allow 7 days for it to arrive, and then lodge your claim within 7 days thereafter. Please note that a dislike for the smell of a fragrance does not classify as a faulty item.

Change of Mind 

Palermo Perfumes do not exchange or refund due to change of mind.

Due to our hygiene and quality control purposes, we do not accept returns on “Change of Mind” claims.

Shipping

Palermo Perfumes offers deliveries to most areas of Australia. Delivery can be overnight, and no more than 7 working days to most parts in Australia from date of dispatch. Please note that not all payment methods are instant. For PayPal, it can take 1 to 3 days for funds to appear in our account, which delays the processing of your order.

Upon delivery, please check completeness and quality of products to ensure you are satisfied with your purchase. A delivery is interpreted as an attempted delivery by us. We do not accept liability for delay in the event there is no-one to receive the delivery at the delivery address. We advise all customers to carefully choose an address where someone will be available during normal business hours to receive the goods. If no-one is there, or if the delivery address details provided by you are incorrect and thus affect delivery, you will be responsible for the cost if the parcel is returned to us and if you wish to have the shipment returned to the correct address.

Claims Process

Claims must be lodged within 7 days of delivery/expected delivery.

Please use our online claims form located on our website, and ensure you submit all relevant information, e.g.

  • Reason for claim
  • Your contact details
  • Order number/date
  • Delivery date
  • Product item(s) and description, including quantity of item(s) and batch number of defective items
  • Photos showing any defective items AND the package, as it looked when it arrived

Await response from our customer service team. Our team will assess the claim and advise you via phone or email about the provisional outcome. 

If we request the return of products, customer service will issue you with a pre-paid postage label. If you return your goods without the pre-paid postage label, Palermo Perfumes will not be liable for any return delivery charges. Please return these within 7 days. Where possible, all products should be packed in the original, unmarked packaging, including any instructions or documentation that shipped with the product.

You will not be charged any additional shipping or handling fees. No claims will be accepted if the product has been damaged or abused through misuse.

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