Thank you for choosing Palermo Perfumes as your fragrance destination. We are dedicated to sourcing and creating products that meet the needs and desires of our customers. While we believe that you will be completely satisfied with your purchase, we understand that sometimes an item may not meet your expectations or may be found to be faulty. It is important to note that all our fragrances are inspired by products, and while our team strives to achieve the scent of designer fragrances, we cannot guarantee an exact reproduction of these products. Nonetheless, we remain committed to providing you with exceptional customer service and helping you find the perfect fragrance for you.

Shipping

At Palermo Perfumes, we strive to provide a seamless shopping experience. We offer Parcel Post Shipping (Road) at a rate calculated by Australia Post. The exact cost is determined at checkout, and we do not add any extra charges—this is the direct shipping rate from Australia Post.

Since this is road transport, please allow 3-11 business days for delivery after dispatch.

Please note: Palermo Perfumes no longer offers Express Shipping due to dangerous goods regulations. Additionally, our Tasmania market is affected by this change, but we are working on implementing new courier services soon to improve shipping options for our Tasmanian customers.

Our delivery services cover most areas in Australia, with most deliveries taking no longer than 7 working days from the date of dispatch. However, if the product you ordered is low in stock, we may source it from our physical stores, which may result in a delay. It is also important to note that some payment methods, such as PayPal, may take up to 10 days for funds to appear in our account, which could impact the processing of your order.

Upon delivery, we advise all customers to carefully inspect the completeness and quality of the products to ensure satisfaction with their purchase. Please note that we will not be liable for any delay if no one is present to receive the delivery at the specified address. We encourage you to choose a delivery address where someone will be available during normal business hours. If the delivery address provided is incorrect and affects the delivery, you will be responsible for any additional costs incurred in returning and reshipping the product to the correct address.

We understand that sometimes unexpected circumstances can arise, and your order may be returned to us or fail to be collected. In such cases, if you request a refund, please note that shipping costs will not be refunded. This is because shipping fees are paid to the carrier for the service they provide and are not recoverable by us once the package has been shipped.

Therefore, we kindly ask that you double-check your shipping address before placing your order to avoid any delays or issues with delivery. Additionally, please ensure that someone is available to receive your package or make arrangements with the carrier for redelivery or collection.

Defective or Faulty Items 

If a product is faulty, defective, damaged, or not of acceptable quality, you are entitled to a remedy within a reasonable time, depending on the nature of the product and the issue. This applies regardless of any stated return period.

Where a product has a minor fault, we may offer a repair or replacement.

Where a product has a major fault, you are entitled to choose a replacement or refund, in accordance with Australian Consumer Law.

A dislike of a fragrance, variation in scent perception, or personal preference does not constitute a fault.

Lost Orders

If your order appears to be lost in transit, please allow sufficient time for delivery in line with the carrier’s estimated delivery timeframe.

If your order has not arrived after this period, please contact us and we will investigate the matter with the carrier and take appropriate steps to resolve the issue.

Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases. This includes, but is not limited to:

• Selecting the incorrect item
• No longer wanting the product
• Receiving the same item as a gift
• Dissatisfaction based on personal preference

While we may provide general fragrance guidance, we cannot guarantee individual satisfaction. We strongly recommend sampling fragrances before purchase to ensure suitability.

Applying for a Return

To apply for a return, please email us at info@palermoperfumes.com.au and include a daytime contact phone number with this email. We will then evaluate your return and give you a return authorization approval and an address to send the product back to us.

Palermo Perfumes upholds high standards for the quality and integrity of our products, and we reserve the right to decline any return request if the product has been used or damaged due to misuse. Please note that in the event of a refund, shipping costs will not be covered by Palermo Perfumes and will be the responsibility of the customer. Additionally, for online order refunds, only the returned products will be refunded, and the postage fee will not be included. We appreciate your understanding and cooperation in adhering to our return policy.

All items must be returned to Palermo Perfumes within 14 days once a return approval has been granted.

Order Cancellation

If you pay for goods on this website using AfterPay and then change your mind and want to cancel or a refund, we will charge you the full amount of the non-refundable fee AfterPay charges us (6% fee) of the total transaction amount. Therefore if we choose to provide a refund, we will only refund the remainder, not including the amount of the AfterPay fee.