Refund policy

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 3-7 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 Items

At Palermo Perfumes, we understand the importance of receiving high-quality products that meet your expectations. Therefore, we offer a repair or replacement service for any faulty items you receive from us. However, please note that any claims relating to faulty items must be made within 7 days of the goods' delivery.

In the unfortunate event of a lost order, we kindly request that you wait for 7 days after the expected delivery date before making a claim. If your order is still missing after this period, please contact us, and we will take the necessary steps to resolve the issue promptly.

Please keep in mind that a dislike of a fragrance does not qualify as a faulty item and therefore, cannot be considered for repair or replacement. Thank you for your understanding in this matter.

Change of Mind  

At Palermo Perfumes, we do not offer exchanges or refunds due to a change of mind. This policy includes situations such as selecting the incorrect item during the purchasing process, no longer needing the product, or if the same item was received as a gift from someone else.

While we are delighted to provide advice on perfume selection, we cannot be held accountable if you are not satisfied with your purchase as a result of this advice. We strongly recommend that customers sample fragrances before purchasing from us to ensure complete satisfaction.

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.