Damaged or Defective Items
At LastingPerfume.com, we carefully package every fragrance order to ensure it arrives safely. However, if your perfume order arrives damaged, leaking, broken, or defective, our customer care team will help resolve the issue as quickly as possible.
Please follow the steps below to report the problem and receive assistance.
What to Do if Your Perfume Arrives Damaged
If your order arrives damaged or defective, please contact our customer support team within 7 days of delivery.
To help us investigate the issue quickly, please keep all packaging materials and the product until your claim has been reviewed.
You will need to provide the following information:
- Photos of the shipping box (all sides)
- Photo of the shipping label
- Photos of packaging materials
- Clear photos of the damaged product
- A short video showing the damage and packaging
This documentation allows our team to verify the issue and process your replacement or refund request faster.
Required Documentation for Damage Claims
To approve damaged item claims, we may require visual proof. This helps us:
- Verify shipping damage
- Identify possible carrier issues
- Improve packaging quality
- Prevent fraudulent claims
Providing clear photos and video evidence ensures faster resolution of your claim.
If the Item Was Discarded
If the product was thrown away because it was leaking or shattered, please contact our support team immediately.
In such cases, we may require:
- A clear video showing the damaged item before disposal
- Additional information regarding the order
Without proof of damage or the physical item, we may not be able to process a refund or replacement.
If Packaging Is Not Available
Packaging materials are important for verifying shipping damage. If the original packaging or shipping box has been discarded, we may request the damaged item to be returned for inspection.
For best results, we recommend keeping all packaging materials until your order has been fully inspected.
I Received the Wrong Item
If you received the wrong fragrance product, please contact our support team as soon as possible.
Provide:
- Photo of the product received
- Photo of the shipping label
- Your order number
Once verified, we will arrange the correct product replacement or refund.
Refund Processing Time
After a claim has been approved, refunds are processed using the original payment method.
Typical refund timelines:
- Credit Card refunds: 3–7 business days
- PayPal refunds: 3–7 business days
Processing times may vary depending on your bank or payment provider.
Need Help Checking Your Order Status?
If you have not received your order or want to check its status, please visit:
You can also review our policies here:
Need Assistance?
Our support team is ready to help.
Visit our Contact Us page to submit your request or send us a message regarding your order issue.
Frequently Asked Questions
What should I do if my perfume arrives damaged?
Contact our support team within 7 days and provide photos or video of the damaged item and packaging.
Can I get a replacement for a defective fragrance?
Yes. Once the issue is verified, we will arrange a replacement or refund depending on availability.
Do I need photos to claim a damaged order?
Photos or video proof helps us verify damage and process claims faster.
How long does it take to receive a refund?
Refunds typically appear within 3–7 business days after approval.
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