1. I didn’t receive my order confirmation email
If you did not receive your order confirmation email, please check your spam or junk folder first.
If you still cannot find it, please contact us at info@muskfragrances.com and we will be happy to assist you.
2. Can I cancel my order?
If your order has not entered fulfillment yet, we may be able to cancel it.
To request a cancellation, please contact us as soon as possible at info@muskfragrances.com and include your full name and order number.
Please note:
- Sending a cancellation request does not guarantee that the order can be canceled.
- Once an order has entered processing, picking, packing, filling, labeling, or fulfillment, it may no longer be eligible for cancellation.
- Once an order has shipped, it cannot be canceled.
If an item is eligible for return after shipment, it will be handled under our Returns & Refund Policy.
3. What shipping options do you offer?
We currently offer the shipping options at checkout, when available. Please note that shipping times are carrier estimates only and are not guaranteed.
4. What is the difference between processing time and shipping time?
Processing time is the time it takes us to prepare your order for shipment. This may include reviewing, packing, labeling, and handing the order to the carrier.
Shipping time begins once the package has been accepted by the shipping carrier.
Most orders are processed within 2 to 3 business days, excluding weekends and holidays. During peak periods, launches, promotions, or high-volume periods, processing may take 4 to 5 business days or longer.
Once your order ships, you will receive a confirmation email with tracking information.
5. What happens if my package is returned to sender?
Packages are usually returned to sender because the shipping address entered at checkout was incomplete, incorrect, or undeliverable, or because delivery attempts were unsuccessful.
If a package is returned to us, we will contact you using the information provided with your order.
Please note:
- Customers are responsible for entering a complete and accurate shipping address.
- Reshipping costs are the customer’s responsibility.
- If a refund is approved for a returned package, it may be reduced by original shipping charges, return shipping charges, handling costs, and other applicable costs to the extent permitted by law.
6. What if I have not received my order?
Tracking information will provide the latest updates available from the carrier.
If your package appears delayed or you have concerns about delivery, please contact us at info@muskfragrances.com with your order number.
Please keep in mind:
- Carrier delays can happen and are outside of our control.
- Every situation is reviewed individually.
- A package marked "Delivered” by the carrier is generally considered delivered unless there is clear evidence otherwise.
- We do not automatically issue refunds or replacements for packages marked delivered.
We may assist with a carrier investigation when appropriate.
7. What happens if my order includes shipping insurance?
If you purchased the optional shipping insurance offered at checkout, we will review the shipment and determine whether it qualifies for a claim under the applicable terms.
Depending on the situation:
- a waiting period may be required before a claim can be submitted;
- additional documentation may be requested;
- claim approval will depend on the insurance provider’s review and requirements.
Once a claim is filed, updates are generally sent by email.
8. What if my order does not include shipping insurance?
If your order does not include optional shipping insurance, our ability to assist may be more limited.
We may still review the shipment and provide relevant order information, but we do not guarantee a refund, replacement, or claim outcome for uninsured shipments.
Depending on the situation, the recipient may also need to contact the shipping carrier or local postal office directly.
9. What payment methods do you accept?
We currently accept major payment methods, including:
- Visa
- MasterCard
- American Express
- Discover
- Google Pay
- Afterpay
- Affirm
- ATH Móvil
Available payment methods may vary depending on your location, device, or checkout eligibility.
10. How can I check my order status?
Once your order has shipped, you will receive a shipping confirmation email with a tracking number.
Please allow up to 48 hours for tracking information to begin updating after the carrier receives the package.
If your order has not arrived within a reasonable time after shipment, please contact us at info@muskfragrances.com and include:
- your full name
- your order number
We will review the shipment status and assist you as appropriate.
11. Are you selling full retail bottles or samples/decants?
Many products sold on our website are authentic fragrance samples or decants rebottled by Musk Fragrances from lawfully acquired original bottles.
Unless a product listing clearly states that the item is a "retail bottle", you are purchasing only the sample or "decant size selected" on the product page.
Product images may show the original retail bottle for fragrance identification and reference purposes only.
12. Why does the bottle I received look different from the product image?
If you purchased a sample or decant, your order may arrive in a non-original container selected by Musk Fragrances.
Many product images show the original retail bottle or representative brand imagery to help identify the fragrance.
Minor differences in bottle style, cap style, atomizer type, label placement, packaging, or fill appearance do not mean the item is defective.
13. What if I received the wrong item, a damaged item, or something is missing?
If you believe your order was received damaged, incomplete, or incorrect, please contact us within "5 calendar days of delivery" at info@muskfragrances.com
To help us review your claim, please include:
- your order number,
- a description of the issue,
- clear photos of the outer shipping box,
- clear photos of the shipping label,
- clear photos of the packing materials,
- clear photos of all items received.
We will review the information and determine the appropriate resolution, which may include a replacement, store credit, refund, or denial of the claim if the evidence does not support the request.
14. Can I return a fragrance if I do not like the scent?
Because fragrance is a personal-use and highly subjective product, we do not accept returns or refunds based on:
- personal scent preference,
- dislike of fragrance notes,
- performance expectations,
- longevity expectations,
- projection expectations.
In addition, fragrance samples, decants, testers, discovery sets, gift sets containing decants, opened fragrance products, and final sale items are generally not eligible for return or refund, except where required by law or in cases of merchant error.
Please review our Returns & Refund Policy for full details.
Last updated: 04/2026
