Frequently Asked Questions
HOW DO I KNOW IF A PAYMENT ON YOUR WEBSITE IS SECURE?
All payments made on this website are secured by Stripe, a validated service provider, and your banking information does not pass through our servers but is directly communicated to this specialized third-party online payment system. Stripe is on the global registry of Visa-compliant providers list of registered service platforms.
DID MY ORDER GO THROUGH?
When your order is validated, you will receive a confirmation email with your order number.
I DIDN'T RECEIVE A CONFIRMATION EMAIL, WHAT SHOULD I DO?
First, check whether the funds have been debited from your account. It is possible that the transaction was not successful, and your order was not validated. If your account has been debited, please check your spam folder as our email may have ended up there. If you still haven’t received an email, it might be because the email address you provided contained an error. In this case, contact us as at email@example.com so we can check and resend your confirmation email.
WHEN WILL MY ORDER BE SHIPPED?
Your package will be processed & shipped within 1 to 3 business days depending on the destination country. If you place your order on a weekend or public holiday, your products will be processed for shipping within the next two business days.
HOW CAN I TRACK MY ORDER?
Once your package has been shipped, you will receive a shipping confirmation email from us with your tracking number.
CAN I BUY A PRODUCT THAT IS OUT OF STOCK?
When one of our products is out of stock, it cannot be pre-ordered. However, you can subscribe to a Back in Stock Alert and you will be informed by email as soon as the product you wish to buy is available.
CAN I CHANGE MY ADDRESS OR MY DELIVERY OPTION AFTER PLACING MY ORDER?
Once an order is made, it is not possible to change the address.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We can only cancel your order within 12 hours only if it has not yet been processed. Please email firstname.lastname@example.org as soon as possible regarding your order and we’ll see what we can do.
CAN I CHANGE OR AMMEND THE ITEMS IN MY ORDER AFTER IT HAS BEEN PLACED?
Currently, this service is not available. To make any changes to your order, the order has to be cancelled or another order has to be made.
HOW CAN I RETURN MY ORDER AFTER RECEIVING IT?
We only accept returns once the items have been returned to us in its original packaging, unopened & unused. Due to hygienic reasons and as Fragrances fall under the Beauty & Cosmetics section, we take proper protocol to ensure returns as per the terms above. If your product is still unopened, kindly contact us at email@example.com, and one of our team will coordinate with you.
MY PACKAGE IS BEING RETURNED TO SENDER, WHAT HAPPENS NEXT?
If the address you provided was incomplete or if the package has been damaged in transit, your order might be automatically returned to us. If this happens, contact us
at firstname.lastname@example.org, providing your correct address if necessary, so we can send you a new package as soon as possible.
I HAVE RECEIVED A WRONG ITEM
If you receive the wrong item or your order is missing an item, please please contact email@example.com within 48 hours of receiving your order. Please note, the item must be returned in the same condition it was received in within 30 days of receipt for a refund.
I HAVE RECEIVED A DAMAGED OR DEFECTIVE ITEM
If you receive a damaged item, please contact firstname.lastname@example.org within 7 days of receiving your order. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.
WHERE DOES SOSPIRO SHIP TO?
We ship worldwide except for the following countries in the link: https://www.fedex.com/en-us/service-guide/dangerous-goods/international-locations.html
Fragrances are classified as Dangerous goods or DG.
I HAVE ANOTHER PROBLEM WITH MY ORDER
If you encounter a problem with your order, contact us at email@example.com stating your order number. Our customer service team will be happy to help.