Frequently Asked Questions

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders & Payments

Is my payment on the Sospiro website secure?

Yes. All payments are securely processed through Stripe, a globally validated and Visa-compliant payment service provider. Your banking details are never stored on or transmitted through our servers and are communicated directly to Stripe’s secure payment system.

How do I know if my order was successful?

Once your order has been successfully validated, you will receive a confirmation email containing your order number.

I didn’t receive a confirmation email. What should I do?

Please begin by checking whether the payment has been debited from your account. If no debit appears, the transaction may not have been successful.

If your account has been charged, kindly check your spam or junk folder. If the email is still not found, the email address entered during checkout may have contained an error. In this case, please contact us at orders@sospirointernational.com
, and our team will verify and resend your confirmation.

Can I cancel my order after placing it?

Orders may only be cancelled within 12 hours of placement and only if the order has not yet been processed. Please contact orders@sospirointernational.com
as soon as possible, and our team will advise if cancellation is still possible.

Can I change my shipping address or delivery option after placing an order?

Unfortunately, once an order has been placed, shipping addresses and delivery options cannot be modified.

Can I amend or change items in my order after checkout?

This service is currently unavailable. To make changes, an order must be cancelled and a new order placed. Once an order has been fulfilled and DG-packed, it can no longer be cancelled.

Is there a discount code available?

First-time customers receive a 10% welcome discount upon subscribing to our newsletter. This code is valid for one-time use only and must be applied during checkout. Once an order has been placed, discounts cannot be applied retroactively.

If you did not receive your code, please contact orders@sospirointernational.com.

Shipping & Delivery

When will my order be shipped?

Orders are processed and shipped within 3–5 business days, depending on the destination country. Orders placed on weekends or public holidays will be processed within the next two business days.

How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

Where does Sospiro ship from?

All orders are shipped from the United Arab Emirates. Fragrances are classified as Dangerous Goods (DG) and shipped accordingly.

Where does Sospiro ship to?

We ship worldwide, with exceptions based on international Dangerous Goods regulations. Certain countries and cities are restricted.

Sospiro is unable to ship to locations listed under FedEx Dangerous Goods restrictions:
https://www.fedex.com/en-us/service-guide/dangerous-goods/international-locations.html

Additionally, we cannot ship Dangerous Goods to the following locations:

Wellington, New Zealand
Radom, Poland
Decimomannu CA, Italy
Grande Prairie, Canada
Mexico
Serbia

Are taxes or customs duties included?

No. Sospiro does not charge taxes or customs duties. Any applicable customs charges are determined by your local customs authority and must be paid by the recipient.

If customs charges are refused, the package will be returned to us and order charges will not be refunded.

Important Shipping Policy Notice

Some shipments may require an SSN or other personal identification for customs clearance. Failure to provide the required information may result in delays or return of the shipment. In such cases, the order amount will be non-refundable.

Returns, Issues & Support

Can I purchase items that are out of stock?

Out-of-stock items cannot be pre-ordered. However, you may subscribe to a Back in Stock Alert to be notified by email when the product becomes available.

How do I return my order?

Returns are accepted only if items are unopened, unused, and returned in their original packaging to our UAE warehouse.

Due to hygiene regulations and the nature of fragrances as beauty products, strict return protocols apply. If your item remains unopened, please contact orders@sospirointernational.com, and our team will assist you.
Please note that return shipping charges are non-refundable and must be covered by the customer.

If I return an order, can I keep promotional gifts or samples?

No. To be eligible for a refund, all items included in the order must be returned, including promotional gifts, samples, and discovery sets.

My package is being returned to the sender. What happens next?

If an address was incomplete or the package was damaged in transit, it may be returned to us automatically. Please contact orders@sospirointernational.com
with your order number and updated address so we can arrange reshipment where possible.

I received the wrong item or my order is incomplete.

Please contact orders@sospirointernational.com
within 48 hours of delivery. Incorrect or missing items must be returned in their original condition within 30 days to qualify for a refund.

I received a damaged or defective item.

If your order arrives damaged or defective, please contact orders@sospirointernational.com
within 7 days of receipt. Depending on availability, replacements may not always be possible. Defective items may also be covered under a manufacturer’s warranty.

I have another issue with my order.

For any additional concerns, please contact orders@sospirointernational.com
with your order number. Our customer service team will be pleased to assist you.