FAQs
Frequently Asked Questions (FAQs)
Last updated: May 2026
Are your products authentic?
Yes, we only sell 100% genuine and authentic products. We work with trusted suppliers to ensure the quality and authenticity of every item we offer.
Why are your prices lower than other retailers?
We operate as an online-only business and work closely with trusted suppliers. This allows us to keep our costs lower and pass those savings on to our customers.
What’s the difference between Eau de parfum (EDP) & Eau de toilette (EDT)?
Put simply, it’s all about strength. EDPs contain a higher concentration of fragrance oils and therefore offer richer and longer lasting scents. EDTs are lighter and more subtle.
Shall I choose EDP or EDT?
EDPs are ideal for evenings or special occasions where you want a longer-lasting scent. EDTs are lighter, making them perfect for everyday and casual use.
How long do fragrances last?
Fragrance longevity can vary depending on the product and your skin type.
• Eau de Parfum (EDP): typically lasts around 6–10 hours
• Eau de Toilette (EDT): typically lasts around 3–6 hours
Why does my fragrance smell slightly different?
Fragrances can vary slightly due to batch differences, reformulations, or how they react with your skin. Storage conditions and age can also affect the scent.
Why do some of your product images look different from each other?
Due to copyright and brand usage restrictions, we’re currently unable to display certain product images. All of our photos are taken in-house, and we’re continually expanding and improving our visuals as we grow.
Can I return an opened product?
For hygiene and safety reasons, we are unable to accept returns on opened or used products. This ensures all items remain safe and high quality for every customer.
Do you offer refunds or exchanges?
Yes. If your item is faulty, incorrect, or not as described, you may be eligible for a refund or replacement in line with our Returns & Refunds Policy.
How long does delivery take?
Next Day Tracked Delivery: £7.99
Standard Delivery: £4.99 on orders under £50
Complimentary Standard Delivery: On orders over £50
Delivery times are estimates and may vary depending on the courier and location.
Can I cancel or change my order?
Orders can only be cancelled or changed before they are dispatched. Please contact us as soon as possible, and we will do our best to assist.
What should I do if my parcel is delayed or missing?
If your order is delayed, missing, or tracking has not updated, please contact us and we will assist you as quickly as possible.
What should I do if my item arrives damaged?
Please take clear photos and contact us as soon as possible. We will arrange a replacement or refund where appropriate.
How should I store my fragrances?
To maintain quality, store your fragrances in a cool, dry place away from direct sunlight and heat.
What payment methods do you accept?
We accept Amex, Mastercard, Visa, PayPal, Apple Pay, Google Pay, Klarna, and Shop Pay.
What is Shop Pay?
Shop Pay is Shopify’s fast and secure checkout option that saves your payment and shipping details for quicker future purchases.
What are Shop Pay Installments?
Eligible customers can split purchases into 4 interest-free payments every two weeks, with no hidden or late fees. Longer monthly payment plans may include interest, but there are no penalties for early repayment. Terms and eligibility apply.
Do you offer Klarna?
Yes, we offer Klarna, allowing eligible customers to spread the cost of their purchase with flexible payment options at checkout. Terms and eligibility apply.
Got any more questions? Please don’t hesitate to contact us support@zibellacosmetics.co.uk