CUSTOMER SERVICE FAQ
Innovative, classic & timeless home fragrance brand, coveted around the world for exceptional quality & unparalleled value
WHEN WILL MY CREDIT CARD BE CHARGED?
Credit cards are charged at the time the order is placed.
WHEN WILL MY ORDER SHIP?
Once an order is placed, the order will be confirmed via email. Our typical shipping time is within 48 business hours. Our regular business hours are Monday - Friday, from 8am to 5pm (PST). We are closed Saturdays, Sundays and on major Holidays.
IS MY CREDIT INFORMATION SECURE ONLINE?
DOES AQUIESSE CHARGE SALES TAX?
State law requires California-based businesses to collect sales tax on orders shipped to California addresses. In our case, the amount of sales tax collected is based on the tax rate for the City of Simi Valley, California. We are currently not required to collect sales tax on orders shipped to residents of any other US states.
WHAT IF A PRODUCT IS OUT OF STOCK?
On the rare occasion that a product is out of stock, please contact us at 805-583-4600, Monday-Friday, 8am to 5pm (PST) or via email at firstname.lastname@example.org, and we would be happy to advise you of the product(s) availability.
WHAT ARE MY SHIPPING OPTIONS?
Depending on the shipping destination, we offer the following UPS shipping services: Ground, 3rd Day Select, 2nd Day Air and Next Day Air. We are unable to ship to Post Office Boxes. All shipments originate from Simi Valley, California, and may take approximately 1 to 7 business days to arrive at your destination depending on the UPS shipping service selected. Orders shipped via expedited methods (Next Day, 2nd Day and 3 Day Select) will arrive via the respective delivery service from the date shipped, and not from the date the order was placed. For International, APO/FPO orders, please contact us for further information.
CAN I MAKE CHANGES TO MY ORDER AFTER IT HAS BEEN PLACED?
To make a change to your submitted online order, please call us at 805-583-4600 as soon as possible, Monday thru Friday from 8am to 5pm (PST). Every effort will be made to accommodate your request.
MAY I EXCHANGE AN ITEM ONCE I RECEIVE MY PURCHASE?
Purchase with confidence. We will gladly exchange non-opened items in resalable condition purchased through this website for the same or greater value with the original receipt. Please contact Customer Relations via email at email@example.com within seven (7) days of receiving your purchase, and provide us with a copy of your original receipt and the item you wish to exchange. Please note that you will be responsible for the shipping costs to return the item(s) to AQUIESSE as well as the shipping cost to receive the new item(s). We do not refund shipping charges on exchanged items. Once we receive your returned product and determine that the product is in resalable condition, we will exchange your product for one of a same or greater value as instructed. Shipping and exchanges on greater valued items will be charged accordingly. All purchases on "Sale" items are final and are not eligible for exchange.
WHAT IF I RECEIVE A DAMAGED PRODUCT?
All products are carefully inspected before they are shipped to ensure you receive the best product. In the event your product is damaged during shipping, please contact Customer Relations via email at firstname.lastname@example.org within seven (7) days of receiving your purchase. Please do not discard the damaged product prior to contacting us. Damaged item(s) will be replaced with identical item(s).