FAQ

To make a purchase on xerjoff.com, you will first need to log in to your Xerjoff account.

Remember that if you do not log in, you won’t be able to complete the order.

Once you have found the product you would like to purchase, add it to your shopping cart by clicking “add to cart” and follow the instructions.

Make sure you have selected your country destination. If the problem persists, please contact our customer service via e-mail (customer@xerjoff.com) or WhatsApp (+39 331 633 2177).

To cancel your order, just log into your Xerjoff account and go to your personal area by clicking on the "customer account" icon. Then continue to order history and details, and click the "cancel my order" button. Orders can be cancelled only within 4 hours of when they were placed.

For further information or queries, you can contact our customer care team via email at customer@xerjoff.com

Please check whether the confirmation email has arrived in your spam or junk folder. If not, you can contact us at customer@xerjoff.com for further assistance.

If you have accidentally placed multiple orders, contact us at customer@xerjoff.com or via WhatsApp at +39 331 633 2177 and our team will be happy to help you.

You can discover the Xerjoff portfolio through Xerjoff.com and experience Xerjoff perfumes in the comfort of your own home by adding up to four 2ml perfume samples in the specially dedicated Sample Kit.

Just click “Sample Kit” on Xerjoff.com to proceed and create your own.

When you place an order of €100 or over, Xerjoff will send you a complimentary Sample Kit with four 2ml perfumes of your choice to discover and enjoy.

Sample perfumes cannot be sold individually, and unfortunately, it is not possible to order more than two sample kits per order.

A complimentary, non-customisable Sample Kit is automatically included with every order over €100. A maximum of one additional Sample Kit can be added to your order. This additional kit is fully customisable. 

With the purchase of one or two sample kits, you’ll receive a promotional code equivalent to the value of one kit, redeemable on your next purchase over €200 within two months.

Yes, there is a way to customise the complimentary sample kit that comes with orders over €100. Follow the steps outlined below:

1. Go to your cart page and delete the sample kit marked “free sample” from your order. 
2. Click the “customise” button in the banner at the top of the cart page. 
3. Click the “customise” button on the sample kit page.
4. Select the four perfumes you wish to include and click “add to cart”. 

Your personalised sample kit will be added to your order, free of charge.

Each perfume sample contains 2ml of perfume.

In this case, customer service can give you the assistance that you need, without cancelling the whole order. We remind you that for cancelling an order, we pay an extra fee for the payment platform, so if you just need to make some modifications (such as changing sample fragrance/ address/ phone number/email) please contact us at customer@xerjoff.com or through WhatsApp at +39 331 633 2177

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. More information on delivery costs and times is available here.

We accept the following payment methods:

• American Express
• Sofort
• Paypal
• Credit Card
• Debit Card
• AliPay
• WeChat Pay 
• Apple Pay
• Google Pay 
• Bank Transfer
• Klarna (some European countries)

The payment platform can take some time to receive and proceed with your payment. While it is being processed, you will find this status on your order, even if the payment has already been debited from your bank account. Once the payment has been received, the status will be updated automatically and we will ship your order.

All information on returns is present in this link:

https://xerjoff.com/content/5-return-policy

Returns from countries outside the European Union Community are not accepted.

Xerjoff.com can only accept refunds on products purchased directly from Xerjoff.com.

If you need to return a product purchased from one of our accredited retailers, you must return to the store where you purchased your product for assistance.

Following the request and confirmation of a refund, it takes about two working of processing time before the refund is issued.

The refunded sum may take several days to arrive in your account, depending on your bank type.

The amount refunded may vary from the amount initially paid due to currency exchange rates at the time of processing the refund.

You can browse the website for your favourite products or search for a particular product by using the search bar on Xerjoff.com.

Once you are on the product page, you will find a description of the perfume and its olfactory notes.

For more information on certain products, you can contact our customer service team through WhatsApp at +39 331 633 2177.

Due to the natural ingredients used in Xerjoff perfumes, natural aging can occur, which my sometimes result in an older perfume having a slightly different scent than one from a more recent batch.

Storage can also affect the perfume — heat and light exposure can have an impact on the natural ingredients and therefore affect the scent.

Xerjoff perfumes contain natural ingredients, whose natural pigments can affect the colour of the perfume.

It is also not unusual to find small amounts of sediment in a perfume containing high quantities of natural materials.

Xerjoff flacons are purposely manufactured to allow for ullage, the space between the liquid and the neck of a bottle.

Ullage is a necessary feature of all bottles containing a liquid, as it allows for the expansion of the liquid as temperatures change, or during any type of transportation.

Each flacon from Xerjoff contains the exact amount of perfume indicated on the label.

Any flacons which are produced containing smaller capacities are discarded directly by the glass manufacturer.

For information on becoming a distributer, please get in touch with the Xerjoff team, at customer@xerjoff.com

Perfumes which come in a set can be sold separately and found on our website, excluding the Discovery Set, Personal Discovery Set and the Mixing Experience sets: Amber Gold & Rose Gold, and Amber Star & Star Musk.

These two sets have been created to layer the two perfumes to create a unique blending experience for the wearer and cannot be sold separately. 15ml perfumes cannot be sold separately apart from Torino21, Torino22, Torino23, and Torino24

All Xerjoff products are cruelty-free and are not tested on animals.

Unfortunately, we do not offer a refill service. We advise you to buy a new flacon directly on www.xerjoff.com.

Unfortunately, no. The maximum quantity of Sample Kits that can be ordered is two, even if one is already a gift, you will be able to add just one more.

Please allow two to three business days for the team to manage orders.

Orders will be handled from Monday to Friday from 8:30 am to 5:00 pm, CET.

All orders are dispatched within 48 hours of processing. Orders are not dispatched during the weekend.

DHL is the sole shipping company that Xerjoff uses as a courier.

No, customers do not have the option of choosing the courier. Xerjoff uses DHL as its courier. During high season, DHL may outsource some of the load to third-party logistics providers.

To find out how much delivery costs where you live, please click here.

If you need to change the delivery address, please contact us at customer@xerjoff.com or on our WhatsApp number at +39 331 633 2177.

You can find out where your package is by following the tracking information that will be sent to you directly by email.

Yes, it is possible to order a perfume to another country, but only for the countries that your account is associated with.

For special requests, please contact customer@xerjoff.com

Outside of Europe, customs tax and duties are foreseen, but we do not know how much they will amount to. Unfortunately, we are unable to cover customs tax and duties.

To find out more  infomation about custom tax and duties, please click here.

No, it is not possible to have an order delivered to a P.O Box address or post office.

We advise you to check the proof of delivery and the signature on it. If you allowed the delivery without a signature, please check with your neighbours if someone received it on your behalf. If you still can't find your package, please contact our customer service at customer@xerjoff.com or on WhatsApp at +39 331 633 2177.