Terms of service

Last updated: 7 October 2026

COMPANY DETAILS

FragranceGems B.V.
Chamber of Commerce (KVK): 42180101
VAT number: NL870065671B01
Address: IJsselstroom 33, 2721 AW Zoetermeer, Netherlands
Email: info@decantgems.eu
WhatsApp (chat only, please do not call; customer service by e-mail): +31 6 39 33 84 42
Availability: Monday to Friday, 09:00 - 20:00 (Dutch time)

ARTICLE 1 - DEFINITIONS

In these terms and conditions, the following definitions apply:

Consumer: a natural person who is not acting for purposes related to their trade, business, craft, or profession
Trader: FragranceGems B.V.
Agreement: a sales agreement between the trader and the consumer
Webshop: the DecantGems webshop on which the order is placed
Cooling-off period: the period within which the consumer can make use of their right of withdrawal
Right of withdrawal: the option for the consumer to cancel the agreement within the cooling-off period

ARTICLE 2 - APPLICABILITY

These terms and conditions apply to every offer made by DecantGems and to every agreement concluded between DecantGems and a consumer.
By placing an order, you agree to these terms and conditions.
These terms and conditions are made available prior to the conclusion of the agreement and can be sent free of charge electronically upon request.
Deviations from these terms and conditions are only valid if explicitly agreed to in writing.

ARTICLE 3 - THE OFFER

All offers are without obligation, unless stated otherwise.
The offer contains an accurate description of the products offered.
We strive for the most accurate representation possible. Images are indicative; colors may differ due to screen settings.
Product descriptions may be changed at any time.
Offers are valid while stocks last, unless stated otherwise.

Prices
All prices are final prices for consumers, including all levies. No additional costs will be added to the prices shown.

ARTICLE 4 - THE AGREEMENT

The agreement is concluded at the moment the consumer accepts the offer and meets the conditions set therein.
After placing your order, you will receive an order confirmation by email.
The agreement is only binding after our written confirmation (order confirmation).
DecantGems reserves the right to refuse orders or to attach conditions to delivery.
We cannot be held liable for non-delivery due to incorrect or incomplete contact details provided.

ARTICLE 5 - PRICES AND PAYMENT

All prices are final prices for consumers, including all levies. No additional costs will be added to the prices shown. Shipping costs will be clearly stated before completing the order.
Prices may be changed without prior notice. The price applicable at the time of ordering shall apply.
Payment is made via the payment methods offered in the webshop.
If payment is not received on time, you will receive a payment reminder with a 14-day payment term.
After this term has expired, you will owe statutory interest and any extrajudicial collection costs.

ARTICLE 6 - SHIPPING AND DELIVERY

Delivery area

We deliver to the Netherlands and to other countries within the European Union. The countries we ship to, and the applicable shipping rate per country, are shown at checkout.
Shipping costs will be clearly stated before you complete your order.

Delivery times

These times apply to perfume samples (decants) we have in stock. For samples that are not in stock (marked as coming soon, sold out for now or on request), we confirm the delivery time with you before you pay.

We state the processing time, the transit time and the total delivery time separately, so that it is clear how long each stage takes:

Orders delivered within the European Union (outside the Netherlands): processing 2-3 business days before dispatch, transit 3-5 business days after dispatch, total 5-8 business days.
Orders delivered within the Netherlands: processing 1-2 business days before dispatch, transit 2-4 business days after dispatch, total 3-6 business days.
Business days are Monday to Friday, excluding public holidays. Delivery times start from the moment payment has been received.
Stated delivery times are indicative; exceeding them does not entitle you to compensation.

Carriers

Orders within the European Union are shipped with GLS or FedEx, with track and trace. In the Netherlands and Germany a pickup point option is available at checkout in addition to home delivery.
Orders within the Netherlands are shipped with PostNL, with track and trace.

Transfer of risk

The risk of loss of or damage to products transfers to the consumer at the moment the product has been delivered according to the shipping carrier.
In the event of a report of loss or non-receipt, the definitive moment of delivery and of the transfer of risk shall be determined on the basis of the official outcome of the investigation conducted by the shipping carrier concerned.
If the consumer has given the shipping carrier active permission to leave the parcel or a specific delivery instruction (such as delivery at an unattended location at the residence), the parcel shall be deemed officially delivered at the moment the courier has placed the parcel at that location, whereupon the risk immediately transfers to the consumer.

Checking and documenting on receipt

Check the shipment immediately upon receipt. Before opening it, take photos of the unopened shipment: all sides of the box, the shipping label with the tracking number, and any damage, dents, moisture or signs of opening.
We recommend recording the opening of the shipment on video, from the unopened parcel through to unpacking the contents.
Please report visible damage to the outer packaging to the courier and to us right away, where possible.
This evidence is needed to establish what happened and to be able to file a claim with the shipping carrier. The reporting procedure is set out in Article 10.

Non-delivery

If delivery proves impossible due to circumstances beyond our control, we will inform you of this.
In that case, you have the right to terminate the agreement free of charge.

ARTICLE 7 - NO RETURNS ON SAMPLES

Our samples are decants: we fill them by hand for your order. For hygiene reasons, samples cannot be returned or exchanged, opened or unopened.
There is therefore no cooling-off period on samples: an order that has been shipped cannot be cancelled or sent back.
As long as your order has not yet been shipped, you can cancel it free of charge.
Your statutory rights in the event of a defective product are not affected (see Article 9).

ARTICLE 8 - DAMAGED, INCOMPLETE OR WRONG ORDER

If your order arrives damaged, incomplete or with the wrong item, report this within 48 hours of receipt by email to info@decantgems.eu. The reporting procedure is set out in Article 10.
If your report is justified, we send a replacement or refund you.
Refunds are made using the same payment method as the original order.
Approved refunds are processed within 14 days.

ARTICLE 9 - WARRANTY AND CONFORMITY

All products meet the usual requirements and standards.
Defects that arise within 6 months of delivery are presumed to have already existed at the time of delivery.
DecantGems guarantees that products conform to the agreement.
Reports of damage during transport, of missing products or of swapped products are handled under the procedure in Article 10 (Reporting transport damage, missing or swapped products).
The warranty lapses in the event of:
- Incorrect or careless use
- Repairs carried out by third parties without permission
- Normal wear and tear

ARTICLE 10 - COMPLAINTS AND DISPUTES

Complaints procedure

Complaints about products or services can be submitted via:
- Email: info@decantgems.eu
- WhatsApp (chat only, please do not call; customer service by e-mail): +31 6 39 33 84 42
We aim to resolve complaints within 14 days.
For more complex complaints, you will receive an acknowledgment of receipt and an indication of the resolution timeline within 14 days.

Reporting transport damage, missing or swapped products

Deadline: report damage during transport, missing products or swapped products within 48 hours of receipt, by email to info@decantgems.eu. Shipping carriers apply short claim deadlines (usually 7 days); timely reporting is therefore necessary in order to be able to file a claim.
Evidence: with your report, please include at least: (a) photos of all sides of the unopened shipment, (b) a clear photo of the shipping label showing the tracking number, (c) photos of the inner packaging and filling material as received, (d) photos of the damaged, missing or swapped products and, for missing or swapped products, a photo of the contents received next to the packing slip, (e) where possible, a video of the shipment being opened, and (f) a short description of what has happened, when you received the shipment and who accepted it.
Retention: keep the complete packaging, the filling material and the products concerned until the report has been dealt with, for a minimum of 14 days. We may ask you to keep them, or to send them back to us or to the shipping carrier for inspection. If your report is justified, we will reimburse the reasonable costs of that return shipment.
Cooperation: we ask you to provide the requested information within 5 business days of our request. Without this information we cannot assess your report or file a claim with the shipping carrier. Your report will then not be processed until the information has been provided. If you refuse the requested cooperation, this may reasonably be taken into account when assessing whether the damage or defect was already present at delivery.
Misuse: in the case of demonstrably incorrect or misleading reports, we reserve the right to refuse further orders and to recover the costs incurred as a result, to the extent permitted by law.

ARTICLE 11 - INTELLECTUAL PROPERTY

All intellectual property rights to the content, design, logos, and trademarks belong to DecantGems or its licensors.
It is not permitted to copy, distribute, or reproduce content without written permission.
Trade names and trademarks of third parties are the property of their respective rights holders.

ARTICLE 12 - PRIVACY AND DATA PROCESSING

DecantGems processes personal data in accordance with the General Data Protection Regulation (GDPR).
For more information, please see our Privacy Policy.
We process your data only for:
- Order fulfillment
- Customer service
- Newsletters (with consent)
Your data is not sold to third parties.
You have the right to access, correct, and delete your data.

ARTICLE 13 - LIABILITY

DecantGems is only liable for direct damage demonstrably caused by our attributable failure.
Liability is limited to the amount of the order.
We are not liable for indirect damage, consequential damage, or loss of profit.
Liability for errors on the website is excluded, except in cases of intent or gross negligence.

ARTICLE 14 - FORCE MAJEURE

In the event of force majeure, we are not obliged to fulfill our obligations.
Force majeure includes: natural disasters, war, strikes, pandemics, transport or delivery problems, and government measures.
In the event of force majeure lasting longer than 90 days, both parties may terminate the agreement in writing.

ARTICLE 15 - APPLICABLE LAW AND COMPETENT COURT

Dutch law applies to all agreements.
The court in the district of DecantGems' place of business (The Hague) has jurisdiction, unless the law provides otherwise.
Consumers may also choose the court in their own place of residence.

ARTICLE 16 - AMENDMENT OF TERMS

DecantGems reserves the right to amend these terms and conditions.
Changes will be published on the website and take effect from the date of publication.
The terms and conditions applicable at the time of ordering shall apply.

ARTICLE 17 - FINAL PROVISIONS

If any provision of these terms and conditions is void, the remaining provisions shall remain in force.
In the event of ambiguity regarding interpretation, or situations not covered by these terms and conditions, Dutch consumer law shall be leading.
These terms and conditions have been drawn up in Dutch. Translations into other languages are provided solely as a service. In the event of any differences or inconsistencies between the Dutch text and a translation, the Dutch text shall prevail.

Do you have questions about these terms and conditions?
Please contact us at info@decantgems.eu or send a WhatsApp message to +31 6 39 33 84 42 (chat only, please do not call)

IJsselstroom 33, 2721 AW Zoetermeer, Netherlands