Customer Help
Our happiness team is always here to assist.
Our Products
Fragrana perfumes are available on Fragrana.com, and in the future, they will be available at stores with our retail partners.
Restock times depend on product availability. Please sign up for our newsletter or SMS notifications to find out when your favorite products will be back in stock!
Occasionally, Fragrana includes a gift with an order. Please note that unless otherwise stated, all free gifts included with orders are available while supplies last and are not guaranteed. All samples, sachets, stickers, and other products or items may change and are subject to availability.
Yes, from time to time, we offer discounts and promotions. Sign up for our newsletter and/or SMS notifications to receive information about special offers.
Our formulas are created in Poland, using the highest quality ingredients sourced from various corners of the world.
Whenever possible, we choose natural ingredients in our formulas instead of synthetic ones.
Our products do not contain animal-derived oils, parabens, or gluten, as well as over 1,600 other ingredients banned under Regulation (EC) No. 1223/2009 in the European Union.
Yes – our products are formulated without animal-derived ingredients.
Fragrana does not use parabens or sulfates in any of our products.
Fragrana does not test products on animals. All our products are cruelty-free.
All products have been developed with the safety of all skin types in mind. However, if you have specific concerns, please consult your dermatologist, refer to the ingredient list available on our website, or contact us.
Yes, all products have been tested by a certified dermatologist and passed all required safety tests.
We recommend storing products in a cool, dry place, away from direct sunlight and excessive heat.
Orders and Shipping
We offer free standard shipping on all orders over £50. All shipping options are available when you enter your address on the checkout page.
Orders typically take 1 business day to process. If your order is placed after 20:00, it will be processed the next business day.
Shipping time varies by location and typically takes 1-2 business days locally. For international shipping, it may take up to 9 business days. All orders ship from our warehouse in Poland.
We ship Monday through Friday, excluding weekends and holidays. After placing an order, you’ll receive a confirmation email and another email with tracking information once your order has been shipped.
We currently offer shipping to most European countries. To check if we ship to your location, simply review the available shipping options during checkout.
You can track your order once it has been shipped, using the tracking number provided in the email. If the tracking option is not yet available, it will appear once your order has been processed in our warehouse. Most orders are processed within one business day, except during holiday periods.
Packages that cannot be delivered by DPD, Polish Post, DHL, inPost, and/or their international shipping partners will be canceled and returned once received and processed at our fulfillment center.
Contact us as soon as possible to cancel or modify your order.
Fragrana is not responsible for orders sent to an incorrect address provided by the customer. If you notice an error, please contact us as soon as possible, and we’ll do our best to resolve the issue.
Order confirmation emails may take up to 12 hours to be sent due to high demand. If you have not received your order confirmation email after 12 hours, please contact us.
Please log in to your account to check your order status. If you don’t have an account, use the “Track Order” link here.
Once your order is processed, you will receive an email with tracking information. You can track the progress of your order directly on Fragrana’s tracking page.
If your package stops moving at any point, don’t worry! It’s still on its way to you and is likely going through customs. Sometimes, delays can occur due to customs procedures or weather conditions. If this happens, your tracking page will be updated with the latest shipping status.
We are pleased to offer a 31-day return policy. Any ordered perfume can be returned, provided the bottle shows no visible signs of use. If the fragrance does not meet your expectations, we are happy to accept the return and issue a refund. However, please note that Fragrana reserves the right to refuse returns, reshipping, or refunds. If the product arrives damaged, please contact our customer service within 48 hours of receiving the package. In such cases, please send photos of the issue along with a screenshot of your order confirmation. To begin the return process, please visit our Contact page.
Unfortunately, we are currently unable to process exchanges.
Refusing a delivery incurs a handling fee, and the shipping cost will not be refunded. Please be patient – the refund process may take up to 5 business days after the return is processed. Please note that refused or unclaimed international orders are not eligible for a refund.
Please contact us within 48 hours of receiving your order, providing your order number, through our Contact page. Please note that you may be required to send several photos of the damaged products.
Please visit our page here within 48 hours of receiving your order so we can assist you with your issue. Be sure to include your order number in the inquiry.
Payments and Subscriptions
We accept online payments via Visa, Mastercard, American Express, Discover, PayPal, and we are gradually adding more payment methods. If you’re an international customer, we also accept local payment providers. You will see the available payment methods during checkout on our payment page.
You will only be charged for what you purchased. If you notice a double charge, please be patient and wait a few days for the issue to be automatically resolved. However, if the issue persists and you’re sure you only placed one order, please contact us via our Contact page, attaching a screenshot of the double charge, so we can assist you further.
Simply select your preferred products and delivery frequency, and we will ensure your orders are automatically renewed according to your preferences, which you can change at any time. Additionally, subscribers receive a 15% discount and free shipping on all subscription orders, as well as early access to new product releases. Currently, subscriptions are available only to customers in Poland.
Yes, you can cancel your subscription at any time by going to the “Subscriptions” section in your account and clicking “Edit.” Then, select the “Cancel” option and click “Save Changes.”
Yes, you can update your subscription preferences by going to the “Subscriptions” section in your account and clicking “Manage” to cancel. You can then resubscribe to renew your subscription.
You can always add a new product to your subscription, but to replace a product in your subscription, you will need to cancel the current subscription and make a new purchase with the selected product.
You can cancel your subscription to avoid receiving the subscription package for a given month, no later than 7 days before the scheduled delivery date, which typically falls within the first three days of the month. Payment is charged 3 days before the subscription package is shipped.
Yes, you can set up a subscription to be sent to a recipient, and payment will be processed with each order. You can cancel the subscription at any time.
Returns and Exchanges
If you’re not satisfied with your purchase, you can return any items within 31 days of shipping, and we’ll refund the full price. Please note that shipping costs are non-refundable unless you qualify for free shipping.
To initiate a return, simply email us at hello@fragrana.com, or contact us via Facebook, Instagram, or through our help page.
You may return as many items as you’d like, but they must be sent together in one package using a single return label. Please note, we can only process one return request per order.
For authorization, include a photo of the item as part of the return procedure.
Test our fragrances risk-free! If you’re not happy with a scent, simply return it with no hassle.
All returned items are donated to charity, where they are redistributed to various causes. Rather than discarding lightly-used perfumes, we donate them to shelters, families in need, and other charitable organizations.
To return an item, ensure it’s within 31 days of shipping. The 31-day period begins from the arrival date shown on the tracking code. After that, we’re unable to accept returns or process a refund.
You have two options to initiate the return:
Start the return process here
or email us at hello@fragrana.com for assistance.
If there’s an issue with your package, please reach out to us at hello@fragrana.com, and we’ll work together to find a solution.
We’ll email you upon refund approval. If approved, it will be processed within two working days and credited to your original payment method.
Accounts
No, you don’t need to create an account to place an order.
You can create an account by clicking here.
To reset your password, click here. You will then be asked to enter the email address you used to create your account. After submitting, you will receive an email with a link to reset your password. Once you do that, you can log in here using your new password.
You can easily subscribe to the newsletter by visiting Fragrana.com/newsletter and using the registration form found in the page. If you want to cancel your subscription, you can click “Cancel subscription” using the “Unsubscribe” link in the email you received.
Contact
Please visit this page: Contact Us.
We respond to all emails as quickly as possible. Our goal is to reply to all inquiries within 6 hours, however, there may be delays on weekends and during periods of high volume.
We care about your privacy. Please click here to submit a personal data protection request.