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customer-service

CUSTOMER SERVICE

For any questions regarding Your order or assistance with placing an order, please contact us via email at customerservice@robertaandrade.com

You can also call Roberta Andrade Fragrances/Elemental Scents Customer Service at 617-431-4459 between 9AM and 5PM EST, Monday through Friday.

ORDER PROCESSING


Most orders are processed within 24-48 hours of receipt. Processing time does not include weekends, federal holidays, and orders placed on Friday after 7am EST. Orders received on Saturday, Sunday and holidays will be processed the following Monday or weekday after a holiday. Priority Shipping is available for an additional cost and will be processed the same day if orders are received before 7:00 AM on a weekday. Otherwise weekend shipping rules apply.

Due to restrictions on alcohol based fragrance shipments, Roberta Andrade Fragrances/Elemental Scents cannot ship eau de pafrum or eau de cologne products to international destinations or destinations requiring air freight which includes Alaska, Hawaii, Puerto Rico. US Virgin Islands, or APO/FPO addresses.

All lotions, bath/shower gels, perfume solids and perfume oils can be shipped to international destinations and addresses requiring air freight.   Prior to ordering, please contact us at customerservice@robertaandrade.com or call Us at 617-431-4459 to discuss shipping costs and restrictions that may apply to the destination country.

NOTE: International shipping costs quoted by Roberta Andrade Fragrances/Elemental Scents LLC will not include any tariffs, taxes, or customs charges demanded by the destination country. Any additional costs will be the responsibility of the customer to pay. Roberta Andrade Fragrances/Elemental Scents LLC will not be held liable for undelivered orders due to unpaid tariffs, customs or taxes demanded by a destination county. Please check with the country policies and potential additional costs prior to placing an order.



SHIPPING & HANDLING


Shipping Business Days: Monday - Friday, excluding federal holidays within the United States, as well as the day after Thanksgiving.

Standard shipping takes approximately 5 business days. International shipping will take 5-10 business days depending on destination country. Second day and overnight delivery is available for an additional charge.

 

Shipping and Handling Charges:

Standard Domestic Shipping is used for all 2.0 oz fragrance and 8.0 oz lotions and gels, .34 oz eau de parfum bottles and 0.5 oz perfume solids and oils. Orders $50.00 and over will be shipped domestically free of charge.

Federal Express and USPS are Roberta Andrade Fragrances/Elemental Scents' main carriers. Both FedEx and USPS offers detailed tracking information for your domestic orders.

All US orders will ship via FedEx Ground and/or USPS Priority Ground unless otherwise arranged with You. Once an order is processed You will receive an email from Roberta Andrade Fragrances/Elemental Scents and our carrier with Your tracking number to follow Your shipment. Use the tracking on the FedEx or USPS website to track Your package online or contact us at customerservice@robertaandrade.com.

 

 

PAYMENT METHODS

Roberta Andrade Fragrances/Elemental Scents LLC uses  BigCommerce/Sripe 
as its payment processor. BigCommerce/Sripe accepts the following credit cards: Visa, MasterCard, American Express, and Discover.

· For security reasons Your billing name and address must match that of the credit card used for payment.

· Roberta Andrade Fragrances/Elemental Scents LLC cannot process any credit card with a billing address outside of the continental United States.

· All purchases require bank authorization prior to processing. Only authorized orders will be processed and shipped.



SALES TAX 

Roberta Andrade Fragrances/Elemental Scents LLC is required by U.S. law to collect sales tax on orders shipped to Massachusetts.



BACKORDERS & OUT OF STOCK

If You order a product that is currently out of stock, You will receive an email from Us. We will advise You of the possible in stock date and request a confirmation for a backorder, exchange or cancel instructions.

PRODUCT DISCLAIMER

All Roberta Andrade Fragrances/Elemental Scents fragrance products are made with phthalate free essential oils, aroma molecules, perfume grade SD alcohol and distilled water. We follow and adhere to guidelines set by the International Fragrance Association, (IFRA). All ingredients used in Roberta Andrade Fragrances/Elemental Scents are regarded are safe for adult external use by the IFRA standards specification for safe usage of fragrant components and essential oils in perfumes.

 

All products are for external adult use only. All products should be kept out of reach of children. Do not allow children or adults to drink or otherwise use Roberta Andrade Fragrances/Elemental Scents products internally.

 

Although we make every effort to ensure the quality and safety of materials in our products, if you are pregnant, plan to become pregnant or have sensitivity to fragrance materials (perfume, colognes, toilette water, solid perfume, perfume oil), or bath/body products (lotion, bath gels), consult with you health care provider before using ours or any fragrance or bath/body products natural or synthetic.

RETURNS & EXCHANGES

Roberta Andrade Fragrances/Elemental Scents would like you to be satisfied with your purchase however we cannot accept returns or exchanges, due to hygiene and possible product tampering conditions that may occur. This policy helps us maintain strict quality control guidelines, and ensures that every product shipped is in 100% original condition.

We encourage you to order a sample of the fragrances your are interested in prior to purchasing a full sized product.  

DAMAGED PRODUCTS

If your package was damaged in shipment, please contact us at immediately at  customerservice@robertaandrade.com and do not discard the package. We will replace the damaged items and arrange a pick up of the damaged package however we are unable to refund the freight charges.

COLOR ON THE INTERNET

Roberta Andrade Fragrances/Elemental Scents wants You to enjoy the products You buy from us and makes every effort to display its products color accurately. Please keep in mind that color monitors display colors differently.


SAMPLES

Every RobertaAndrade.com order will be shipped with 2 free samples of additional fragrances of Your choice. Unfortunately, due to the large number of requests for samples We can only send samples with orders