FAQ
Here you will find answers to the most frequently asked questions. Your question is not listed? Write to us at care@sakanperfumes.com.
Orders and Payment
Which payment methods can I use?
We accept Visa, Mastercard, American Express, Maestro, Union Pay, PayPal, Klarna, Apple Pay, Google Pay, Shop Pay, EPS and MobilePay. All available payment methods are shown during checkout.
Will I receive an order confirmation?
Yes. Immediately after placing your order, you will receive a confirmation by email, including our terms and conditions and the cancellation policy as a PDF.
Can I change or cancel my order afterwards?
Contact us as soon as possible at care@sakanperfumes.com. As long as your order has not been shipped yet, we can usually adjust or cancel it.
Shipping and Delivery
What does shipping cost?
Within Germany, shipping costs 4.55 EUR. From an order value of 35 EUR, we ship free of charge within Germany. For deliveries to other EU countries, we charge 13.99 EUR.
How long does delivery take?
Within Germany, 1 to 3 business days with DHL Express. Deliveries to other EU countries take a few days longer depending on the destination country. You will see the estimated delivery date at checkout.
Where do you deliver?
We deliver to Germany and all countries of the European Union.
How can I track my order?
As soon as your order has been shipped, you will receive an email with the tracking number and a link to DHL tracking.
Cancellation and Returns
Can I return my order?
Yes. As a consumer, you have a 14-day right of withdrawal from receipt of the goods. You will find all details in our cancellation policy.
Are there exceptions to the right of withdrawal?
Yes. For hygiene reasons, withdrawal is excluded if the seal of the perfume has been removed after delivery (Section 312g (2) No. 3 of the German Civil Code, BGB). Unopened products with the original seal can of course be returned.
Who bears the costs of the return shipment?
The direct costs of the return shipment are borne by you as the customer. Please contact us at care@sakanperfumes.com before returning the goods, and we will let you know how to proceed.
When will I receive my refund?
After an effective withdrawal, we will refund all payments including the original shipping costs (standard shipping) within 14 days at the latest. We may withhold the refund until we have received the goods back or you have provided proof that you have returned them.
Product and Complaints
What do I do if my delivery arrives damaged?
Contact us at care@sakanperfumes.com, ideally with a photo of the damaged goods and packaging. We will take care of a replacement or refund immediately. Your statutory warranty rights remain unaffected.
A product is sold out. When will it be available again?
Write to us at care@sakanperfumes.com and we will inform you as soon as the product is available again.
How should I store my perfume?
Cool, dry and protected from direct sunlight. This keeps the fragrance at its best for as long as possible.
Contact
How can I reach customer service?
By email at care@sakanperfumes.com. We usually reply within 1 to 2 business days.
How do I stay up to date?
Subscribe to our newsletter or follow us on Instagram, TikTok, Facebook, X and Snapchat.