Frequently Asked Question

1. Registration

2. Orders

3. Payment

4. Shipping

5. Returns and refunds

6. Free samples and catalogues

7. Copyright

1 Registration

Why doesn’t the page load after I put in my information?

You’ve probably missed a required field or you’ve put in a wrong information. The wrong field will be marked in red. If you spot any other problem, please contact us at help@sovranaparfums.com.

What is the Wishlist?

The Wishlist is a special service for registered users, who will be able to use it as a memo to save all the products they’re interested in. In this way with a simple click of your mouse, you will immediately access the pages of your favorite products. The presence of a product in your Wishlist doesn’t mean that you have to buy it and neither is a guarantee that its price won’t rise.

Are my personal information protected?

Absolutely. Sovrana snc respects your privacy. You can access your account whenever you want to change your personal information and authorizations. If you want to cancel your account you only need to contact us via email at help@sovranaparfums.com

Can I change my account settings?

Yes. You have to log in your account and update the information about your profile.

I forgot my password. What can I do?

You can ask to reset it and receive a new one via e-mail. Click on “Forgotten your Password?” on the log in page.

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2. Orders

How do I cancel my order?

Once you’ve placed your order and you’ve received a confirmation e-mail, you can contact our Client Service at help@sovranaparfums.com if you want to change the billing and/or delivery address and to cancel your order. Once you have received the "confirmation of dispatch" it won’t be possible to change or cancel an order

Is there a minimum amount required to place an order?

No minimum amount is required.

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3. Payment

What methods of payment do you accept?

Paypal

Is it possible to pay by bank transfer?

It is possible to pay by bank transfer by selecting the appropriate box, when you place the order.

You will be sent an e-mail with your order and the information you need for the bank transfer that has to be confirmed via e-email within 48 hours. If no confirmation has been sent within this lapse of time, the order will be automatically cancelled.

The order will be shipped "only" once the bank transfer has been effectively received.

Is it possible to make the payment on delivery?

NO, because we don’t cash on delivery.

Are on-line orders safe?

All the information about the order, the costumer are strictly reserved. We adopt the most advanced security measures for transferring and accessing data.

What is the SSL Protocol?

Your orders and all the personal information you have used on sovranaparfumes.com are protected by modern security systems. The SSL (Secure Socket Layer) Protocol, released by Thawte, establishing an encrypted link between a server and a client, making it impossible for others to steal the data. This security standard is used by the majority of web browsers and is signaled by a lock icon in the status bar. Sovrana snc is very careful with your personal information. Pay attention to not reveal your password to anybody and make sure of the presence of the SSL Protocol to encrypt your data every time you put in personal information (please, always check for the lock icon in the status bar). If you share your computer with other people, make sure to log out at the end of every session. Together we can make your order even safer.

Is it possible to receive an invoice for my order?

Of course! In order to receive an invoice you have to add your tax code or VAT number while placing the order and the click on “yes” under the heading “I want to receive the invoice.”

It is not possible to ask for the invoice once the order has been confirmed.

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4. Shipping

What is the total shipping cost?

Italy: The fixed shipping cost is 5,90€ (VAT included), while for purchases over 70€ the shipping is free.

Rest of the World: The shipping costs will be automatically calculated by the cart according to the destination

How long will it take to receive my order? Can I track my order?

Your order will be sent through Courier within 3 working days from the confirmation date.

In that moment we will send you an e-mail with all the information required to track your package.

What happens if I am not available on the delivery day?

The Courier will try another delivery probably the following day..

In case it isn’t possible to deliver the order, it will be stored at the closest Courier warehouse.

Is there a reason why I haven’t received my order yet?

If you find any problem with the delivery of your order, please contact us at help@sovranaparfums.com

Is it possible to get my product gift wrapped?

Yes it is possible to have each of your items wrapped FREE of charge. You only have to select this option when you place the order.

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5. Returns and refunds

How long do I have to inspect the products and eventually give them back?

You have 14 working days from the delivery to decide to return a purchase. Remember that in order to return an item you have to send it back in its original wrapping

What do I do if I receive a faulty item?

We are highly committed to offering our clients high quality and secure products. Anyway, it could happen to find a faulty item, in this case do not hesitate to contact us at help@sovranaparfums.com. Please, specify the code of the item that you can find on the order confirmation, what type of problem have you found, together with a picture to show it.  

What do I do if I receive the wrong item?

If there has been a mistake, we kindly ask you to signal it immediately to help@sovranaparfums.com, specifying the order number, the product you had ordered and the one you have actually received, together with a picture that shows it.

What do I do if I want to return one or more items?

You have to notify it via e-mail within 14 working day from the delivery. We will subsequently proceed with the refund within 30 days from the notification of the withdrawal. You have 14 working days from the delivery to decide to return a purchase. Remember that in order to return an item you have to send it back in its original wrapping

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6. Free samples and catalogues

Is it possible to receive some free samples at home?

We always send some free samples together with every on-line purchase, according to our supply and the size of the order.

Does Sovrana Parfums have a catalogue?

W are sorry, but Sovrana Parfums doesn’t print a catalogue with its products. Nevertheless you can always find a complete list of our products on our website, together with a complete set of pictures and an accurate description of their characteristics, uses and color types.

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7. Copyright

 All the news, statistics and design of the website of Sovrana Parfums website are exclusively designed for users’ personal information. You can use them at your own risk. We decline any responsibility linked to the use of the service or to any lack of availability, the same also goes for any deriving damage. All the information hereby contained are subjected to copyright according to art. 4 e 87a and following.

Reproducing, copying or printing this website and its contents (including pictures, graphics and videos) is allowed only when placing an order at Sovrana Parfums. Any other processing, duplications, diffusion and/or public reproduction violates the permitted use and represents a copyright infringement. This violation entails seeking a compensation for the suffered damages and even has legal consequences besides the obligation to pay the damages. The pictures hereby used were designed by and for Sovrana snc or supplied by industrial partners, including the pictures from Shutterstock, thinkstock and fotolia. The corresponding licenses were regularly bought. 

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