Customer Help

Your order will arrive within 7 working days.

Working days exclude weekends and public holidays.

Once your order has been dispatched, you will receive an email from the courier with your tracking details.

Simply click the tracking link in the email to view the delivery status of your order.

"Complete" means that we have successfully received your order and payment.

It does not mean that the order has been delivered yet.

Your order will still be delivered within 7 working days.

Please allow 1–3 working days for the courier to send your tracking email after your order has been processed.

First confirm that your payment was successful.

If your payment was successful but you did not receive an order confirmation email:

1. Make sure the email address entered during checkout was correct.
2. Check your spam or junk folder.

If you entered the wrong email address, you can still check your order status:

• Scroll to the bottom of the website
• Click "View My Order History"

If your order status shows "Complete", it means we have received your order and payment, and your order will arrive within 7 working days.

Please note that working days exclude weekends and public holidays.

If it has been more than 7 working days since you placed your order and you have not received it: Submit a Help Request

Please Submit a Help Request , we will investigate the delivery with the courier.

Customers and Agents must ensure that the delivery address is correct and that someone is available to receive the parcel. Fine Fragrance Collection is not responsible for orders delivered to incorrect addresses provided by the customer.

Once an order has been placed, we are unable to change the delivery address.

You will need to contact The Courier Guy directly to request a delivery change.

Once an order has been placed, we are unable to change the delivery address.

You will need to contact The Courier Guy directly to request a delivery change.

Please make sure you have entered a valid address before placing your order.

Start typing your address in the search bar on the checkout page, then select the correct address from the dropdown list that appears.

If you do not select an address from the dropdown menu, the system will not update the delivery address correctly.

Once an order has been placed, we are unable to change the delivery address.

You will need to contact The Courier Guy directly to request a delivery change.

Please make sure you have entered a valid address.

Start typing your address in the search bar on the checkout page, then select the correct address from the dropdown list that appears.

If you do not select an address from the dropdown menu, the system will not update the delivery address correctly.

The courier will attempt delivery again.

If the delivery is missed multiple times and the parcel is returned to us, you will need to pay the delivery fee again for the order to be resent.

Please Submit a Help Request and we will assist in updating your contact number.

Unfortunately we are unable to change the email address on an order once it has been placed.

Orders cannot be changed once they have been placed.

If you would like to order additional bottles, please place a new order on the website.

Once an order has been placed, the perfumes in the order cannot be changed.

If you would like different perfumes, you will need to place a new order on the website.

All purchases are final. Returns/refunds are only accepted for proven factory faults or incorrect products supplied by us.

Orders cannot be edited, reduced, or changed after they have been placed.

If you ordered the wrong quantity, you will need to place a new order with the correct quantity.

All purchases are final. Returns/refunds are only accepted for proven factory faults or incorrect products supplied by us.

Orders cannot be cancelled once payment has been completed. All purchases are final.

Cancellations will not be accepted for:

• Change of mind
• Ordering the wrong product
• Preference-based reasons

If your order arrived damaged, please Submit a Help Request within 7 days of receiving your order.

Claims reported after 7 days of delivery will not be accepted.

If your order is missing perfumes, please Submit a Help Request within 7 days of receiving your order.

Claims reported after 7 days of delivery will not be accepted.

If you received incorrect perfumes, please Submit a Help Request within 7 days of receiving your order.

Claims reported after 7 days of delivery will not be accepted.

Please Submit a Help Request within 7 days of receiving your order.

Claims reported after 7 days of delivery will not be accepted.

Please Submit a Help Request within 7 days of receiving your order.

Claims reported after 7 days of delivery will not be accepted.

We have not changed our perfume oils.

Our perfumes are continuously quality-checked and smell tested to ensure they remain consistent and smell the same as the original designer fragrances.

Small differences in scent can sometimes occur due to temperature, storage conditions, or individual skin chemistry, which can affect how a fragrance smells.

All of our perfumes still contain exactly 30ml of perfume.

Our newer bottles are designed with a small air gap at the top to prevent spillage during production and transportation. This can sometimes make the bottle appear less full, but the volume remains exactly the same.

Please watch this video for a full explanation:

Our perfumes are formulated using A-grade fragrance oils and are dosed in accordance with the maximum legally permitted fragrance oil percentage.

Longevity can vary depending on several factors, including skin type, climate, application method, and how your skin reacts to the fragrance.

It is also common to experience "nose blindness", where your nose becomes used to the scent after a short time and you can no longer smell it yourself — even though others around you can still smell the perfume.

For best results, we recommend applying perfume to pulse points such as the wrists, neck, and behind the ears, and applying it to well-moisturised skin, as fragrance lasts longer on hydrated skin.

If PayFast shows a failed payment but money has been deducted from your account, please Submit a Help Request so we can investigate the transaction.

Please make sure you have entered all required details on the checkout page, including a valid delivery address.

If you have ordered from the website before, please log in to your account before placing your order.

If you are an agent who purchased your starter pack in-store and would like to order online, please Submit a Help Request so we can assist you with creating your online account.

If you have never ordered online before, please do not try to log in. Your account will be automatically created when you place your first order.

If you already have an account and your details are not recognised, please make sure you are entering the correct email address and phone number linked to your account.

Please log in to your account, scroll to thebottom of the website, and click "Update My Details".

From there, you will be able to update your email address or phone number.

You become an agent by purchasing a starter pack directly from Fine Fragrance Collection, either online or in-store.

You can either build your own starter pack or purchase a pre-selected starter pack.

Each starter pack contains a minimum of 30 perfumes.

Yes.

If you have purchased a starter pack from us, you remain an FFC agent permanently.

No.

You are only an official FFC agent if you have purchased a starter pack directly from Fine Fragrance Collection, either online or in-store.

Buying perfumes from another agent does not make you an agent.

1. Log in to your FFC account.
2. Scroll to the bottom of the website.
3. Click "Update My Details".
4. Tick the box "Show my details on the FFC Find an Agent page."

This will display your cellphone number so customers in your area can contact you to purchase perfumes.

Your delivery address determines the area where you appear on the Find an Agent page.

If you have ticked the box but do not appear on the page, please make sure you have entered a valid delivery address in your profile. Search using the postal code matching your delivery address.

If you are an in-store agent and want to appear on the Find an Agent page, please Submit a Help Request so we can assist in creating your online account. Once your account is created, follow the steps above.

If you purchased your starter pack in-store, you will need an online account before you can place orders on the website.

Please Submit a Help Request so that we can assist in creating your online account.

If you are already an agent who bought your starter pack in-store:

You will need an online account before you can place orders on the website.

Please Submit a Help Request so that we can assist in creating your online account.

If you have never bought a starter pack before:

1. Click "Click here to become an agent" on the homepage.
2. Choose either a pre-selected starter pack or build your own starter pack.
3. Add your (minimum) 30 perfumes to the starter pack if you are building a starter pack, or add a pre-selected starter pack.
4. Click Add to Cart.
5. Click Checkout.
6. Enter all required delivery and contact details.
7. Click Place Order and proceed with payment.

Once your order is complete, your agent account will automatically be created.

Yes.

If you purchased your starter pack online, you are still able to purchase perfumes in-store.

Please click here to view our available marketing material.

You are also welcome to use any content that we have posted on our official social media pages.

Please note:

Fine Fragrance Collection does not sell marketing materials such as banners, posters, clothing, or tablecloths. You are welcome to create your own marketing materials if you wish.

Yes. As an FFC agent, you are free to sell perfumes wherever you choose, including on platforms such as Facebook, WhatsApp, Instagram, Takealot, or other online marketplaces.

However, agents are not allowed to advertise or promote themselves on the official FFC social media pages. This includes commenting that you are an agent on our posts.

If you would like to sell to a customer who has commented on one of our posts, please contact them directly via private message instead.

Please click Here to find a store near you.

Please note: Our stores are for new and existing agents only.

Please click Here to find an agent in your area.

Agents sell directly to customers and can assist you with purchasing perfumes near you.

We do not courier orders outside of South Africa.

If you would still like to become an agent, you can purchase a starter pack online and have your order delivered to a valid South African address. You will then need to arrange your own courier or shipping service to transport the order to your country.

No.

Fine Fragrance Collection does not courier orders outside of South Africa.

If you purchased directly from www.finefragrancecollection.com, your order will be processed and delivered in accordance with our delivery terms.

If you have been scammed by someone pretending to be an FFC agent or pretending to represent Fine Fragrance Collection, please report the matter to the South African Police Service.

Please note that FFC agents do not work for Fine Fragrance Collection. Agents are independent individuals who purchase stock from us and resell it themselves. Because of this, Fine Fragrance Collection cannot be held liable for transactions made between customers and agents or other third parties.

The only official ways to purchase FFC perfumes are:

• Directly from our website: www.finefragrancecollection.com
• From one of our FFC stores (New or existing agents only)
• From an official FFC agent

You can search for verified agents on our "Find an Agent" page to ensure you are purchasing from a legitimate seller.

Please do not buy perfumes from anyone claiming to sell at "agent pricing."

Agents purchase stock directly from us, and customers should only buy through the official channels listed above.

All purchases are final.

Returns or refunds are only accepted in the following cases:

• Proven factory fault (for example a spray pump that does not work during normal use)
• Incorrect product supplied by us

Returns will not be accepted for:

• Change of mind
• Ordering the wrong product
• Preference-based reasons
• Claims that the perfume smells different
• Claims that the bottle feels empty

Your refund will be processed within 7 working days.