Frequently Asked Questions

Answers to the questions we hear most often, in each section the most common questions come first. If you don't find your answer here, reach us through the Contact Us page and we will reply within 24 hours.

Ordering and Order Changes

Can I cancel my order?

Yes. Contact us as soon as possible. Any order that has not shipped yet can be cancelled and fully refunded.

Once an order has shipped, it can no longer be cancelled, but you still have options: refuse the shipment when it arrives, or if it has already been delivered, let us know and we will email you a return label. Once the package is returned to us and inspected, a full refund is provided. The shipping package must remain unopened: as with any beauty product, we cannot guarantee an opened package has not been tampered with, so an opened package cannot be returned or refunded.

Refunds are issued immediately on our end; depending on your bank they take roughly 3 to 10 days to appear.

Can I add an item, swap an item, or upgrade shipping after placing my order?

No. Once an order is placed, your payment has been captured and our fulfillment process is automated, so items and charges cannot be added and the shipping method cannot be changed. We can remove an item from an order and refund it.

If you need to add additional items, reach out to us to cancel your order for a full refund, then place a new order, which goes to the back of the processing queue.

Can you combine my orders into one shipment?

No. Each order is processed and shipped separately by our automated fulfillment process, and shipping charges apply per order. If you would like everything in one shipment, reach out to us to cancel the orders before they ship, then place a single order with everything you want.

I entered the wrong shipping address. Can you fix it?

Yes, as long as the order has not shipped. Contact us right away with the corrected address (missing apartment numbers and autofilled old addresses are the most common issues).

One exception: orders paid with PayPal must ship to the address on the order, so we cancel and refund those and you reorder with the correct address. Digital wallets such as Apple Pay and Google Pay often fill in an old address automatically, so please double check before paying. Once an order has shipped, the address can no longer be changed.

Why was my order cancelled?

The most common reasons an order is cancelled are:

1. You requested your order to be canceled.
2. We were not able to validate your shipping address. Missing apartment numbers and incorrectly formatted addresses are the most common reason we cancel orders.
3. We detected a high percentage the order is fraudulent. This includes payment cards issued outside the United States.
4. You are using an international or other type of forwarding service, which we do not allow.

Orders can also be cancelled when we have no way to reach you, for example when the email address on the order bounces, or when payment fails repeatedly. A full refund is issued for any cancelled order; correct the issue and place a new order.

Also, we do not offer subscriptions of any kind, so you will never see a recurring charge from us.

Shipping and Delivery

When will my order ship?

Every order is decanted fresh when you place it; nothing sits pre-filled on a shelf. Processing takes up to 3 business days, in rare cases 4, not counting weekends and federal holidays. Paid shipping options speed up transit time, not processing time. Typical time from order to delivery is 7 to 10 days.

Your order status will read Processing until the order is delivered. The shipment record on the order status page and the tracking email (sent the evening your order ships, so check your spam folder) are what show it is on the way.

My package has not moved in days. Is it lost?

USPS often skips scans at sorting hubs, so a package can go quiet for days and then suddenly show as delivered. Weather and holiday backlogs are also common. We do not consider a package lost until tracking has shown no update for about a week. At that point, contact us and we will investigate and take appropriate action depending on very specific circumstances, which may include shipping a replacement or refunding the order.

Tracking says delivered, but there is no package.

Check with household members and neighbors first, and give it a day or two. Carriers often scan a delivery early and the package turns up the next day.

If it still has not appeared after two days, contact us. We will open a USPS service request: the post office in your city receives the request and has up to three days to get in contact with us and let us know whether the delivery scan coordinates match the address on the package. If the package was mis-delivered, there is a good chance the driver can retrieve it and re-deliver it to the correct address. If the carrier cannot produce the package, we will send a replacement or refund the order. Cases where the carrier confirms delivery to the correct address are investigated and resolved individually.

Do you ship to Canada or internationally?

No. We ship within the United States only. We do not offer international shipping, including to Puerto Rico, Guam, and other territories, and orders placed to package forwarding addresses are cancelled. Hawaii and Alaska are served; choose USPS for those. PO Boxes are supported through USPS only.

I can't find my order and never received a confirmation email.

Confirmation and tracking emails are always sent. Check your spam or junk folder, and check whether a different or mistyped email address was used at checkout, which is the most common cause.

How do I track the status of my order?

Use the Order Status page linked at the bottom of the website with your order number and the email or phone number from the order. Guest orders do not have an account login, so the Order Status page is the way to check them; if you have an account, your orders are also listed under My Account.

What are the shipping options and costs?

We ship via USPS and UPS. All orders include complimentary insurance.

The order total after any discounts must stay above the threshold to qualify for free shipping.

My package is being returned to sender.

Once the package arrives back to us it is inspected. If the label or the carrier was at fault, we reship it. If the address on the order was the problem, we refund the order. When an incorrect address was entered at checkout, we are not able to refund or replace anything until the package makes it back to us.

I paid for faster shipping and the order still has not shipped.

Paid shipping buys faster transit, not faster processing (see When will my order ship above), and carrier delivery dates are estimates outside our control once the package leaves, affected by factors such as weather or network disruptions.

Can I pick up my order?

No. All orders ship. There is no storefront and no local pickup; the facility is not open to the public.

Why does my delivery require a signature?

Orders of $150 or more automatically include signature on delivery at no charge, for your protection. Below that, signature verification can be added at checkout for $2.99.

The requirement cannot be removed after shipment. A package held for signature can be collected at your local post office with identification, otherwise it returns to us after about 7 to 10 days and is refunded.

Payment and Checkout

I was charged, but got no confirmation and no order. Was I double charged?

If checkout showed an error (usually about an invalid zip code), the transaction failed. What you see on your card is a temporary authorization, not a charge. It never posts and disappears on its own within a few days. Only a successful order produces a confirmation email and an order number; if you received those, your order went through and any extra pending amount will drop off.

The usual cause is a billing address that does not match what your bank has on file, often auto-filled by Apple Pay or Google Pay. Correct the billing address and try again.

Why does my payment keep declining?

We sell within the United States only: a US billing address, a US issued card, and a US location are all required. Cards issued outside the US, foreign PayPal accounts, and orders placed from abroad are declined automatically. Prepaid US Visa cards work. PayPal must be a US account; card payments are processed by Stripe.

Problems with Your Order

My decant arrived broken, leaked, empty, or with a faulty sprayer.

Contact us with your order number (a photo helps). We replace damaged, leaked, empty, and defective items free of charge, and that includes replacement sprayer tops and labels. Transit damage and glass defects are our problem, not yours.

I think I received the wrong fragrance.

Contact us. We will send a replacement, usually along with a prepaid return label for the decant in question so we can verify what happened and trace it to the team member who filled it (the thank you card in your order names who decanted it).

An item is missing from my box.

Check the red crinkle packing paper first; small vials get caught in it constantly. An item crossed out on the packing slip was out of stock and has already been refunded, with an email sent when your order shipped. If an item is genuinely missing, contact us and we will send a replacement.

Can I return my order if I don't like the scent?

No. Decants are custom made cosmetic products that cannot be resold, so once the shipping package has been opened, all sales are final and we cannot refund a fragrance for personal preference. Sampling small sizes before committing to a full bottle is exactly what decants are for, and skin chemistry varies from person to person.

If your shipping package is still unopened, you can return it for a full refund: refuse the shipment or contact us for a return label, and the refund is issued once the package is returned and inspected (see Can I cancel my order at the top of this page). In the rare case a return is authorized to verify a wrong item claim, the refund is issued after the package arrives back to us using the prepaid label we provide.

Stock and Availability

When will a fragrance be back in stock?

Sign up for the back in stock email notification on the product page and you will be emailed the moment it returns. Those signups are also how we decide what to restock first. Discontinued fragrances are offered in small sizes while our remaining supply lasts and may not return.

If an item in an order you already placed sells out, it is refunded when the order ships and the rest of the order ships as normal. Orders are not held for restocks and items are not substituted.

Can you carry a brand or fragrance I want?

Send the request through the Contact Us page. Requests are logged, and repeated requests for the same fragrance carry real weight in what we add next. The catalog grows deliberately, so we cannot promise dates.

The site says In Stock but there is no Add to Cart button.

That usually means the item is actually out of stock and the listing has not caught up yet. Please report it through the Contact Us page; it gets corrected quickly, and the back in stock notification signup takes its place.

Products and Authenticity

My bottle looks half empty. Was I shorted?

No. The 1ml, 2ml, and 3ml sizes all ship in the same 3ml spray bottle so that every size comes with a sprayer. Each size is measured with a medical syringe (1cc equals 1ml), so a 1ml order fills the bottle one third of the way by design. The fill lines and spray counts are printed on the card included with every order and shown on each product page under the Our Bottles tab.

Do you sell full size bottles or decanting supplies?

No. We sell decants only, and 10ml is our largest size. Empty bottles, caps, and decanting supplies are not sold. Decant bottles are designed for sampling over weeks or months, not for long term storage; for keeping a fragrance long term, the original manufacturer bottle seals best.

Which batch or version of the fragrance will I receive?

Our inventory cycles every few months and is stored climate controlled, so you always receive a recent batch. Contact us and we will give you the batch code of the bottle currently being decanted, which you can look up on a batch code site to see its production date. We cannot trace batch codes for past orders because the bottles cycle through too quickly.

Are your fragrances authentic?

Yes, 100 percent. Every fragrance is purchased from authorized distributors, department stores, or the brand directly, and decanted straight from the original bottle. Nothing is ever diluted. We hold a 4.9 out of 5 rating on Trustpilot across more than 1,200 verified reviews and are listed as a trusted decanter on the r/fragrance community wiki, which has millions of members.

How are decants labeled and packaged?

Every decant carries a professionally printed label with the brand, fragrance name, size, and your order number. Decants do not come in the brand's own bottle or box; we are not affiliated with or endorsed by any fragrance house. Orders of six or more decants ship in a cushioned style gift box, and smaller orders ship in a protective red padded envelope with every decant also sealed in its own bubble bag.

How do I know which concentration (EDT, EDP, Parfum) I am buying?

Every product page lists the concentration in the Breakdown tab.

Can you recommend a fragrance for me?

Fragrance is deeply personal, so we stay out of the recommendation business. Note listings on each product page, community reviews, YouTube fragrance influencers, and resources like Fragrantica are great guides, and sampling with decants is the safest way to find out what works on your skin.

Discounts, Rewards, and Reviews

Is there a discount code?

One: FIRST10, which gives 10 percent off your first order. It requires a registered account (guest checkout does not qualify) and is entered on the cart page under Discount codes and gift cards; it is not applied automatically. It works once per customer.

There are no other codes and no sales. Our prices are never inflated to make a discount look bigger, and codes found on third party coupon sites are fake.

How do reward points work?

Points accrue on every purchase, at 50 points per dollar of value, and are added when your order is delivered. Each approved product review earns one dollar in points. Redeem points near the top of the payment page during checkout; they are never applied automatically. Orders placed as a guest do not earn points.

I posted a product review. Where is it, and where are my points?

Reviews are approved by hand within one to two weeks to keep the content genuine, and points post when the review is approved. Review invitations are emailed a few days after delivery, and you can also leave a review anytime from the product page with a registered account. Product impressions belong in site reviews; feedback about us as a company is welcome on Trustpilot.

Account and Website

I can't log into my account.

Use the forgot password link on the login page first. If the reset email never arrives or the account does not seem to exist, check whether you signed up under a different email address, and contact us if you are still stuck.

Note that checking out as a guest does not create an account, so there is nothing to log into; to check on a guest order, use the Order Status page.

I found a problem on the website.

Please tell us through the Contact Us page, with the page and what happened. Reported issues are usually corrected within a day.

About Decant House

How do I reach you?

Through the Contact Us page, or by phone at 954.289.1222. Every email is answered within 24 hours.