Refund policy
Shipping & Returns Policy
Last updated: July 8, 2026
This Shipping & Returns Policy applies to all purchases made through the official Quimbaya website.
Quimbaya is a perfume brand based in the Netherlands. We process every order with care and in accordance with applicable Dutch and European consumer protection laws.
1. Shipping
Orders are processed after full payment has been successfully received.
We aim to dispatch all orders within 1 to 3 business days, unless a different processing time is stated on the relevant product page, during checkout or in your order confirmation.
Delivery times vary depending on the destination country, shipping method selected, customs processing and the carrier. Any delivery times provided are estimates only and cannot be guaranteed unless expressly agreed otherwise.
Once your order has been dispatched, you will receive shipping confirmation and tracking information where available.
2. Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
Quimbaya is not responsible for delays, failed deliveries, lost parcels or additional costs resulting from incorrect, incomplete or outdated shipping information supplied by the customer.
If an order is returned because the delivery address was incorrect, the parcel was refused, or the shipment was not collected, additional shipping costs may apply before the order can be resent.
3. Shipping Costs
Shipping costs are displayed during checkout before payment is completed.
Shipping charges may vary depending on the destination country, shipping method, parcel weight and carrier.
If a customer validly exercises their legal right of withdrawal, only the cost of Quimbaya’s standard delivery option will be refunded where required by applicable law.
4. International Shipping, Customs & Import Charges
Orders shipped outside the Netherlands or outside the European Union may be subject to customs duties, import taxes, VAT, handling fees or other local government charges.
Unless expressly stated otherwise during checkout, these charges are the responsibility of the customer.
Quimbaya is not responsible for customs clearance delays, import restrictions or additional charges imposed by local authorities.
5. Perfume Shipping Restrictions
Perfume contains alcohol and may be classified as a regulated product for transport.
Quimbaya only ships perfume to destinations where transportation is legally permitted by our shipping partners.
If we are unable to ship an order due to legal restrictions, customs regulations or carrier limitations, we reserve the right to cancel the order and issue a full refund.
6. Right of Withdrawal (European Union Consumers)
If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days from the day you, or a third party appointed by you (other than the carrier), receives your order.
You do not need to provide a reason for cancelling your purchase.
To exercise your right of withdrawal, please notify us within the withdrawal period by emailing:
A clear statement informing us that you wish to withdraw from your purchase is sufficient.
7. Returning Your Order
After notifying us that you wish to withdraw from your purchase, you must return the goods within 14 days.
Returns should be sent to:
Quimbaya
Koningslaan 201
3067 TG Rotterdam
The Netherlands
Returned products should be packaged securely to prevent damage during transport.
We strongly recommend using a tracked and insured shipping service, as customers remain responsible for returned goods until they have been received by Quimbaya.
8. Return Conditions for Perfume
Due to health protection, hygiene and product safety, perfume may only be returned if:
- the product is completely unused;
- the bottle has not been opened;
- the original protective seal remains intact;
- the original packaging is complete and undamaged.
Returns cannot be accepted if:
- the protective seal has been broken or removed;
- the bottle has been opened;
- the fragrance has been sprayed or otherwise used;
- the original packaging is damaged, incomplete or missing;
- the product has been damaged after delivery due to customer handling.
Customers may inspect the outside of the packaging as they would in a physical retail store. However, the fragrance itself must remain unopened, sealed and unused in order to qualify for a return.
9. Products That Cannot Be Returned
Unless a product is faulty, damaged upon arrival or supplied incorrectly, we cannot accept returns of:
- opened perfume bottles;
- unsealed fragrances;
- used products;
- products without their original protective seal;
- personalised or customised products;
- gift cards;
- samples, testers or discovery sets once opened.
Nothing in this policy affects your statutory rights relating to defective or incorrectly supplied products.
10. Return Shipping Costs
Unless a return is due to our error or a defective product, customers are responsible for the direct cost of returning the goods.
Where required by law, Quimbaya will refund the original standard shipping costs associated with the order.
Additional charges paid for premium or expedited shipping services are not refundable.
11. Refunds
Once your returned goods have been received and inspected, any eligible refund will be processed within 14 days.
However, Quimbaya may delay issuing the refund until:
- the returned goods have been received; or
- you have provided proof that the goods have been returned,
whichever occurs first.
Refunds will be made using the same payment method used for the original purchase unless another method has been agreed.
Where permitted by law, Quimbaya may reduce the refund if the value of the returned goods has diminished due to handling beyond what is necessary to establish their nature, characteristics and functioning.
12. Damaged, Faulty or Incorrect Orders
If your order arrives damaged, defective, incomplete or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.
Email:
Please include:
- your order number;
- a description of the issue;
- photographs of the outer shipping box;
- photographs of the product;
- photographs showing any visible damage.
Please do not dispose of the product or packaging until your claim has been reviewed.
Where a claim is confirmed, Quimbaya will provide an appropriate remedy in accordance with applicable law, which may include a replacement, refund or another suitable solution.
13. Refused or Unclaimed Shipments
If a shipment is refused, not collected or returned to Quimbaya due to circumstances attributable to the customer, any reasonable return shipping costs, carrier charges or reshipping costs may be deducted from any refund where permitted by law.
If the customer requests that the order be shipped again, additional shipping charges may apply.
14. Lost Parcels
If a shipment appears to be lost during transit, Quimbaya will initiate an investigation with the shipping carrier.
A parcel will only be considered lost once the carrier has completed its investigation or officially confirms that the shipment cannot be located.
Where the customer is legally entitled to a remedy, Quimbaya will provide an appropriate solution in accordance with applicable law.
15. Contact Information
For any questions regarding shipping, returns or your right of withdrawal, please contact us.
Quimbaya
Email: hello@quimbaya.com
Business Address:
Koningslaan 201
3067 TG Rotterdam
The Netherlands
Telephone: +31 6 31 36 91 80
Chamber of Commerce (KvK): 88673618
VAT Number: NL004641481B85
16. Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from your purchase.)
To:
Quimbaya
Koningslaan 201
3067 TG Rotterdam
The Netherlands
Email: hello@quimbaya.com
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
Product(s):
Order Number:
Ordered On:
Received On:
Customer Name:
Customer Address:
Customer Email:
Date: