Frequently asked questions · DS Perfumería
We answer your questions so you can shop with peace of mind at DS Perfumería.
Shopping at DS Perfumería
How do I buy on the website?
Find your perfume, select your preferred size and add it to your cart. Then enter your details, check the delivery address and choose a payment method. Before completing your order, make sure the product and quantity are correct.
How do I know whether a perfume is available?
Check availability for your preferred size on the product page. If it is sold out or you cannot find a fragrance, contact us to ask about a possible restock.
Are your perfumes authentic?
DS Perfumería offers authentic perfumes. For decants, the perfume is taken from the original bottle and packaged by our store in a small atomizer.
How can I tell whether I am buying a full bottle or a decant?
Before adding to your cart, check the selected size and number of milliliters. The image may show the original bottle as a fragrance reference; if you select a decant, you will receive a small atomizer with the stated quantity, not the bottle in the photograph.
Can you help me choose before buying?
Of course! Tell us which scents you enjoy, your climate, the occasion and your budget. We offer straightforward guidance to help you find options that suit you.
Which payment methods do you accept?
At checkout, you will see the payment methods enabled for your order. Choose your preferred option before confirming payment.
Can I pay in installments?
When financing options are enabled, you can view them at checkout. Approval, installments and costs depend on the financial provider. Check its terms before confirming your purchase.
How do I know whether my order is confirmed?
Look for the order confirmation in the email address used at checkout. If you cannot find it, check your spam folder or contact us with the name and email registered on the order.
What should I do if my payment is declined or pending?
Check the transaction status with your payment provider. If you have been charged but have not received order confirmation, contact us before trying to pay again. Never share passwords, verification codes or your full card details.
Shipping and delivery
Do you ship to my city?
We ship nationwide in Colombia. For rural or hard-to-reach addresses, contact us to confirm coverage and delivery conditions.
How much does shipping cost?
The cost depends on the destination and order conditions. You can see it at checkout before completing your purchase. Shipping promotions will state their applicable conditions.
How long will my order take to arrive?
Order preparation can take up to 48 business hours after payment confirmation. Once dispatched, nationwide delivery takes approximately 3 to 5 business days, depending on the destination. These are separate stages, and times may vary with location and carrier operations.
Do you deliver in Cartagena?
Yes, we deliver in Cartagena. Contact us on WhatsApp to check address coverage and delivery availability. For office deliveries, tell us the receiving hours so we can coordinate delivery.
How can I track my order?
Once dispatched, your order notifications will show the available tracking information. If you cannot find the tracking number or link, contact us with your order number. For local deliveries, we will explain how receipt is coordinated.
What should I do if my order does not arrive within the estimated time?
Contact us with your order number. We will check the shipment status and explain the next steps to resolve the issue.
Can I correct my address or change my order?
Message us as soon as possible with your order number and the change you need. We will check whether it is still possible based on preparation or dispatch status. We cannot confirm a change until we have checked.
Can I send a perfume as a gift to someone else?
You can enter the recipient's details and address when ordering. For gift wrapping or a special message, ask about availability and any cost before completing your purchase.
Exchanges and after-sales support
What should I do if I receive the wrong product, a damaged item or a leaking bottle?
Contact us on WhatsApp or at comercial@dsperfumeria.com with your order number and a description of the issue. If possible, attach photos of the product and packaging to help our review. Keep the items received while we guide you through the solution.
Can I exchange or return a perfume?
Conditions depend on the reason for your request, the product's condition and applicable rules. Check our Exchanges and Returns Policy or contact us so we can review your case.
Do decants have the same exchange conditions as full bottles?
Decants have specific conditions because they are repackaged portions and for hygiene reasons. Check our exchanges and returns policy and contact us about your case. If you receive the wrong decant, a leaking one or one with a defect, contact us to review the issue.
What if the perfume does not smell as I expected?
A fragrance may smell different from what you imagined or how it smelled on someone else. If you have concerns about the item received, contact us. To discover a scent before choosing the full bottle, you can start with a decant. Exchange and return requests are reviewed under our policy and applicable rules.
How do I request an order cancellation?
Contact us on WhatsApp or at comercial@dsperfumeria.com and provide your order number. We will check its status and explain the available options and conditions.
How is a refund processed when applicable?
Once eligibility is confirmed, we will tell you the refund method and applicable timeframe. The time until funds appear may depend on the bank or payment provider.
How can I contact DS Perfumería?
Message us on WhatsApp at +57 312 331 3753 or email comercial@dsperfumeria.com. Use these channels to check our current service hours in Colombia time. For purchase-related questions, include your order number so we can assist you more easily.
How is my personal data used?
Check our Privacy and Personal Data Processing Policy. It explains how we use your information, how to exercise your rights and how to contact us about data processing.