Please see below for answers to some of our frequently asked questions.
What is the tracking number of my parcel ?
When your order is shipped, you will receive a tracking number via Email notification. This number is from the Shipping vendor and allows you to visit their website to track the status of your delivery.
Can I change my shipping address after placing an order?
We apologize, but we are unable to allow shipping address changes. If you wish to use a new address, please call the Customer Service Desk on +1-866-388-1956 or email us at firstname.lastname@example.org.
Can I return or exchange an item purchased online at one of your store locations?
No sorry, orders purchased online cannot be returned or exchanged at our boutiques or retail counters. To request a return please call our Customer Service Desk at (866) 388-1956 or email us at email@example.com.
If an item is purchased as a gift, can it be returned or exchanged?
Gift orders can only be exchanged for a different product, they cannot be returned or exchanged for store credit or cash.
Can I buy Frédéric Malle products in my country?
Our products are distributed globally, we invite you to view all our points of sale here.
We currently offer e-commerce services to customers in United States, United Kingdom, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Mainland France, French Overseas Departments and Territories, Germany, Hungary, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Norway, Romania, Netherlands, Poland, Portugal, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.
To order products online for one of these countries, use the country selector located in our footer to set the website to your shipping region.
We are always working on expanding our online shipping services, if you would like to be notified as soon as we have updates for your country, alongside ongoing product news, please register for our newsletter and select your Shipping Country from the list.
As always, we also look forward to hosting you in one of our boutiques at home, and around the globe.
Is gift wrapping available?
Complimentary gift wrapping is available for all orders, to request this please select Gift Wrapping at checkout. Each gift order is wrapped with our monogrammed wrapping paper and tied with a grosgrain ribbon.
If your item is marked as a gift during checkout, you will also have the option to include a personalized message with your order that will be handwritten on our elegant notecard stationery. If you prefer a blank notecard to write the message yourself, please write [PROVIDE BLANK CARD] in the message field.
Can I include a personalized message with my purchase?
Yes, it is possible to include an accompanying card for a gift order at checkout.
Will prices be shown on the invoice of my gift order?
If you would like the prices to be hidden from the invoice accompanying the delivery, please select ‘Gift Wrapping’ at checkout. These orders will arrive with an invoice that summarizes the items without pricing displayed. For your records, order receipts that are emailed upon completion of your order will include pricing regardless so please ensure an appropriate email address is entered.
Can I add a gift message after placing my order?
Unfortunately, if you did not select the gift option during checkout, we are unable to add a gift message after your order has been processed.
Can you help me find a gift for someone else?
We would be delighted to help with this special task. Please call our Customer Service team at 1-866-388-1956 where one of our perfume advisors will assist you.
When will my credit card be charged?
Your card will be charged when your order ships. Please note our site calculates estimates for tax and freight; you will only be charged the actual amount of your order when the order ships.
I am having an error processing my order on the website. How can I receive help with checkout?
Please contact our Customer Service Desk at 1-866-388-1956 or by emailing firstname.lastname@example.org where one of our Perfume Advisors would be happy to assist you in completing your order.
How do I figure out which fragrance is the right one for me?
The best way to determine the right fragrance is to discuss your preferences with one of our educated associates in our store locations. If you do not have access to a Frédéric Malle boutique or counter, you may fill out the online form, Find Your Signature, and one of our fragrance experts will send you suggestions based on analyzing your answers.
Are samples available online?
We offer complimentary samples to support your perfume discovery at checkout for eligible orders. Our perfume advisors also provide samples upon completion of our Find Your Signature consultation. Alternatively, you can order three samples online or visit one of our boutiques and retail locations as well. To find your nearest location, please visit our Store Locator.
What is find your signature and how does it work?
We have had the honor of guiding customers on their olfactive journeys since 2000, when Frederic Malle opened the first Editions de Parfums boutique.
We have been refining our signature Find Your Signature service in stores ever since, and are pleased to bring this to you online at our digital flagship. In order for us to calibrate your perfume profile, we ask that you provide short answers to a series of questions that have been carefully designed to reveal your signature scent.
Complete the Find Your Signature consultation online here.
Please allow 1-3 business days to receive your recommendation from one of our expert Perfume Advisors, who will be personally reviewing your responses.
Why are your home fragrances different from your perfumes?
Perfumes merge with the skin and generate a sense of sex appeal. Neither of these characteristics apply to the sort of scent that you want in a house, which should be beautiful, chic and comfortable. One does not feel the same attraction to a home as one does to a man or a woman.
What happens if a product is out of stock?
If an item is unavailable at the time of purchase, you will be notified and will not be able to add it to your cart. If an item becomes unavailable while it is in your cart, you will be notified at checkout and will not be charged for it.
What is a waitlisted item?
Occasionally for new launches we offer the opportunity for advance reservation online. We will notify you via email when the item becomes available on our webstore for purchase.
What is the benefit of an account on fredericmalle.com?
In addition to early notification of our new launches, the benefits of an Online Account include:
- Easy order status tracking.
- An Address book to expedite future orders.
- Invitations to private events and meet & greets with Frederic Malle.
- Shopping history with access to past online purchases.
You can update your profile information at any time by logging into your account here.
If you would like to create account, register here.
How do I reset my password?
Why do your prices vary for each perfume?
The suggested retail prices of our perfumes reflect our dedication to quality, safety and service. Suggested retail prices may differ based upon the cost of raw materials and concentration of the perfume.
The prices on fredericmalle.com are indicated in US dollars, excluding taxes and shipping costs unless otherwise noted. You will be charged the prices displayed on fredericmalle.com at the time your order is received, provided the goods ordered are available at that time.
What payment methods are accepted?
You can pay for your purchases with a credit or debit card: MasterCard®, Visa®, Diners Club®, Discover®, and American Express®. We also accept Paypal payments.
Your order will only be fulfilled once we have verified your payment method and received authorization to process your payment.
I have a question that was not answered here. How can I write to you?
We appreciate all feedback and enquiries. Please send us a message via the Contact Us page.