SHIPPING & RETURNS

All Nasomatto orders are processed and dispatched from our own warehouse within one to three business days. We ship exclusively via FedEx Express, ensuring fast, trackable delivery worldwide.

Once shipped, orders typically arrive within 1-2 business days across the European Union, and 2-5 business days for the rest of the world.

If your order has not been delivered within 30 days of payment, you are entitled to cancel free of charge and receive a full refund.

For questions about a delayed delivery, contact us at webstore@nasomatto.com. Issues with the delivered order itself, such as damaged or missing products, should be reported as soon as possible, and no later than 48 hours after delivery.

The exact shipping costs are calculated automatically and added to your cart based on your delivery address.

The Nasomatto web store offers free shipping on all orders over €100 to the following countries: Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Monaco, Netherlands, San Marino, Spain, and the United Kingdom.

For orders delivered to the United States, free shipping applies on orders over €200.

For all other countries, free shipping applies on orders of €300 or more.

Orders shipped outside the European Union may be subject to import duties and taxes, applied once your package reaches its destination country. These charges are set by your local customs authority and are not included in the price of your order. As the recipient, you are responsible for paying any additional fees required to clear customs.

Nasomatto is not responsible for these charges. We recommend checking with your local customs office for more information.

As the official Nasomatto web store we aim to ensure our customer's satisfaction. Returns may be requested in accordance with the conditions below.

Return Conditions

• This return policy applies only to items purchased directly through the official Nasomatto web store. Items purchased from third-party retailers or stockists must be returned in accordance with that retailer's own return policy.
• Returns must be requested within 14 days of delivery.
• Fragrances must be unopened and unused, with the seal intact, all original labels attached, and in their original packaging.
• The original invoice must be included with your return.

Because of the personal and hygienic nature of fragrance products, items with a broken seal or removed labels cannot be accepted for return. Returns that do not meet these requirements will be refused and returned to the customer.

Shipping & Responsibility

• Customers are responsible for arranging and covering the cost of return shipping.
• We are not responsible for loss or damage during return transit.

Refunds

• Refunds will be issued to the original purchaser within 14 days of receiving the returned item(s).
• Any additional duties and/or taxes are non-refundable.
• VAT (if applicable) will be included in the refund.

Exchanges

• Exchanges are subject to product availability.
• Faulty items will be exchanged for the same product, subject to availability.

Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, please contact our customer service team within 48 hours of delivery, with supporting photos, so we can resolve this quickly.

Faulty Items

Items that are defective due to a manufacturing fault are covered by your statutory legal guarantee rights, which apply for two years from delivery under EU consumer protection law. We ask that you report any fault as soon as possible, with supporting photos or video, so we can assess the issue. This guarantee covers manufacturing defects only and does not cover damage caused by misuse, mishandling, or accidental breakage after delivery.

How Do I Start a Return?

EU customers

You can start the return process here.

Non-EU customers

• Contact our customer service team within 14 days of receiving your order.
• Include your order number and reason for return in your request.
• Once your request is reviewed, you will receive return instructions via email.
• Carefully pack the item(s) in their original packaging, including all tags, the intact seal, and the original invoice.
• Ship the return using the instructions provided.

Returns must follow the provided instructions to be accepted.

Additional Information

• Items purchased online cannot be returned or exchanged in physical stores.
• Returns and exchanges are only accepted through our official webstore process.

If you have received a damaged or incorrect item, please contact our customer service team with supporting images for assistance.