FAQ
General
How can I contact HOUSE OF ZIGGIMAY?
Contact us at info@houseofziggimay.com. We will respond to you in English or Danish within 24 hours, from Monday to Friday, 9:00 to 17:00 CET. The response time might be longer during weekends and holidays.
How do I get the latest information from HOUSE OF ZIGGIMAY?
Sign up for the newsletter in the shop. Subscribers hear about launches and news before anyone else.
We are also on Instagram as @HOUSEOFZIGGIMAY.
How do I unsubscribe from HOUSE OF ZIGGIMAY newsletter?
Every newsletter has an unsubscribe link. Click it and follow the instructions.
Orders
How will I know if my order came through?
After placing an order, you will receive a confirmation email to the registered email address. If you fail to receive an order confirmation after placing an order, please check your junk folder or contact us at info@houseofziggimay.com.
Can I change my order?
If you change your mind about something, please contact us as soon as possible at info@houseofziggimay.com, and we will try to help you out. Always refer to your order number when contacting us.
An order cannot be changed after it has been shipped.
Can I cancel my order?
If you change your mind about an order, please contact us as soon as possible at info@houseofziggimay.com. The order cannot be cancelled once it has been shipped.
If it has already shipped, you can still use your 14 day right of withdrawal. Tell us within 14 days of receiving the order that you want to return it, then send it back within 14 days of telling us.
Can I change my shipping details?
Please contact us at info@houseofziggimay.com and provide us with the order number and correct address. As long as the order has not been shipped, we can change the address for you.
But it is always a good idea to keep your shipping details up to date in your account settings.
Can I make changes to an order already placed?
If your order is already placed, please contact us at info@houseofziggimay.com, to check if it is possible to add items.
Shipping & Delivery
Where do you ship from?
We ship from Denmark
What countries do you ship to?
We ship to Denmark, Switzerland and every EU country: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
A few areas sit outside the routes we ship on, mostly islands and destinations away from the mainland. If the checkout will not offer you a delivery option, your address is fine and that is the reason. Write to info@houseofziggimay.com and we will quote you for it.
Perfume is flammable, so it always travels by road rather than air.
Can I track my order?
We use tracked shipping methods and you can check the status of your package at any time using the link in your shipping notification email you receive once your parcel has left our lab.
How long does it take for my order to arrive?
All orders will be delivered within 2-3 days from the day you receive your shipping confirmation. Delivery to rural addresses may result in longer delivery times. The carrier is named in your shipping confirmation.
Your parcel is normally delivered straight to your door. If the parcel cannot be delivered it will either be taken to a service point for pickup or a second delivery attempt will be made the day after.
In some countries, you will be contacted before delivery in order to confirm your preferred delivery method. In this case, you could choose to have your parcel delivered straight to a service point, to a neighbor, left in a safe place or select a different day of delivery.
We can use a different shipping method at times.
How much does it cost shipping orders?
All prices are in Danish kroner, and that is what you are charged wherever you are.
Denmark 56.25 DKK, and free on orders above 1050 DKK.
Rest of the EU and Switzerland from 87.50 DKK depending on the country.
Free delivery from 1050 DKK in Denmark; from 1500 DKK to Germany, Belgium, France, Poland and the Netherlands; from 2000 DKK to Sweden, Austria and Luxembourg; and from 2800 DKK to the rest of the EU. Orders to Cyprus, Greece, Malta and Switzerland always pay delivery.
The exact amount for your address is shown at checkout before you pay. As a guide: Germany, Belgium, France and Poland are 87.50 DKK, the Netherlands 100, Sweden 125, Austria and Luxembourg 137.50, most of the rest of the EU 175 to 187.50, and Cyprus, Greece, Malta and Switzerland 378.75.
Is TAX/VAT added to the price for my purchase?
For orders shipped to the countries listed below, orders are shipped on a Delivered Duty Paid (DDP) basis, meaning all taxes and duties are included in the final price. You will not owe any additional amount upon final delivery.
EU (all countries)
Switzerland is the only country we ship to that sits outside the EU. Orders there are shipped on a Delivery Duty Unpaid (DDU) basis, meaning that all taxes and duties are excluded in the final price. Your order may therefore be subject to local taxes and import duties, which are levied by your local customs authority or the used shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur, as these charges are imposed directly by the destination country and vary between countries. HOUSE OF ZIGGIMAY does not cover any such taxes, duties or related charges. Taxes and duties incurred on refused or unclaimed packages are not covered by HOUSE OF ZIGGIMAY.
Is my package insured?
HOUSE OF ZIGGIMAY insures each purchase from the time it enters transit until it is delivered to you. The parcel is our responsibility until it reaches you. If it arrives damaged, or does not arrive at all, tell us and we will put it right.
If you ask the carrier to leave it somewhere without anyone receiving it, on a doorstep or in a shed, we cannot be responsible for what happens to it after it is left there.
When will my order be shipped?
Your order will normally be packed and shipped within 2-3 business days from the time you place your order. When your order is dispatched, you will receive a shipping confirmation by email including all shipment details. We do not send any shipments during weekends or public holidays.
Can I collect my order at a parcel shop?
Yes. Choose Parcel shop at checkout and you can pick the shop yourself: type your address and you will see the ones nearest you, with opening hours and how far away they are.
It costs the same as home delivery and is free on the same order values. Available in Denmark, and in Austria, Belgium, Finland, France, Germany, Ireland, Luxembourg, the Netherlands, Poland and Sweden.
If you choose home delivery and nobody is in, the courier leaves the parcel at your nearest shop anyway and tells you where.
Do I get samples with a bottle?
Every full bottle comes with two 1.5 ml samples, and you choose which ones at checkout.
If you would rather try before buying a bottle at all, a Discovery Box holds five 1.5 ml samples for 295 DKK. A sample is enough for several proper wearings, which is what it takes to know whether a fragrance suits you.
Where can I smell the perfumes in person?
In Copenhagen, at The Barbershop, Dronningens Tværgade 5E, 1302 København K. It is a barbershop by day with a bar behind it, and the whole range stands in the glass cabinet with a tester of each fragrance. Ask for the testers when you are there; one press is enough. Anywhere else, the Discovery Box is the way to try them: a 1.5 ml sample of each fragrance for 295 DKK, sent to Denmark, Switzerland and every EU country.
Payments
What payment methods are accepted?
We accept Visa, Mastercard, American Express and Diners Club, and MobilePay, which is usually the quickest if you are in Denmark. On a phone, Apple Pay and Google Pay appear at the top of the checkout when your device offers them.
Stripe handles the payment, so your card number never reaches us and is never stored here.
Is it safe to use my credit card online?
We do not store card numbers. Stripe takes the payment and holds the card data, and Stripe is PCI certified.
The connection to this site is encrypted.
When will I be charged?
We capture the total amount when the order has been placed. If all items purchased are in stock, we will proceed with the packing and fulfil the order as soon as the shipment is ready. You will receive a confirmation email with all shipment details and tracking info after we have fulfilled the order.
If any items should be out of stock, we will refund you as soon as possible.
Why was my payment declined at checkout?
For all questions regarding payment problems, please contact your local bank or card issuer.
Returns & Exchanges
How do I return or exchange an item?
You are welcome to return any purchase within 14 days, whatever the reason. Tell us within 14 days of receiving your order, then send the goods back within 14 days of telling us.
You may handle a perfume the way you would in a shop: pick up the bottle, read the box. What you cannot do is break the seal. The bottles are sealed for hygiene, so once a seal is broken that perfume can no longer be returned. If something comes back handled beyond that and has lost value as a result, we may deduct that loss from your refund.
Exchanges
Exchanges are free of charge, whether you swap for a different size or a different perfume. We cover the return shipping and the shipping of the replacement. This applies to Danish customers. International customers cover their own return and exchange costs.
Refunds
If you would rather have your money back than an exchange, you can return any item for a refund. You cover the cost of sending it back. See Is the return shipment free? below for what that costs.
Free samples
Samples that came free with your order are part of that order. If you return the perfume, send the samples back unused too. If you would rather keep them, we deduct what they sell for, 65 DKK each, from your refund.
How to arrange it
Send us an email at info@houseofziggimay.com with your name, your order number, and which item you are returning. Tell us whether you want an exchange or a refund. A short note on why helps us improve, but you do not have to give a reason.
We will send you a return label and instructions. Please follow them, as it is what lets us match the parcel to your order.
When I ship a return or exchange back to you, how long will it take before it is processed?
Once you have shipped the return back to us, it usually takes about 5 to 7 business days before it reaches us. From Switzerland it can take longer, because the parcel clears customs on the way. We will process the return as quickly as possible after it has arrived. During busy periods (such as holidays), it may take longer time to process the returns.
If you have not received a return confirmation within 14 days from sending the return, please contact us at info@houseofziggimay.com
I have received a defective item, what to do?
If you receive anything damaged, please contact us at info@houseofziggimay.com as soon as possible. Place the item back in the box to avoid any added damages. Please always refer to your order number in your communication with us, along with photos of the damage and a description of the claim.
If the product is considered defective, HOUSE OF ZIGGIMAY will provide a replacement item or make a full refund including shipping costs, when the return of the claim is received.
The free 5 ml travel atomizer that comes with every bottle is covered too. They do leak now and then. If yours leaks, write to info@houseofziggimay.com and we will replace it.
I received a perfume as a gift, how can I return it?
If the gift was bought from us online, you can return it for an exchange within 14 days of the original delivery. We need the name of the person who bought it and the order number, and the item must be in its original condition with the seal intact.
A refund can only be paid to the person who placed the order, because the purchase agreement is with them. If they contact us within their own 14 day withdrawal period, they can ask for a refund instead of an exchange.
Is the return shipment free?
For Danish customers: we charge DKK 100 to cover return shipment for refunds. If you exchange an item for another perfume, we cover the shipping cost.
International customers cover all return costs.
Will I be refunded for the full amount and shipping costs of my order?
Yes. If you withdraw from the purchase within 14 days, we refund what you paid for the goods and the delivery cost you paid on the original order. If you chose a delivery option more expensive than our standard one, we refund the standard rate.
You pay the cost of sending the goods back. For Danish customers we charge DKK 100 for the return label and deduct it from the refund. International customers cover their own return shipping.
The refund is made using the same payment method you used at purchase.
When will I get my refund?
We issue the refund as soon as possible, and no later than 14 days after you tell us you are withdrawing from the purchase. We may hold the payment until the goods reach us, or until you show us proof that you have sent them.
Once processed, the money usually reaches your account within 5 business days, depending on your payment method. You will get a return confirmation email. The refund is made using the same payment method you used at purchase.
Questions about Perfume
What is the difference between eau de parfum, eau de toilette, and eau de cologne?
Eau de parfum, eau de toilette and eau de cologne are names for how much perfume oil is in the bottle, and that is what decides how long it stays with you and how close to the skin it sits. Ours are made between 10 and 20 per cent, which puts them in eau de parfum and parfum territory rather than anything lighter. The exact figure is not the same in every bottle, because some materials need room to open and others do not.
How should I apply perfume for the best effect?
On the pulse points: the wrists, the neck and behind the ears. Then leave it alone. Rubbing it into the skin can change the scent.
What factors affect the longevity of a perfume?
Skin type, temperature and storage all affect how long a fragrance lasts. Oily skin holds fragrance longer than dry skin, and slightly moisturised skin holds it noticeably better than dry.
Can I layer different fragrances together?
Yes. Two fragrances worn together can give you a scent of your own. It works best when they have something in common, a shared note or notes that sit well side by side. Try the pair on your wrist before you wear it for a whole day.
How long does a bottle of perfume last?
An unopened bottle stored properly keeps for years. An opened bottle is at its best for two to three years. Light and heat are what shorten that, so keep it somewhere cool and dark.
What is the “notes” breakdown in a perfume?
Most perfumes are built in three stages. The top notes are what you smell first, and they are the first to go. The middle notes, the heart, are the character of the perfume. The base notes stay longest on the skin. Not every perfume works this way: some are linear, which is the next question.
What does it mean for a perfume to have a linear composition?
It smells much the same from the moment you put it on until it has faded. There is no clear move from top notes to heart to base. The notes are there together from the start, and the perfume grows fainter rather than changing.
Do perfumes expire?
Yes, in the end. A perfume past its best changes colour, the scent shifts, or it simply smells off. How long that takes is under How long does a bottle of perfume last?
Can I return or exchange a perfume if I don’t like it?
Yes. You have 14 days from receiving your order to change your mind, whatever the reason. The seal must still be intact, since a perfume whose seal has been broken cannot be returned for hygiene reasons.
See How do I return or exchange an item? for the steps.
Are your perfumes cruelty-free?
Yes. Our perfumes are not tested on animals, and nor are the materials we buy to make them. If you need to know whether a particular fragrance is also free of animal-derived ingredients, write to us and we will tell you what is in it.
How should I store my perfumes?
Somewhere cool and dark, out of direct sunlight and away from places where the temperature swings. Keep the cap on, or the perfume evaporates.
Do you offer samples of your perfumes?
Yes. Every bottle comes with two free 1.5 ml samples, and you choose them at checkout. You can also buy samples one at a time, or all five together in the Discovery Box.
Are your perfumes suitable for people with allergies or sensitive skin?
They are generally fine on sensitive skin, but try a little on the inside of your arm before you wear one properly. Every perfume lists the registered allergens it contains.
Can I wear the same perfume in different seasons?
Yes. Many people wear lighter, floral scents in summer and richer, spicier ones in winter. That is habit, and you are free to ignore it.
What is the difference between synthetic and natural fragrances?
Natural materials come from plants or animals. Synthetic ones are made in a laboratory. Perfumers use both, and which you prefer comes down to taste and, for some people, ethics.
How can I remove the scent of a perfume if I want to switch fragrances?
Wash it off with unscented soap, or use an unscented lotion, and let what is left fade before you put on the next one.
What is the small atomizer in the box, and how do I fill it?
Every perfume box holds a small refillable travel atomizer as well as the bottle, and you fill it yourself from the bottle. Lift the fine mist top off the perfume bottle so the stem is exposed, press the traveller down onto it and pump until it is full, then cap it and take it with you. It refills as often as you like, so you can carry whichever fragrance you are wearing that week without carrying the full bottle.
- 1Lift the fine mist top off the bottle so the stem is exposed.
- 2Press the traveller down on the stem and pump until it is full.
- 3Cap it and take it with you. Refill it whenever you like.