Customer Care
Clear answers. Honest policies.
Everything you need to know about ordering from 11M Fragrances — our refund policy, delivery, authenticity, and the questions we hear most often.
Fairness, with fragrance integrity in mind.
Because fragrances are personal-care products, all decants and perfumes are prepared fresh and sealed for hygiene. For the safety of every customer, opened or used fragrances cannot be restocked or resold.
That said, we stand fully behind what we ship. If something arrives damaged, incorrect, or not as described, we will make it right — quickly and without fuss.
What qualifies for a refund or replacement
- Item arrived damaged, leaking, or broken in transit
- You received the wrong fragrance or wrong size
- Item is missing from your delivered order
- Product is verifiably not authentic — full refund, no questions
What does not qualify
- Change of mind after the seal is opened or product is used
- Disliking a scent that was accurately described — we recommend starting with a smaller decant
- Damage caused after delivery (heat, sunlight, mishandling)
- Claims made more than 48 hours after delivery
Timeframe
Report any issue within 48 hours of delivery. Claims submitted within this window are eligible for a replacement, store credit, or refund depending on the situation.
Approved refunds are processed within 3–5 business days to your original payment method (Mobile Money or bank transfer).
Order cancellations
Orders can be cancelled for a full refund before they are dispatched. Once an order has shipped, it follows the standard policy above.
Custom or personalized curations (e.g. bespoke discovery sets) cannot be cancelled once preparation has begun.
How to make a claim — three simple steps.
Contact us within 48 hours
Reach us on WhatsApp or Instagram with your order number as soon as you notice the issue.
Share photos or video
Send clear photos of the item, packaging, and any damage. An unboxing video helps us resolve claims instantly.
We make it right
Once verified, choose a replacement, store credit, or refund. Most claims are resolved within 24 hours.
Our promise: every decant is poured from a verified authentic bottle, sealed, and packaged with care. If we ever fall short of that standard, we will fix it — no fine print, no runaround.
Asked often, answered honestly.
Can't find what you're looking for? Message us on WhatsApp — a real person replies, usually within the hour.
Authenticity & Products
Are your fragrances 100% authentic?
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Yes — without exception. Every decant is poured directly from an original, verified bottle sourced from authorized retailers and trusted distributors. We never sell clones, "inspired by" oils, or imitations. If a product is ever proven inauthentic, you receive a full refund.
What exactly is a decant?
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A decant is a smaller portion of a genuine fragrance, carefully transferred from the original bottle into a high-quality travel-size atomizer. It is the exact same juice — same scent, same performance — just in a smaller, more affordable format. It is the smartest way to experience luxury perfumery without blind-buying a full bottle.
How long does a decant last?
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A 5ml decant gives roughly 50–70 sprays — about 2–4 weeks of daily wear. A 10ml lasts twice that. Stored properly (cool, dark place, away from sunlight and heat), the fragrance keeps its quality for years, just like the original bottle.
Do decants smell different from the full bottle?
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No. The fragrance is identical — it comes straight from the original bottle. Atomizer sprayers can diffuse slightly differently from the original nozzle, but the scent, notes, and longevity are exactly the same.
Ordering & Delivery
How do I place an order?
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Order directly through our Instagram or WhatsApp. Tell us the fragrance and size you want — or describe the kind of scent you're looking for, and we'll recommend options that fit your style and budget.
How long does delivery take?
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Within Accra: typically same-day or next-day delivery. Other regions in Ghana: 1–3 business days via trusted courier. You'll receive updates from the moment your order is dispatched.
Do you deliver outside Ghana?
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We're working on it. International shipping for fragrances involves special carrier requirements, and we're building partnerships to make this seamless. Follow us on Instagram for the announcement.
What payment methods do you accept?
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Mobile Money (MTN MoMo, Telecel Cash, AT Money) and bank transfer. Payment confirms your order and reserves your fragrance.
Choosing a Scent
I'm new to fragrances. Where do I start?
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Start with a conversation — tell us your style, the occasions you dress for, and scents you've liked before. We'll recommend 2–3 decants to try. Many customers begin with a discovery set: a small curation across different scent families to find what truly suits them.
Can you recommend a scent for a specific occasion?
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Absolutely — that's our specialty. Office-safe signatures, date-night statements, wedding scents, gym-fresh everyday wear — tell us the occasion and we'll match you with options that perform beautifully in Ghana's climate.
What is the Monthly Fragrance Club?
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A subscription that delivers a new curation of premium decants to you every month — selected around a theme, a season, or your personal profile. It's the most affordable way to continuously explore niche and designer perfumery. Message us to join the waitlist.
Do you offer gifts or gift packaging?
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Yes. Every order ships in our premium packaging, and we offer gift wrapping with a handwritten note on request — at no extra charge. Decant gift sets are a favorite for birthdays and anniversaries.
Returns & Issues
My order arrived damaged. What do I do?
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Contact us on WhatsApp within 48 hours with photos of the item and packaging. Once verified, we'll send a replacement or refund you — whichever you prefer. See our full refund policy above.
Can I return a fragrance if I don't like the scent?
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For hygiene reasons, opened fragrances can't be returned — this protects every customer. It's exactly why we exist, though: try a 3ml or 5ml decant first, fall in love, then commit to more. If a scent was inaccurately described by us, we'll make it right with store credit.
How long do refunds take?
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Once approved, refunds are processed within 3–5 business days to your Mobile Money or bank account. Store credit is issued instantly and never expires.