ORDERING & PAYMENT
Which payment methods do you accept?
Which payment methods do you accept?
We accept Visa, MasterCard, American Express, Diners Club, PayPal, Apple Pay, Google Pay, Amazon Pay, Shop Pay, and Interac (where available). All payments are processed securely through Shopify Payments.
Can I change or cancel my order after it’s placed?
Can I change or cancel my order after it’s placed?
Yes — email us within 1 hour of placing your order. After that, changes or cancellations are no longer guaranteed because your parcel may already be in transit.
Do you charge sales tax?
Do you charge sales tax?
Yes. Sales tax is calculated automatically at checkout based on your shipping address
How do promo codes and discounts work?
How do promo codes and discounts work?
Enter your code in the “Discount” box at checkout. Offers may have limits or expiry dates. Lattafa reserves the right to amend or withdraw promotions at any time.
Why was my order cancelled?
Why was my order cancelled?
Orders may be cancelled for suspected fraud, pricing errors, product unavailability, or violations of our Terms. Any charges will be fully refunded to your original payment method.
Is my payment information secure?
Is my payment information secure?
Absolutely. All transactions are SSL‑encrypted and handled by Shopify Payments, which is PCI‑DSS compliant.
SHIPPING & DELIVERY
Where do you ship?
Where do you ship?
We ship to the contiguous United States and Canada. We do not currently ship to Hawaii, Puerto Rico, or destinations outside the USA & Canada.
How long will delivery take?
How long will delivery take?
- USA: 2 – 5 business days
- Canada: 6 – 12 business days
- Orders leave our U.S. warehouse within one business day (Monday–Friday).
What are your shipping rates?
What are your shipping rates?
- USA: Free on orders over US $60, otherwise US $8.99 flat.
- Canada: Free on orders over US $100, otherwise US $12.99 flat.
Thresholds are calculated after discounts and before tax.
Which carriers do you use?
Which carriers do you use?
USA orders ship via UPS, USPS, or DHL. Canada orders ship via USPS.
Will I receive tracking information?
Will I receive tracking information?
Yes. You’ll receive automated e‑mails with a live tracking link when your order is placed, dispatched, and delivered.
What if my package says “Delivered” but I can’t find it?
What if my package says “Delivered” but I can’t find it?
Once a parcel is marked “Delivered,” responsibility for securing it transfers to the customer. Check with household members, neighbors, or the carrier. If you suspect theft, file a claim with the carrier and local authorities.
RETURNS & EXCHANGES
What is your return window?
What is your return window?
- Sealed, unopened fragrances: 7 days from delivery.
- Unsealed but unused fragrances: 3 days from delivery. The item must be in brand‑new condition with all original packaging.
How do I start a return?
How do I start a return?
E‑mail Customer Care with your order number and clear photos. If approved, we’ll e‑mail you a pre‑paid return label. Drop the parcel with the carrier within 7 days of label issuance.
Who pays return shipping?
Who pays return shipping?
Lattafa covers shipping if we sent the wrong or damaged item. For discretionary returns (change of mind, scent preference), the customer pays return postage.
Which items are non‑returnable?
Which items are non‑returnable?
Perfume oils, air fresheners, deodorizers, creams, and other personal‑care products.
Can I exchange a fragrance?
Can I exchange a fragrance?
Exchanges are possible only for the exact same product, size, and variant. If it’s unavailable, we’ll issue a refund so you can place a new order.
When will I receive my refund?
When will I receive my refund?
Once we inspect your return, refunds are issued to the original payment method or as store credit (with an extra 5 % bonus coupon) within 5 business days.
PRODUCT & AUTHENTICITY
Are your fragrances authentic?
Are your fragrances authentic?
Yes. Every Lattafa product is shipped directly from our U.S. warehouse.
Why does my bottle or packaging look slightly different?
Why does my bottle or packaging look slightly different?
Batch variations and digital‑screen differences can cause minor changes in color or packaging. The fragrance quality remains the same.
How should I store my perfume?
How should I store my perfume?
Keep fragrances in a cool, dry place away from direct sunlight and extreme temperatures to preserve their quality.
Do you offer samples or discovery sets?
Do you offer samples or discovery sets?
Not yet — but we’re working on it. Join our newsletter or follow us on Instagram for launch updates.
ACCOUNTS, REWARDS & REFERRALS
Why should I create a Lattafa account?
Why should I create a Lattafa account?
An account lets you track orders, save wish‑list items, and earn points through our Lattafa Rewards program.
How do I earn points?
How do I earn points?
- Sign‑up — 200 points
- Shopping — 5 points per US $1 spent
- Like on Facebook — 100 points
- Follow on TikTok — 100 points
- Follow on Instagram — 100 points
- Birthday bonus — 400 points
How can I redeem my points?
How can I redeem my points?
- US $5 off — 500 points
- US $10 off — 1000 points
- Free shipping — 1500 points
- 10 % off — 2000 points
- US $50 off — 5000 points
Redeem directly from your rewards dashboard once you’re logged in.
How does the referral program work?
How does the referral program work?
Share your unique link with a friend. They get a US $5 off coupon on their first order, and you get US $5 off once they complete that purchase.
Do points or coupons expire?
Do points or coupons expire?
Reward points never expire as long as your account remains active. Coupons issued from points or referrals expire 12 months after creation.
I forgot my password. What should I do?
I forgot my password. What should I do?
Click “Forgot Password” on the login page and follow the instructions to reset. Still need help? E‑mail hello@lattafa‑usa.com
Can I combine multiple coupons in one order?
Can I combine multiple coupons in one order?
Only one coupon can be applied per order. Coupons cannot be stacked.
NEED MORE HELP?
How can I contact Customer Care?
How can I contact Customer Care?
E‑mail us at support@lattafa-usa.com and our team will respond within 1 business day.
What are your support hours?
What are your support hours?
Monday – Friday, 9 am – 5 pm EST (excluding U.S. national holidays).
Where can I track my order?
Where can I track my order?
Use the tracking link in your shipment e‑mail or click “Track My Order” in the site footer.
