FREE Shipping On Orders Over USD $60

FAQs

ORDERING & PAYMENT

1. 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.

2. 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.

3. Do you charge sales tax?
 Yes. Sales tax is calculated automatically at checkout based on your shipping address.

4. 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.

5. 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.

6. Is my payment information secure?
Absolutely. All transactions are SSL‑encrypted and handled by Shopify Payments, which is PCI‑DSS compliant.

SHIPPING & DELIVERY

1. 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.

2. 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).

3. 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.

4. Which carriers do you use?
 USA orders ship via UPS, USPS, or DHL. Canada orders ship via USPS.

5. 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.

6. 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

1. 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.

2. 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.

3. 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.

4. Which items are non‑returnable?
Perfume oils, air fresheners, deodorizers, creams, and other personal‑care products.

5. 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.

6. 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

1. Are your fragrances authentic?
Yes. Every Lattafa product is shipped directly from our U.S. warehouse.

2. 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.

3. How should I store my perfume?
Keep fragrances in a cool, dry place away from direct sunlight and extreme temperatures to preserve their quality.

4. 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

1. 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.

2. 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

3. 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.

4. 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.

5. 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.

6. 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.

7. Can I combine multiple coupons in one order?
 Only one coupon can be applied per order. Coupons cannot be stacked.

NEED MORE HELP?

1. How can I contact Customer Care?
 E‑mail us at scentlux@lattafa.com and our team will respond within 1 business day.

2. What are your support hours?
 Monday – Friday, 9 am – 5 pm EST (excluding U.S. national holidays).

3. Where can I track my order?
Use the tracking link in your shipment e‑mail or click “Track My Order” in the site footer.

 

UNITED STATES RESELLER POLICY

 By purchasing Lattafa products for resale, you agree to adhere to this Reseller Policy.

 In order to ensure Lattafa end-users are being provided a quality sales experience and customer support, Lattafa has established this Reseller Policy (the “Reseller Policy”).  Lattafa believes that its end-user customers are best served by having resellers who market Lattafa’s product assortment as premium brand products and who provide an outstanding level of service and support to their end-user customers.  

Lattafa has also determined that, in order to maintain and protect the viability of the Lattafa reseller network for its products, in order to protect the value associated with Lattafa’s brands in connection with its products, and in order to ensure high-quality support by resellers to end-users of those products, resellers must comply with the following terms and conditions:  

1. Internet Sales Prohibited. Resellers shall be prohibited from selling Lattafa products on the Internet unless they apply for and obtain prior written consent from Lattafa authorizing them to sell on the Internet and regulating the manner in which they sell online;
2. Trans-shipping. Resellers shall not transship products. Specifically, resellers shall not sell or transfer any Lattafa products to any person or entity for resale.  Resellers agree to restrict, cease, or limit the sale of Lattafa products to anyone at the request of Lattafa;
3. Geographic Sales Boundary. Resellers may only sell and advertise for sale Lattafa products within the United States of America. Lattafa hereby expressly prohibits resellers from soliciting or consummating sales outside of the United States of America;
4. Intellectual Property. The use of the intellectual property of Lattafa, including, but not limited to trademarks, tradenames, product images, marketing banners, and other digital assets, without written consent from Lattafa is prohibited;
5. Sales Practices. Resellers shall conduct their business in a reasonable and ethical manner at all times and shall neither engage in any deceptive, misleading, or unethical practices or advertising at any time, nor make any warranties or representations concerning the products except as expressly authorized by Lattafa. Resellers shall comply with any and all applicable laws, rules, regulations, and policies related to the advertising, sale and marketing of Lattafaproducts;
6. Quality Controls.  Resellers shall comply with all quality control standards, including, but not limited to, advertising, storage and shipping requirements, as announced from time to time by Lattafa;

7. Service. Resellers shall provide the highest level of customer service.  Resellers and their sales personnel shall be familiar with all Lattafaproducts marketed for sale and must obtain sufficient product knowledge to advise customers on the selection of the products, as well as any applicable warranty, guarantee or return policy;
8. Product Packaging. Resellers shall sell Lattafa products in their original packaging. Relabeling, repackaging (including the separation of bundled products or the bundling of separate products), and other alterations are not permitted. Tampering with, defacing, or otherwise altering any serial number, UPC code, batch or lot code, or other identifying information on products or their packaging is prohibited. Resellers shall not remove, translate or modify the contents of any label or literature on or accompanying the products; and
9. Additional Terms and Conditions. Resellers agree to comply with the additional terms and conditions set forth by Lattafa from time to time, which may be changed by Lattafa in its sole discretion.

Lattafa reserves the right to update, amend or modify this Reseller Policy at any time. Unless otherwise provided, such amendments will take effect immediately, and a reseller’s continued use, advertising, offering for sale, or sale of the products will be deemed reseller’s acceptance of the amendments.

If Lattafa determines that a reseller is in violation of this Reseller Policy, Lattafa may take any and all appropriate legal action, including, but not limited to, refusing to accept orders from the reseller.

Any questions regarding this Reseller Policy must be emailed to: scentlux@lattafa.com

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