QUESTIONS & ANSWERS
Have a question? Here are the answers our customers ask most often.
Can't find the answer to your question? Our customer service team will be happy to help you. You can write to us at shop@etatlibredorange.com.
DELIVERY & ORDER
How do I know if my order has been confirmed?
Once your order has been confirmed, an order confirmation email will be sent to the email address provided at checkout. If it is not in your inbox, please be sure to check your spam or junk folder. Still can't find it?Contact our customer service team at shop@etatlibredorange.com,we’ll be happy to help.
Where do you ship?
From our website etatlibredorange.com, we mainly ship to Europe and worldwide. Please note that the delivery cannot, in any event, be made to hotels or to PO boxes.
For North America shipping (USA and Canada), please go to www.us.etatlibredorange.com.
What are the delivery costs?
France shipping:
Four Free States of Orange : 1€
Any other purchase : Free
Europe shipping (including UK):
Four Free States of Orange : 2.50€
Any other purchase : 7.50€
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Germany, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Saint-Marin, Slovakia, Slovenia, Spain, Sweden, Vatican.
International shipping: 15€
Albania, Andorra, Armenia, Bosnia, DOM-TOM, Georgia, Iceland, Moldova, Montenegro, Macedonia, Norway, Serbia, Switzerland.
How long does delivery take?
Orders are typically processed within 1- 3 business days. Once your order has been shipped, delivery times vary depending on your location and selected shipping method.
Europe:
Standard Delivery: 5 -7 business days
Express Delivery: 3 - 5 business days
International:
Standard Delivery: 7-14 business days
Express Delivery: 5 -7 business days
Do you ship on weekends or on public holidays?
Orders are processed and shipped on business days only, excluding weekends and public holidays. Any orders placed during weekends, or public holidays will be processed on the next available business day.
How can I track my order?
Once your order is dispatched,we’ll send you a personalized email with a tracking link so you can follow your fragrance every step of the way. If you have any questions or need assistance while your order is on its journey, our customer care team is always happy to help at shop@etatlibredorange.com
What are the different payment methods?
We offer a wide range of secure payment methods to make your shopping experience as convenient as possible. The following payment options are available on our website.
- Credit & Debit Cards: Visa, Mastercard, Amercian Express.
- Klarna - Pay in 3 installments (available in 12 countries: Portugal, Italy, Spain, Norway, Sweden, Denmark, Germany, Finland, Netherlands, France, Belgium, Austria)
- PayPal
- Apple Pay (available when using an Apple Device)
- Local payment methods: Bancontact (Belgium), iDeal (Netherlands), SOFORT.
All payments are processed securely to ensure your personal and payment information is fully protected.
Has your payment been declined?
If your payment has not been success fully validated, we kindly recommend contacting your bank for further assistance. You may also try a different payment method, switching to another browser or place your order using private or incognito browsing.
How can I modify or cancel my online order?
If you wish to modify or cancel your order, please contact us as soon as possible at shop@etatlibredorange.com. We will do our best to accommodate your request before your order is shipped. Once it is shipped, we won’t be able to make any changes, but we will guide you through our return process if needed.
RETURN & EXCHANGE
Can I return or exchange perfume?
Yes, you may return or exchange your product within 30 days as long as the product has not been opened, unwrapped or used.
To make it easier for you to try a fragrance before committing to the full- size bottle, we include a sample of your chosen perfume with every order. (Please note that this does not apply to Attaquer le Soleil, Sécretions Magnifiques and The Afternoon of a Faun).
How do I request a return?
To request a return, please contact our customer service team with your order details. We will guide you through the return process and provide any instructions you need to send the product back safely.
Is return shipping costs covered?
Return shipping costs are generally the responsibility of the customer, unless the return is due to faulty or incorrect items. In such cases, we gladly cover the return shipping.
We recommend contacting our customer service team before sending a return so we can provide guidance and ensure your return is handled smoothly.
How long do I have to return an item?
You may return an item within 30 days from the date you receive your order. During the holiday season, from November through the end of December, we extend this period to 60 days to give you extra flexibility.
How long does it take to receive my refund?
Once your returned product is received and inspected, refunds are typically processed within 5 – 10 business days. The amount will be refunded to your original payment method.
Can I return a gift?
Yes! Gifts may be returned or exchanged within 30 days, provided they are unopened and in their original packaging. Please contact shop@etatlibredorange.com and include the gift receipt if available.
Can I return or exchange international orders?
Yes, International returns and exchanges are accepted. Shipping costs for returns are the responsibility of the customer unless the item is damaged or sent incorrectly.
PRODUCTS
How can I discover your fragrances if I do not live where you have a point of sale?
Can’t visit us in person? You can still explore our fragrances at home with our Discovery Kit and enjoy a 25€ voucher for your next 100ml fragrance as a special treat.
Where are your products made?
Our products are made in France.
Are your products vegan?
We use only vegan raw materials in our formula but we cannot offer a certificate to officially declare that we produce vegan products.We are cruelty free and we do not use animal extracts / raw materials. Also, the production of the raw materials we use in our fragrances is sustainable.
Are your fragrance bottles reusable?
For now, we do not reuse our fragrance bottles.
Are your fragrances for women or men?
Our products are unisex, but you can still check the gender balance on each product page to learn if the fragrance is generally considered more feminine or masculine.
Where should I spray my fragrance?
You are free to spray your fragrance wherever you want (except in your eyes!)
For the best effect, we recommend applying it to areas where your body naturally moves and radiates warmth: your neck, wrists, arms and even behind your knees.
These “pulse points” help your scent come alive throughout the day.
Want your fragrance to linger even longer? A light mist in your hair works beautifully, creating a soft, lasting trail wherever you go.
One last tip: avoid applying perfume right before prolonged sun exposure, as it may cause skin sensitivity.
How should I store my fragrance?
We recommend that you protect your fragrance from heat, steam and light for a better conservation. Ideally, it’s best to keep your fragrance in a closet. For more information, you can go to our dedicated page.
If my fragrance changes color, is this normal?
Since we do not use a lot of stabilisers, changes in color are due to molecular reactions. But the formula remains the same, so this does not affect the scent.
Are your perfumes long-lasting?
Our fragrances are made with high-quality raw materials and concentrated formulas designed for lasting presence. Longevity may vary depending on skin type and environment.
How long do État Libre d’Orange candles last?
Burn time varies by candle size, fragrance, and usage, but on average our candles last between 40–60 hours for standard sizes.
Are the candles scented with the same fragrances as your perfumes?
Some candles reinterpret iconic État Libre d’Orange scents, while others are exclusive creations designed specifically for home fragrance.
Are all products available on the website?
Yes.All of our currently available products are listed on the website. If an item is not visible, it is either temporarily out of stock or no longer available.
Do you offer samples?
We don’t send free samples on request, but there are plenty of ways to discover our fragrances. Our discovery sets are designed for exploration, and samples may also be available with purchases or through selected boutiques and retail partners.
What sizes are available?
Our fragrances come in 2 sizes designed to suit every scent lover:
Classic Collection: Available in 50ml and 100ml.
Extraordinary Collection: Available in 100ml.
DISCOVERY KIT & SAMPLES
How do I use my voucher code?
After purchasing Discovery Kit, you’ll receive a €25 voucher code by email. If you don’t see it, be sure to check your spam folder or contact our customer service for help. The voucher can be used on your next order with a minimum value of €105.
To use it, go to etatlibredorange.com, choose your favorite fragrance and add it to your cart. When you proceed to checkout, enter your voucher code in the dedicated field on the right-hand side of the order summary. Then, the €25-voucher will be automatically deducted from your total.
Please note that the voucher is valid for two months from the date of your Discovery Kit purchase.
How long is my voucher code available?
Your voucher code is valid for 2 months from the date of purchase of your discovery kit.
Can I buy another Discovery Kit with my voucher?
Voucher codes can’t be used to purchase another discovery kit.They’re valid for a minimum purchase value of €105.
Are discovery sets or samples eligible for return?
Discovery sets, samples and any promotional item/gift with purchase are final sale and cannot be returned unless they arrive damaged or incorrect.
OUR SHOPS
Do you have a physical store? Where is your store located?
Yes. We have 2 Parisian shops :
- In the 3rd district : 69 Rue des Archives, Paris
- In the 7th district : 80 Rue des Saints-Pères, Paris
We have a shop in Shenzen, in MixC mall.
Each location offers a full in-store experience where you can explore and discover Etat Libre d’Orange fragrances.
Do you offer tax-free shopping for tourists?
Yes. International visitors can enjoy tax-free shopping in our store. Please bringyour passport and our team will guide you through simple processs you can take home your favorite Etat Libre d’Orange fragrances without the added VAT.
Do I need an appointment to visit the store ?
No appointment is required. You’re welcome to drop by anytime during our opening hours to explore and experience our Etat Libre d’Orange fragrances at your own pace.
Do you offer gift wrapping or boutique gift services?
Yes. We offer elegant boutique gift wrapping to make your Etat Libre d’Orange purchase ready for gifting; whether it’s for someone special or a treat for yourself.
Can online purchases be returned in- store ?
No. Online purchases cannot be returned or exchanged in our physical store.
Can I buy gift cards at the store?
No. Gifts cards are available online only and cannot be purchased in store. We invite you to visit our website to purchase a digital gift card at your convenience.
I have not found an answer to my question here. How can I contact you?
Our customer service team is always ready to help you. You can write to us at shop@etatlibredorange.com.
