It is very important that upon delivery of an order, you check before signing for its receipt that the package is in perfect condition because sometimes, much to our regret, a package gets damaged during transportation and affects the items inside. Although this is not a common situation, these are exceptions that we cannot avoid.

If upon delivery of an order you notice that the package has been tampered with, opened or damaged, you should reject the order and contact us by telephone, chat or at the following email address help@perfumeriassanremo.es .

The procedure we then follow will be to ask the shipping company to open the order to check that the items inside are in perfect condition for subsequent delivery. Otherwise, we will proceed to cancel the order so that you can place it again.

If you accept an order that is not in perfect condition, you will lose your right to submit a complaint, because when you receive and sign the delivery, you accept the conditions in which it was delivered.Perfumerías San Remo is not responsible for the possible damages that the orders or items that we send you undergo due to tampering or breakage during shipment, so if you accept the delivery it will not be possible to submit a claim to the shipping company. 

If, however, the box arrives in perfect condition but the products inside are damaged, don't worry, we will immediately solve the problem for you.

It is important that you keep both the packaging and any damaged products, you should not throw them away or consume them until we have provided you with a response. It is also advisable that you take a photograph of the damaged items the packaging in the state in which they arrived and contact our Customer Service department as soon as possible so that we can proceed with its collection either to process a refund or replacement.