FREQUENTLY ASKED QUESTIONS
Find answers to common questions regarding orders, shipping, returns, payments, gifting and the UY fragrance experience.
ABOUT THE FRAGRANCES
Check out the closest shop in your area in the store finder or order your Discovery Set here and now.
UY perfumes are developed by UY Studio and produced in Germany. Our creative direction, scent concepts, and final olfactive decisions are led by UY Studio, while production are carried out by experienced specialists who meet professional fragrance and cosmetic production standards.
This allows us to combine our artistic vision with reliable German production, European craftsmanship, technical expertise, and consistent quality control.
UY perfumes are all gender. Wear the scent that feels like you. Always.
UY perfume production follows strict IFRA regulations. We haven’t had any complaints about the allergies, though, let us know in case you might have any allergic reactions.
It depends on you. All our scents are completely different from each other – they have their own unique scent personality and are designed to be worn alone. However, some people enjoy layering complementary fragrances to create a personalized scent experience. We recommend starting with one signature scent to fully appreciate its character, then experimenting with combinations if you'd like to explore further.
To guarantee the best quality and the longest lifespan of a perfume, pay attention to the storage. Keep your perfume away from heat (18-20 degrees as ideal temperature) and direct sunlight. Just like with best wines, know that a perfume that has never been opened and used before, and has been kept in a dark cold place can last several years!
RETURN & REFUND
We want you to be happy with your UY scent. However, due to the nature of our products, returns are only accepted under specific conditions.
RETURN CONDITIONS
To be eligible for a return and refund:
- Products must be in their original, unopened, and saleable condition. This also means that the product must be still sealed in it's original packaging.
- You must provide proof of purchase
- The return must be initiated within 14 days of receiving the item, in line with your statutory right of withdrawal (Widerrufsrecht)
Used or opened products cannot be returned for hygienic reasons.
Please reach out to sales@uy-studio.com for any further information.
If you experience any issues with your delivery, we kindly ask you to get in touch with our customer service as soon as possible (ideally within 24 hours of receiving your package) via email, phone, or the contact form on our website, especially if:
- Your order arrives damaged or incomplete
- You receive the wrong product(s)
- Your order has not arrived at all
Once contacted, we will review the situation and advise you on the next steps. Please wait for our instructions before returning any products.
Please reach out to sales@uy-studio.com for any further information.
SHIPPING & REPLACEMENTS
If the issue qualifies, we will bear the costs of shipping a replacement and take care of the correct dispatch — provided that you have followed our return instructions.
If you choose to return a product on your own without consulting us first, we unfortunately cannot reimburse those shipping costs or be held liable for any issues that arise during that return.
Please reach out to sales@uy-studio.com for any further information.
LOST PACKAGES & DELIVERY ISSUES
If your package is lost in transit or marked as delivered but not received, we will open a formal investigation with the shipping carrier. We kindly ask for your full cooperation during this process. Once the shipment is officially declared lost, we will either send a replacement or refund the full purchase amount.
UY Studio is responsible for your order until it has been delivered to the address provided at checkout. However, if the loss is due to an error in the delivery address submitted by you, we cannot be held accountable for any non-delivery or damage resulting from that.
Please reach out to sales@uy-studio.com for any further information.
SHIPPING POLICY
We are committed to ensuring that your UY scent reaches you safely, securely, and as promptly as possible.
- For Germany and EU orders, delivery usually takes 2 to 5 business days after dispatch.
- International delivery usually takes 5 to 10 business days after dispatch.
Delivery times may vary depending on the destination. Delays can also occur due to customs processes or postal issues beyond our control.
We are not responsible for delays caused by customs processes or postal issues beyond our control. However, we will do our best to support you if any issues arise.
We currently ship to selected countries within Europe and internationally. Available shipping destinations are shown during checkout. If your country is not listed, please contact us and we will check whether a shipment is possible.
Yes, we offer international shipping to selected countries. Please note that delivery times, shipping costs, customs duties, and import taxes may vary depending on the destination country.
Shipping costs are calculated at checkout based on your delivery address and the selected shipping method. Any available free shipping options will also be shown during checkout.
Yes, once your order has been dispatched, you will receive a shipping confirmation email. If tracking is available for your shipment, the tracking link will be included in the email.
For international orders, customs duties, import taxes, or additional local charges may apply. These costs are not included in our product or shipping prices and are the responsibility of the customer.
Orders are processed and prepared for shipment once your payment has been received and confirmed on our account. Standard dispatch takes place within 7 business days after payment confirmation.
No. We do not ship orders before payment has cleared.
Yes. As soon as your order is on its way, you will receive a shipping confirmation email with your tracking information.
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