Customer Service

Shipping & Tracking

Shipping Methods

Method

Cost

Estimated Delivery

DHL Standard

Complimentary

3 - 8 business days

 


All orders are processed within 2 business days of purchase. Orders placed after 10 A.M. EST will begin processing the next business day

Signature is not required for delivery.

Where We Ship

We currently ship to addresses within the 50 United States. Puerto Rico is temporarily unavailable at this time, we apologize for any inconvenience.

We currently ship to PO Boxes if needed.

Order Tracking

Once your order ships, you'll receive a shipping confirmation email with tracking information. 

You can check the status of your order in the Account section.

Returns & Exchanges

Return Policy

We want you to love your Goutal fragrance. If you're not completely satisfied, you may return unopened, unused items in their original packaging within 30 days of delivery.

A $15 return shipping fee will be deducted from your refund. 

Items That Cannot Be Returned

Opened/used products, samples, gift cards, final sale items, personalized items where applicable

How to Return an Item

  1. To Initiate your return please go to https://usannickgoutal.loopreturns.com/lookup

  2. Print your prepaid return label

  3. Pack the item securely in its original packaging along with your packing slip

  4. Drop off at the selected carrier

Exchanges

Goutal does not offer Exchanges at this time. We apologize for any inconvenience.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us at contact@us.annickgoutal.com within 30 days of delivery and we'll make it right at no cost to you.

If your product possesses a hidden manufacturing defect that prevents it from functioning as intended, we will provide a replacement or a full refund at our expense. Defective items must be reported within 30 days of delivery.

After this 30-day period, all sales are final, and no returns, exchanges, or refunds will be accepted for any reason, in accordance with the warranty disclaimers set forth in our Terms & Conditions.

F&Q

Orders

  • How can I check the status of my order?

    • You can either ask our Customer Service Chat or view your order status notification emails

  • Can I change or cancel my order after it's placed?

    • Yes you can change or cancel your order within 1 hour of receiving the order confirmation.

  • I didn't receive an order confirmation — what should I do?

    • Please contact customer service and we can resend your order notification

  • Do you offer gift wrapping or gift messages?

    • We apologize for any inconvenience, but we do not offer gift wrapping or gift messages at this time.

Payment

  • What payment methods do you accept?

    1. All major credit cards, Shop Pay, Google Pay, Apple Pay

    2. We do not accept PayPal or Venmo at this time

  • Is my payment information secure?

    • Yes please see our privacy policy for information

  • Will I be charged sales tax?

    • Yes

Shipping & Delivery

  • What shipping options do you offer? What are the rates?

    • DHL Standard shipping: complimentary

  • Do I need to sign for my delivery?

    • No — signature is not required

  • Do you ship to Puerto Rico?

    • We apologize for the inconvenience but we do not ship to Puerto Rico at this time

  • Do you ship internationally?

    • We apologize for the inconvenience but we do not ship internationally at this time. If you are based in the EU please visit our EU website: annickgoutal.com

  • How do I track my order?

    • Please view your order notification email or you can ask our Customer Service chat

  • What if my package is lost or arrives damaged?

    • Please contact customer service chat right away and we will support.

Returns & Exchanges

  • What is your return policy?

    • You have 30 days from delivery to initiate your return. Our return shipping rate is $15.

  • How do I start a return?

    1. Please visit https://usannickgoutal.loopreturns.com/lookup to start your return.

    2. You can also initiate your return through the Customer Service Chat

    3. You have 10 days to drop off your return to the selected carrier from the time the prepaid shipping label is issued to you

  • How long does it take to receive my refund?

    • Refunds may take 3–5 business days to appear in your account, issued to the original payment method, from the time you drop off your return to the selected carrier

  • Can I exchange an item instead of returning it?

    • We apologize for the inconvenience but we do not offer Exchanges at this time.


Customer Accounts

  • Do I need an account to place an order?

    • No you do not need an account to place an order, however creating an account can help Annick Goutal create an enhanced shopping experience.

  • How do I create an account?

    • Please review the account creation page

  • I forgot my password — how do I reset it?

    • Please review the account login page to be prompted to reset password.

  • How do I view my order history?

    • You will need an account in order to view your order history. Please create an account on the account creation page.

Contact Us