Deloox Reviews 

Reply from Deloox

2 days ago

Dear customer,

Thank you for sharing your experience. We’re sorry to hear that you were disappointed with the longevity of the fragrances in both orders.

We would, however, like to reassure you that we sell only genuine products. Our perfumes are not diluted, and there are therefore no products that have been altered in this way. Furthermore, the sale of counterfeit products and the deliberate alteration or dilution of perfumes is prohibited by law. As Deloox, we could never have been in business for so many years if we were to engage in such practices.

Furthermore, we actually strive to supply our customers with the most recent batches wherever possible. Thanks to our rapid stock rotation, products are usually dispatched relatively soon after arrival. However, the longevity and development of a fragrance can vary from perfume to perfume and from person to person. A fragrance may be noticeable for longer on one person than on another, and the skin, stabilisation and composition of the perfume can also play a role in this.

A fragrance that is detectable for a shorter period therefore does not mean that the product is diluted, adulterated or past its use-by date. We therefore regret that such far-reaching conclusions are drawn on the basis of personal fragrance experiences and that this paints a picture of our products that does not reflect our working practices.

Should you have a complaint about the perfume you have received, you are, of course, always welcome to contact our customer service team directly. We can then assess the substance of the complaint and, where necessary, work with you to find a suitable solution. By contacting us directly, you also give us the opportunity to carefully investigate the order and the product in question.

Kind regards,
The Deloox Team

Reply from Deloox

Jul 27, 2026

Dear customer,
Thank you for sharing your experience.

We’re pleased to hear that you’re satisfied with our product range and our prices, and that your previous orders went smoothly. At the same time, we’re very sorry to hear that you’ve experienced problems with your last two orders.

Where a product may be faulty, such as a leaking spray, we follow a standard complaints procedure. Although the photos and video you have provided help us to make an initial assessment, it is necessary for us to physically examine the product. In some cases, a faulty product may also need to be returned to the supplier for further assessment.

As soon as we have received the product, we will inspect it as quickly as possible. If our investigation confirms that the item is indeed faulty, we will, of course, offer an appropriate solution. This could, for example, be a replacement product or a refund.

We understand that you would have preferred an immediate solution and that the procedure may seem cumbersome. However, this approach is necessary to handle complaints carefully and in accordance with our internal quality procedures. As soon as the assessment is complete, we will contact you straight away to discuss the outcome and the next steps.

Kind regards,
The Deloox Team

Reply from Deloox

Jul 9, 2026

Dear customer,
Thank you for your feedback.

We’re sorry to hear that you’ve experienced any issues with the product you received. We’d like to reassure you that we only sell genuine perfumes, sourced from our regular suppliers or directly from the brands themselves.

Unfortunately, you have not provided any order details or other information that would allow us to check your order. As a result, we are unable to verify whether this purchase was actually made with us and cannot assess the situation in detail.

If you are experiencing a problem with an order, we advise you to contact our customer service team. We would appreciate it if you could provide us with your order details and an explanation, so that we can look into the matter with you and assist you further.

Kind regards,
The Deloox Team

Reply from Deloox

Updated Jun 10, 2026

Dear Customer, thank you for your feedback. We’re sorry to hear about your experience and that this has been such a lengthy and frustrating process for you.

We fully understand that you place an order, pay for it, and then expect it to be delivered on time or for any issues to be resolved quickly if something goes wrong. In this case, unfortunately, the shipment went missing during transit after it was sent, which prevented delivery from taking place.

As we explained to you earlier via email, in situations like this, an official investigation by the carrier is necessary. This process is handled entirely by us as the sender, and we are required to wait for the entire procedure to be completed before a final outcome can be determined. During this period, we are dependent on feedback from the carrier and cannot draw conclusions on our own or proceed directly to a final decision.

At the time of your review, this investigation was still ongoing. The process has since been completed, and we have received confirmation from the carrier that the shipment was not delivered. Therefore, we have refunded the full order amount to you.

We apologize for the inconvenience and the delay in processing. We believe it is important that every situation is handled carefully and in accordance with procedure, and that an appropriate solution is ultimately provided.

We have since canceled the order for you.

Best regards,
Team Deloox

Reply from Deloox

May 22, 2026

Dear customer, thank you for your feedback. We’re sorry to hear that you’ve experienced difficulties with the delivery and handling of your order.

When an order is placed, it is the recipient’s responsibility to keep a close eye on the delivery and ensure that the parcel can be collected. If home delivery is not possible, the parcel is usually forwarded to a collection point or parcel box. This is what happened with your order. Unfortunately, the parcel was not collected within the specified time frame, so it was automatically returned to our warehouse.

As soon as a return shipment arrives at our premises, it is automatically processed administratively and cancelled in our system. Consequently, it is unfortunately not possible to resend the same order. The purchase amount has now been refunded and the discount code used has been reactivated, so that it can be used again on a future order.

In addition, we work with fluctuating daily prices and special offers, which means prices may vary from time to time. We therefore advise you to keep a close eye on our website for current promotions and prices.

Kind regards,
Team Deloox.