Frequently Asked Questions

Does Papillon have a shop where I can visit?

We don’t have our own shop, but you can find our fragrances at the stores of our authorised stockists. You can find a list of our worldwide stockists on our website.

 

Are your perfumes cruelty free and suitable for vegans?

Within the Papillon collection we pride cruelty free and not tested on animals. Angelique, Dryad, Hera, and Epona are Vegan Friendly. We only use synthetic castoreum and synthetic civet in our formulas. The ambergris tincture in Tobacco Rose and Spell 125 is beachcombed from U.K. shorelines and is classified as natural flotsam. The hyraceum absolute in Salome is collected from the wild from the fossilised latrines created by large groups of the Cape Hyrax. This material is collected with no harm or adverse effects on the animals. Anubis, Bengale Rouge and Tobacco Rose contain beeswax absolute. This material is ethically harvested from commercial hives in Italy, not wild. For our floral absolutes, resins and oils, we work closely with our suppliers to ensure that every material used in our fragrances has been harvested ethically and we will always opt for Fairtrade materials where possible.

Do you ever reformulate your perfumes?

Our fragrances are IFRA compliant, and we may be made aware of changes to a specific material, or the levels allowed in a finished fragrance. This would mean that the formula would have to be adjusted to comply with IFRA standards. So far, we have never had to reformulate any of our fragrances. We will always update our customers and stockists if a fragrance for any reason must be reformulated.

How do I store my perfume?

We always recommend that you keep your perfume in the box and in a cool place, away from natural light and heat sources. A perfume stored correctly can last for many years.

Where do you ship to?

For our international customers, we have stockists around the world, and you can find a list of these on our website. If you cannot find a stockist near you, do get in touch as many of our stockist’s ship to neighbouring countries. At present we are only able to ship directly to our customers in the U.K

 

Can I return my perfume if I don’t like it?

We never recommend blind buying a perfume before sampling, and we offer a sample service to ensure that you love the perfume before committing to a full bottle. Our sample vials come with spray atomisers ensuring ease of use and even distribution of the fragrance. Unfortunately, we cannot refund a fragrance if you don’t like it.

My bottle is faulty, what can I do?

On rare occasions there may be an issue with the atomiser. In this eventuality, do contact us immediately and we will replace your perfume on receipt of the faulty bottle. Papillon will pay the return cost of the postage with the goods returned to us using recorded delivery for your security and assurance. A post office ID8000 label will need to be affixed to the return parcel when sending fragrance with Royal Mail. The item should be returned to us complete with all the packaging and a brief note explaining the fault. Please note that we can only replace the faulty item when we are in receipt of the faulty goods.

I’m not sure which perfume to choose. Can you help me with any recommendations?

Of course, we would be more than happy to assist with your fragrance choice. We love talking to our customers and we are available to help Monday – Friday 9am – 5pm. You can contact us on 020 3691 8822 and we can provide recommendations whether for you or for someone else.

Can I cancel or change my order?

We can cancel or make changes to your order within an hour of your order being placed. Please ensure you contact us as soon as possible if you wish to cancel or make changes to your order.

Where is my order?

Orders placed before 2pm between Monday to Friday will be dispatched the same day. Orders placed after 2pm will be dispatched the next working day. Orders placed on Saturday will not be dispatched until the Monday. Orders are sent with Royal Mail 1st Class signed and tracked service and generally arrive the following day. You will be updated with a tracking number when you place your order. A signature will be required upon receipt of your goods. Please be aware that during peak times, an order may take longer to arrive.

 

Do you offer a gift-wrapping service?

We do! Simply tick the gift-wrapping option for your order and we will do the rest. Please note that we do not offer the gift-wrapping service for our samples or sample packs.

 

Are the Papillon fragrances natural or synthetic?

Our perfumes are a blend of approximately 50% natural materials and 50% synthetic. We believe this to be the ‘golden ratio’ of fragrance construction which achieves a beautifully rounded, complex, and classical feel to each of our perfumes. Our fragrances are eau de parfum strength, except for Hera which is a pure parfum. With the natural floral absolutes, resins and oils that are used in our fragrances, we work closely with our suppliers to ensure that every material has been harvested ethically and we will always opt for Fairtrade materials where possible.

 

Are your perfumes for women or men?

We do not believe perfume is gendered. Our fragrances are to be worn and loved by anyone and everyone.