Customer Support & Resolution Times

NextGen Perfumes is committed to reviewing customer concerns carefully, fairly, and individually. The timelines below are intended to set clear expectations for customer support and order-related reviews.

General Customer Support

We work to respond to customer inquiries as promptly as possible. During periods of higher-than-normal inquiry volume, an initial response may take up to 5–6 business days.

Submitting repeated or duplicate messages regarding the same matter does not expedite the review and may make the communication history more difficult to evaluate efficiently.

Customers are welcome to request a response by a particular date; however, customer-requested deadlines do not supersede our published support and review timelines.

Returns, Refunds, Exchanges & Order-Related Reviews

Requests involving returns, refunds, exchanges, product condition, damaged or defective merchandise, incorrect fulfillment, authenticity concerns, or other order-related disputes may require additional investigation before a determination can be made.

Complex reviews may take up to 14 business days. Unusually complex matters may require additional review time depending on the circumstances, documentation, merchandise inspection, or additional information needed to complete the investigation.

Submitting a claim or requesting a particular resolution does not by itself constitute approval of a return, refund, exchange, replacement, or prepaid return label.

Information We May Request

Depending on the nature of the concern, NextGen Perfumes may request reasonable documentation such as photographs or video of the shipping package, carrier label, retail packaging, bottle, cap, atomizer, seals, batch or production codes, bottom labels, identifying marks, fill level, claimed damage, or other information relevant to the review.

When available, customer-provided documentation may be compared with pre-shipment photographs or video, fulfillment records, product identification details, packaging condition, batch information, purchase or supplier documentation, and shipping records.

Preserving the Merchandise During Review

Please retain the fragrance, bottle, cap, packaging, labels, inserts, shipping materials, and all other components in their received condition while a claim is under review.

Please do not refill, transfer, decant, alter, repair, discard, replace, or otherwise modify the merchandise or packaging before the review is completed or return instructions are provided.

Recommended Unboxing Documentation

For higher-value fragrance purchases and for any order where a customer may later need to report an authenticity, condition, damage, or item-identification concern, we strongly recommend recording one continuous, unedited video of the package being opened for the first time.

For the clearest record, the video should begin before the shipping package is opened and clearly show the shipping label and exterior condition of the parcel, all sides of the unopened package, the opening of the package, the retail box before opening, the fragrance bottle from multiple angles, visible seals, batch or production codes, bottom labels, identifying markings, and any claimed damage or discrepancy.

Clear unboxing documentation can substantially assist in comparing the merchandise received with pre-shipment records and can help reduce uncertainty during a merchant investigation or payment dispute.

Failure to record an unboxing video does not automatically determine the outcome of a claim or waive rights that cannot lawfully be waived.

Business Days

For purposes of these support and review timelines, “business days” generally means Monday through Friday, excluding U.S. federal holidays.

Related Policies

Return eligibility, Final Sale conditions, the 15% restocking fee, return-shipping requirements, and refund procedures are governed by our Return & Refund Policy.

Additional information about bottle and packaging condition can be found in our Product Condition & Cosmetic Inspection Guide.

Nothing on this page limits rights or remedies that cannot lawfully be waived under applicable law.