Frequently Asked Questions

Last Updated: January 4th, 2021

General Questions

  • How do you pronounce Ajevie?
  • Why do your prices change?
  • What does RTS mean?


Customer Service

  • I have QUESTIONS!
  • Refunds and Cancelations?
  • Um, I think you messed up my order...
  • What if something is damaged/leaking?
  • Why are there bits/different colors floating in my perfume?!
  • This smells different from so-and-so’s sample. Why?
  • My sample smells a bit different than the bottle. Again, why?
  • Why are you ignoring me?!

Ordering Questions

  • "Pre-Order" vs "RTS"
  • Can I get the original, empty retail bottle with my order?
  • What sample sizes are available?
  • How do I leave you a note?
  • How do I use a coupon code?
  • Can I add on other full sized items? / What are Addons?
  • Will you hold my order to ship at a future time?
  • Can I swap an item in my order for something else?
  • Can I add to my order?

Processing Questions

  • Okay. What is the process like?
  • How will I know what's going on?

Shipping Questions

  • Do you ship internationally?
  • How long will it take you to ship my package?
  • What shipping options are there?
  • What additional shipping options are there?
  • Can I combine my orders into one shipment?
  • I combined my orders and I regret it!
  • I need to change my Shipping Address!
  • My package has been scanned as Delivered, but I don't have it!
  • They lost my package!

Terms Of Service
Reward Program FAQ

 

 

~GENERAL QUESTIONS~

Q: How do you pronounce Ajevie?
A: Ah-jeh-vee

Q: Why do your prices change?
A: Ajevie prices slide, that is they are a set formula based on a wide range of variables. For us to continue to do what we do; prices must change as supplier and material prices do.

Except for perfume supplier changes, prices are only changed once a year.  At the end of each year, costs are examined, and prices are adjusted.  That means that if I am seeing a savings in the costs of raw materials, that will always be passed on to you!

Q: What does RTS mean?
A: Ready To Ship. This denotes items that are in stock and will be pulled bi-weekly.

 

~CUSTOMER SERVICE~

Q: I have QUESTIONS!
A: We have ANSWERS!  Many of them are right here on this page.  The rest can usually be answered on the Status Page.  If that still doesn't help you, absolutely contact us!

Q: Refunds and Cancelations?
A: Due to the nature of these products, we cannot offer returns or exchanges. However, if there is a problem with your order, please contact me directly at Angi@ajevie.com

Cancellations after payment are at MY discretion.

Addons/Pre-Orders cannot be canceled/refunded.  

While I try to be accommodating, it is not always possible. For example, once your pre-order has been placed with the supplier it cannot be canceled. So please let me know as soon as possible (within 24 hours) if you need to cancel or make any changes. 

We cannot retroactively add the combined shipping to orders that have full shipping paid, but if they all end up shipping on the same shipping label a shipping refund will be issued within 14 business days.

Q: Um, I think you messed up my order...
A: I'm so sorry!  Tell me as soon as you suspect there's a mistake!! Everything at Ajevie is done by hand: hand-pouring, hand-labeling, and handpicking orders. While we strive for excellence, we're just bumbling humans and we make mistakes - particularly trainees. Often, I don’t know there' been a mistake made unless you let me know. So! Ask about that order! Check on that missing item! Confused by something? Let me help.

Q: What if something is damaged/leaking?
A: If you have not purchased insurance, there’s nothing the USPS will do and strictly speaking, Ajevie is Not responsible for uninsured packages once they have been accepted by the post office though I will do what I can to make it right!

Leaking: Please let me know about these issues ASAP!  Our main vial supplier is our go to because of their amazing quality.  In these trying times we are forced to use backup suppliers. While these suppliers are used by many others in the industry, we are having a very hard time finding ones that meet Ajevie standards and I promise we will be back to our main supplier asap!

Q: Why are there bits/different colors floating in my perfume?!
A: Do not panic! Often perfumers intentionally use resins and other concoctions that leave sediment in the perfume oil and will continue to enrich your oil as it ages. If something looks highly suspect, don’t be afraid to send me a photo and I’ll confirm if it’s normal or not. Also, some perfume ingredients separate - chocolate accords are well known culprit - and they may need a good shake before application. Bath and body products that do not use emulsifiers can also separate and just need a good shake. 

Q: This smells different from so-and-so’s sample. Why?
A: Almost all our brands handcraft their products. This means there can be batch variations, and this is almost always the case when something smells a little different than another.  Age of the oil and personal body chemistry are also major factors.

Q: My sample smells a bit different than the bottle. Again, why?
A: Batch variation can play a part in this. Small volumes also age faster than bigger ones.  However, all samples are a representation of the whole, but may not always be exact simply due to the nature of the oil and formula ratios.  All bottles are gently shaken and rolled before sampling to ensure the most complete mix possible and therefore the truest representation of the whole.

Q: Why are you ignoring me?!
A: I'm not, I promise! I do occasionally miss emails, though. If it's been a few days and you haven't gotten a reply, please try again! However, do keep in mind that we operate on Business Days, so I may not get back to you right away if it is the weekend or a holiday.

 

~ORDERING QUESTIONS~

Q: "Pre-Order" vs "RTS"
A: Due to our commitment to keeping prices reasonable, all new releases are done on a pre-order basis.  These items have not yet arrived at our studio meaning their turn around time will be the supplier's TAT plus our's.

While we work as quickly as humanly possible, we Do Not Guarantee that you will always have your samples while the manufacturer has the scent available. This is especially true for super small release windows such as for special holidays that may only be online a few days or collections with a limited production.

RTS means Ready To Ship.  RTS items are either already here or are items made in our studio.  Therefore, they are only subject to our regular turn around time!

Q: Can I get the original, empty retail bottle with my order?
A: For pre-orders, anyone is welcome to request the original retail bottle for any scent they have purchased regardless of the amount purchased. These are given out at no additional charge WHILE SUPPLIES LAST and are first come, first serve. One bottle of each scent will always be reserved for leftovers and will not be available.  As all bottles are thoroughly processed as soon as they arrive, for the sake of keeping turn around times acceptable, we cannot stop processing to pour decanted oils back into original bottles. Adding empties to your order may result in additional shipping due! I also no longer give out the retail empties from any product with a value of $45+.  Many brands supply us oils in non-retail bottles which are not for public circulation, so empties are not always available.

Q: What sample sizes are available?
A: Perfume oils come in four sample sizes  Slinks = .74 ml vials, Slonks = .92 ml bottles, Chonks = 2.3 ml bottles, and full bottles sizes during initial pre-order. .5ml Slinks are also available in sets and singles for select collections.


Other samples, hair gloss, atmos sprays, bath oil, ect will vary as fill levels from the manufacturers can vary from bottle to bottle.

During the warmer months and while using backup suppliers, you may notice your samples just a lil less full. This is to avoid leaking.  Overfilling and poor quality plugs are the main causes of leaks!  If you receive samples lower than pictured, PLEASE contact customer service so that I know it's an issue and I can see it fixed!  Remember that sets come in 1/2ml sizes. ;)


Q: How do I leave you a note?
A: You can add a note in your cart like in the picture below.  Do Not leave me notes via Paypal as I will not see it.

Q: How do I use a coupon code?
A: You input the code in your cart on the first checkout page. The one that requests your shipping info.  Mobile users can tap "Show Order Summary" to see the option on that same page.  Codes cannot be applied retroactively!

Q: Can I add on other full sized items? / What are Addons?
A1: Yes! By all means! There will be a brand specific “Addons” listing separate from pre-order listings.  Please do NOT use the Addons listing for scents with open pre-orders.  Open pre-orders already have a “Full” option in their size menu.

A2: As mentioned above, Addons are additions to our order.  They are most useful for internationals and folks who want to cut down on their shipping for financial or environmental reasons. 

Example: We are currently doing a pre-order for Hexennacht.  Susan, who lives in the UK already has orders placed in her Ajevie bundle.  She fell in love with her Wolfsbane sample and NEEDS a bottle. She could of course place an order with Hex, but that would mean paying MORE postage and more shipping waste.  Instead, she can order it through Ajevie and save all of that.  Wolfsbane is not one of our pre-order scents.  So, Susan orders a $16 Addon and leaves a note at checkout saying ‘Wolfsbane Roll-on’.  I order Susan her roll-on and it comes in her Ajevie package.  

Q: Will you hold my order to ship at a future time?
A: We sure can! Here is all the information on Holding Orders.

Q: Can I swap an item in my order for something else?
A: Due to the fact that the shop tracks inventory through orders, we cannot do swaps or exchanges. However, if you're making an RTS order, or a pre-order that has not yet expired, I am happy to remove items that were added by mistake.

Q: Can I add to my order?
A: Yes! You can add to any unshipped order by placing a new order using the "Ship This Order With" options.

 

~PROCESSING QUESTIONS~

Q: Okay. What is the process like?
A: There are five phases of an update.

(Pre-Order) Listed: This scent is brand new and available with unlimited stock (unless otherwise stated), Full size, addon options, and sets (where applicable) are available.  The typical order window is 48 hours.

(Pre-Order) Ordered: These scents have been ordered from the manufacturer. Full sizes, addons, and sets are no longer available.

(Pre-Order) Processing: They’re finally here! These scents are being checked in, sorted, decanted, labeled, pulled, and packed up.  See the Status Page for specific details on the process of… processing.

Shipped: Finally on their way to you!

Leftovers: I always try to list a little less stock than I expect to get from an order in case of spills, weirdly short bottles, or other disasters. Anything leftover will eventually be listed first come, first serve. I try to let you know via the FaceBook Group and Discord when I expect to have certain leftovers available and how much of each. Unfortunately, I cannot take requests for leftovers before they have been listed. Leftovers will be partial original bottles or Ajevie bottles.

Q: How will I know what's going on?
A: You can follow the process on the Status Page, check the Calendar, join our FaceBook Group or Discord where I post updates at least once a week.  If you just want new stock and news updates, you can subscribe to the Newsletter.  For general questions, please feel free to tag me or DM in the group, but for anything specific to an order or time sensitive always use the form!


~SHIPPING QUESTIONS~

Current Ajevie USPS Rates

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Q: Do you ship internationally?
A: Yes! However, I am not responsible for duties, taxes, or fees incurred with customs. Feel free to contact me with any questions about international packages. Due to Brexit regulations, UK addresses are now subject to VAT (value added tax) at checkout for any package up to £135, if the value is over that, VAT will be due with customs.  In the case of combined orders where you may have already paid VAT, but your combined shipment is over the £135 the VAT previously paid will be refunded for you to then pay to customs.

Q: How long will it take you to ship my package?
A: That depends on a lot of things. Some manufacturers have a very long turn around time (the time between placing our order and the order being shipped). Some as long as 14 - 30+ business days. Others are super quick! Add our TAT for us to process the scents and pack them up to ship to you.

There is a list of specific TATs on the Status Page

If you are combining orders, your package won't ship until all the combined orders are ready.

Q: What shipping options are there?
A: Most packages will ship USPS First Class or Flat Rate Priority Padded mailer. Very rarely bundles may require priority box packaging and if this is the case, I will send you an invoice for the difference.

UPS options have been added for domestic packages.  DHL has been added for internationals.  These services will experience delays in processing as they do not offer pickup options in our area.

All shipments will have an associated tracking # which will be emailed to the account you used to make your purchase.  We are extremely fortunate in that the local post office here is AMAZING! They often go above and beyond for Ajevie and though the Delivery scan is the only one that is official required, your package will almost always include an Accepted scan when it’s been picked up. 

Q: What additional shipping options are there?
A: Combined Shipping, Hold your orders, Insurance, and Signature confirmation are all available here!

Q: Can I combine my orders into one shipment?
A: We cannot retroactively add the combined shipping to orders that already  have full shipping paid, but if they all end up shipping on the same shipping label a shipping refund will be processed within 14 business days after shipment.  See Shipping Options below.

Q: I combined my orders and I regret it!
A: No problem! Send us an email and we can split things back up. You will be invoiced for the cost of any additional shipments.

Q: I need to change my Shipping Address!
A: You can access your account and update your shipping address at any time.  Updating your shipping address on your account will cover you for future orders, but it is NOT retroactive and does not update orders that were placed with a different address.  After you have updated your account with your new address, make sure you have contacted me THROUGH EMAIL angi@ajevie.com to have any pending orders updated with the new address.  Be sure to mention which address is the new one if you have not deleted the previous ones. ;) Please note, I do not use paypal shipping and don’t look at your Paypal transaction unless there is a problem with your payment.

Q: My package has been scanned as Delivered, but I don't have it!
A: Contact your local Post Office ASAP!  Once packages are out of my hands - they are literally out of my hands and I do not have access to any more information than you.  I have zero control over when/how/if carriers handle things once packages have been accepted.  That said, OFTEN packages are scanned as delivered and then are ACTUALLY delivered in the next day or two.  Even if this IS the case, I suggest you still contact your local post office or post master to ask them why their carries are scanning items incorrectly.  If that is not the case, it is up to them to tell you what they did with your package.  See the next Q for lost packages.

Q: They lost my package!
A: In ten years, I have only had four packages disappear entirely en route. If there is a problem, most often it finds its way back to me eventually. If you fear for a package, you can ask USPS to do a search and I’ll happily supply any information that I can. Unfortunately, my hands are tied in cases where the supplied address was incorrect, or the package has been scanned as delivered. 

 

~TERMS OF SERVICE~

~REWARD PROGRAM FAQ~