FAQs - Orders
Accordion
Every order from the Officina arrives in our signature packaging, accompanied by complimentary samples of your choosing, selected at checkout.
Orders are prepared at the Officina within 24 to 48 business hours of confirmation, Monday to Friday. A shipping notification will be sent to you by email as soon as your order is on its way.
A confirmation email is sent as soon as your payment has been received. We recommend first checking your spam or junk folder. If it has not arrived, please write to us and our advisors will confirm the status of your order without delay.
Once your order has been dispatched, a tracking number will be sent to you by email. Following the link provided will take you directly to the carrier's tracking page. If you hold an account with us, you may also follow your shipment from the My Account section.
If your tracking information indicates that your order has been delivered but it has not reached you, we invite you to write to our advisors with your order number. We will liaise with the carrier to investigate and keep you informed throughout.
We are sorry to hear that your order arrived incomplete. Please write to our advisors with your order number and, where possible, photographs of the parcel as received. We will investigate promptly and ensure any missing item is addressed.
We sincerely apologise for this. Please write to our advisors with your order number and photographs of the item received. We will arrange the correct order and, where applicable, a return of the incorrect item at no inconvenience to you.
Should you wish to cancel or modify your order, we invite you to write to our advisors as soon as it is placed. Once an order has been confirmed and fulfilled, we are unfortunately unable to make amendments, and we encourage you to reach out at the earliest opportunity should your needs change.
Once an order has been confirmed, the billing address can no longer be amended. Should you notice an error, we invite you to write to our advisors immediately and we will do everything possible to assist before your order is dispatched.
Should you require a formal invoice, we kindly ask that you write to us before placing your order, so that we may prepare everything correctly on your behalf.
Please write to our advisors as soon as possible with your order number. We will contact the carrier on your behalf and do all that is within our means to arrange the correction before your order leaves us.
Our Discovery Kit brings together eight of the Officina's most iconic fragrances from the Firenze 1221 Edition: Acqua della Regina, Angeli di Firenze, Fresia, Melograno, Pot Pourri, Rosa Gardenia, Rosa Novella and Tabacco Toscano. It is available to order directly from our website. Complimentary samples may also be added to any online order at checkout, subject to availability.
Our full terms and conditions of sale are available on our website here. Should you have any further questions, our advisors will be pleased to assist.
Our advisors are available, Monday to Friday. All enquiries received over the weekend or on public holidays will be addressed on the following businessday. You may write to us via the contact form.