FAQ

Who are we?

Parfums Hanae Mori is a line of fine perfumes created in Paris for discerning women and men around the world. The brand is named after Madame Hanae Mori, Japan's most famous fashion designer and the first Japanese woman to conquer the fashion shows of New York and Paris. Hanae Mori fragrances embrace the sophistication, craftsmanship, elegance and simplicity of design that is Madame Hanae Mori's fashion heritage. An innovative brand with enduring popularity, Parfums Hanae Mori has grown from a single fragrance in 1996 to a full line of fragrances today.

What are the benefits of buying from our site?

As the official online store of Hanae Mori perfumes in France, we sell authentic Hanae Mori perfumes. Delivery and samples are offered with every order on parfums-hanaemori.com. Plus, gift wrapping is free! Each shipment is decorated with Hanae Mori tissue paper and a handwritten note.

Is shopping online on your site secure?

Yes, we are committed to providing a secure transactional environment. To that end, all credit card transactions are encrypted using Secure Socket Layer (SSL) technology and are processed through the secure servers of Stripe or PayPal.

How do I get product advice?

You can get advice on all our products by using the livechat bot at the bottom right of the screen. Available Monday through Friday from 9am to 12pm EST.

I don't smell my perfume anymore, what should I do?

This is quite normal, it means that your sense of smell has become accustomed to the perfume, so it seems normal that you do not smell it as much as when you first use it. To remedy this, we can only advise you to use a stronger concentration.

What is the difference between a perfume, an “eau de parfum” and an “eau de toilette”?

The olfactory base of these three concentrations is the same. It is their concentrations that differ, sometimes offering some variations between them.

The “eau de toilette” is fresh, light and has a low concentration of perfume. It is ideal for people who like to be perfumed without overdoing it.

“Eau de parfum” has a higher concentration of perfume than “eau de toilette”. It is ideal for daily wear.

Parfum has the highest concentration.  It has a much more intense scent than the two other strengths and only a few drops are enough.

Can I recognize the concentration of the perfume based on the color and the details of the packaging?

Some fragrances in the Hanae Mori collection are sold in different concentrations. Since the bottle is the same the different levels of strength, the concentration can be identified by the product's packaging.

For Butterfly:

• Eau de toilette : Pink butterfly.
• Eau de parfum : Blue butterfly.
• Parfum : Red butterfly.

For Hanae :

• Eau de parfum : Red Butterfly.

For HM :

• Eau de toilette : All black packaging.
• Eau de parfum : Black packaging with grey stripes.

For HiM :

• Eau de toilette : Woody packaging.
• Eau de parfum : Golden woody packaging.

For Magical Moon :

• Eau de toilette : Pinkish moon.
• Eau de parfum : Blue moon.
• Parfum : Red moon.

What is the ideal method for applying perfume on yourself ?

The two most common ways apply perfume are the following:

• On your skin, on the pulse points: wrists, neck, behind the ears ... the mixture of the perfume and the skin creates your own very personal scentt.
• On your clothes, so that the smell of the perfume remains the same as the original. It also lasts longer. However, we must warn you that some textiles can sometimes stain. It is therefore recommended that you use perfume on the inside of your clothes.

How do I make my fragrance last all day?

To ensure that your fragrance stays on your skin, you need to make sure that you are well moisturized. You can do this by applying a moisturizer before spraying your fragrance.

How do you recommend to store my perfume ?

The best method to store your perfume is  to keep it away from light, and in a room with a constant temperature.

My perfume changed color, what does that mean ?

During the life of the perfume, some external factors such as light can alter its initial color. This is totally natural, just like some flowers that darken with time. This has no impact on its olfactory composition.

Why are other sites allowed to discount Parfums Hanae Mori?

Authorized Parfums Hanae Mori retailers do not discount genuine Parfums Hanae Mori products. Retailers who offer Parfums Hanae Mori products at a discount are not authorized representatives of the brand. This means that these retailers are not affiliated with or related to Parfums Hanae Mori. As such, we are unable to verify that the product purchased from an unauthorized retailer is not old, counterfeit, altered or defective.

Do you offer samples?

Yes, free samples are offered with every order.

Where can I get samples?

Samples are available at authorized brand retailers or when you order a fragrance at www.parfums-hanaemori.com.

Can I buy samples?

Individual samples are not available for purchase at authorized retailers, including www.parfums-hanaemori.com. Occasionally, sample packs are available for purchase for a limited time, while supplies last. To be notified when sample packs are released, please sign up for the www.parfums-hanaemori.com newsletter.

How do I place an order?

There are links and buttons on the site to take you where you want to go. Products are available on the main page, in the "Women's Fragrance" and "Men's Fragrance" sections and can also be searched using the search box in the upper right hand corner of the site. On the product page, select the size of the item you want, if applicable, then the quantity you want to order and add the item to your cart. Continue to add more items to your cart or proceed to checkout.

Once I have ordered can I change my address?

If you have accidentally entered the wrong address when placing your order, you must contact us as soon as possible by email, on the live chat from Monday to Friday from 9am to 12pm EST or by phone at +33 1 55 42 00 00.

What forms of payment do you accept?

We offer secure online payment via Stripe, Paypal and Apple Pay. We accept Visa, MasterCard, American Express and Discover credit cards.

What about taxes?

The prices displayed on www.parfums-hanaemori.com include VAT (20%). No other taxes are added.

Where do we ship ?

Parfums Hanae Mori ships worldwide.

How much does shipping cost?

For USA, standard Fedex shipping is 9.90 euros and free for all purchases over $125. Express delivery is charged an extra fee without free shipping.

Do you offer an express delivery service?

Yes! 3-day, 2-day and overnight express delivery is available for an additional fee.

What is the delivery time?

All orders are processed and shipped within 2 business days. Most orders placed by 11 am EST (Monday-Friday, non-holiday) will be processed the same day. Orders placed on Saturday or Sunday will usually ship the following business day (Monday). Most standard orders are received within 5 to 7 business days of when the order ships. Unless requested otherwise, a signature will be required upon delivery of the package. We are not able to ship to PO Boxes.

How can I track my order?

Once your order is validated, we ship it as soon as possible. Once the order has been shipped, you will receive an email with a shipping and tracking number so you can follow your order.

What is your return policy?

Only products in their original unopened packaging, that have not been altered or used in any way, or that are damaged or defective upon delivery, may be returned for a refund or exchange. Please contact Customer Service to have a Return Merchandise Authorization created for you.

How do I create a Return Merchandise Authorization?

Please contact a company representative at +33 1 55 42 00 00 or by mail, and provide your order number, full name, shipping address and email address. Services are available Monday through Friday, 9:00 a.m. to 12:00 p.m. EST, so that we can authorize the return.

I used a product I bought once on www.parfums-hanaemori.com, but I want to try something else. Can I return my product for another product?

Only products in their original unopened packaging, that have not been tampered with or used in any way, or that are damaged or defective upon delivery, can be returned for a refund or exchange.

Where can I send my return?

Once you have received your return authorization, send your approved item(s) to:

EBS ESPERANCE Ecoparc des Cettons 10 rue Panhard Levassor 78570 CHANTELOUP-LES-VIGNES

How do I create a new account?

Select "Login" from the drop-down menu at the top right of any page. Then click on "Register" to the right of the "Login" button. Then enter your first and last name and an email address and password that you will remember and continue to enter your information when prompted.

How do I log in to my account at www.parfums-hanaemori.com?

Select "Login" from the drop-down menu at the top right of any page. Then enter the email address and password you provided when you created your account.

I forgot my account password. How do I retrieve it?

You can retrieve your forgotten password by clicking on the "Forgot your password? "link on the "Login" page or during the checkout process when you place a new order.

How do I add or change my contact information?

Log in to your account using the email address and password associated with your account. Select "View Addresses" under the "Account details" category and choose to update an existing address or add a new one. You can also add or update an address during the checkout process.

My order was declined and I received a "Payment Error" message? What happened?

The "Payment Error" message means that your order details do not match the payment method and your order was declined. Your payment method has not been charged. An incorrect address or even a typo in the payment information can result in an order being declined. We recommend that you contact your financial institution directly to clarify any discrepancies or to retry your order, making sure that all information is current and correct.

I placed an order and received a message that my payment was being held for review. What does this mean?

The information provided in your order has triggered our online security measures which require additional review of your order. Please contact customer service at +33 1 55 42 00 00 Monday through Friday from 9:00 am to 12:00 p.m EST so we can assist you.