Frequently Asked Questions
Last Updated: Jan 5th 2023
- How do you pronounce Ajevie?
- Why do your prices change?
- What does RTS mean?
- I have QUESTIONS!
- Refunds and Cancellations?
- 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?!
- How do I change my account password?
- "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?
- Okay. What is the process like?
- How will I know what's going on?
- Do you ship internationally?
- What is 'Package Protection'
- 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!
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 are not effected by pre-order conditions.
Q: Refunds and Cancellations?
A: Due to the nature of these products, we cannot offer post-shipment returns or exchanges. However, if there is a problem with your order, please contact us directly at Angi@ajevie.com While we try to be accommodating, it is not always possible.
Addons CANNOT be cancelled after the pre-order close date.
RTS orders (orders that do not contain ANY pre-order items) CAN be cancelled with no penalty up to 48 hours after the order has been placed. Cancellations after the first 48 hours will be minus a $5 restock/processing fee.
Pre-Orders can be cancelled with no penalty until the pre-order close date. Cancellations after the pre-order close date will be Store Credit ONLY and will be minus a $5 restock/processing fee.
We cannot retroactively combine orders that have already paid full shipping. Nor can we promise that we will always catch multiple shipments going to the same address in the same day, particularly if we are dealing with large volumes of orders. When we do catch them and they all end up shipping on the same shipping label a shipping refund will be issued within 14 business days.
Changes to RTS items can usually be accommodated so long as the order has not started processing. Changes to pre-order items cannot be made after the pre-order date.
Q: Um, I think you messed up my order...
A: we're so sorry! Tell us 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. Often, we don’t know there's been a mistake made unless you let us know. So! Ask about that order! Check on that missing item! Confused by something? Let us help.
Q: What if something is damaged?
A: If you have not purchased Package Protection you will be given store credit for the damaged items.
Leaking: Please let me know about these issues ASAP! While our main suppliers are our go tos because of their amazing quality, sometimes products can change or there are batch irregularities. We will NOT know there's an issue unless you let us know!
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 - cocoa accords, some musks, etc 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. 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: We're not, we promise! We 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 we may not get back to you right away if it is the weekend or a holiday.
Q: How do I change my account password?
A: There's no obvious option for this, but you use the "forgot password" option at login and you will be sent an email to reset your password.
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 ours.
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 small release windows such as for special holidays that may only be online a few weeks 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 sampled oils back into original bottles. Adding empties to your order may result in additional shipping due! We 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 for every brand.
Q: What sample sizes are available?
A: Perfume oils come in four sample sizes. The Manufacturer's suggested fill volumes are as follows Slinks = .74 ml vials, Slonks = .92 ml bottles, Chonks = 2.3 ml bottles your Ajevie sample will usually have a smidge more ;). Half ml 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 have any troubles, please contact customer service so that we know there may be an issue and we can see it prevented in future! Remember that some items come in half ml 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 us notes via Paypal as we 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: What are Addons? / Can I add on other full sized items?
A1: Yes! By all means! There will be a brand specific “Addons” listing separate from pre-order listings.
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 $28 Addon and leaves a note in the box provided saying ‘Wolfsbane perfume oil’. We order Susan her bottle 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: RTS items can be swapped so long as your order has not already begun processing. You can check the Status Page at any time to see what we are currently processing. Pre-Order items cannot be swapped after the pre-order order date.
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.
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.
(RTS) Listed: This item is in our shop and will begin processing immediately!
(Pre-Order) Ordered: These scents have been ordered from the manufacturer. Full sizes, addons, and sets are no longer available. Cancellations and exchanges can no longer be accepted
(Pre-Order) Processing: They’re finally here! These scents are being checked in, sorted, poured, labeled, pulled, and packed up. See the Status Page for specific details on the process of… processing.
(RTS) Processing: Your order is being printed, pulled, and packed!
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 we 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 contact form!
-Orders will ship as stated on the Status Page.
-Shipping rates are based on location, size, and weight of final packages.
-Ajevie is not responsible for the loss or damage of uninsured packages.
-Returns are not accepted due to the personal nature of the products shipped.
-The Customer is responsible for all tax, fees, VAT, etc. accrued with customs.
Q: Do you ship internationally?
A: Yes! Please read our International Shipping page!
Q: What is Package Protection?
A: About Package Protection
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 to us). Some as long as 14 - 30+ business days. Others are super quick! Once it arrives here we will apply out 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 Ground Advantage 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 are also available. This service will experience small 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 address 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 or dropped off with the post office.
Q: What additional shipping options are there?
A: Combined Shipping, Hold your orders, Insurance, and Package Protection are all available here!
Q: Can I combine my orders into one shipment?
A: Please use the "Add This Order To..." option to combine your orders! We cannot retroactively combine orders that have already paid full shipping. Nor can we promise that we will always catch multiple shipments going to the same address, particularly if we are dealing with large volumes of orders. When we do catch them and they all end up shipping on the same shipping label a shipping refund will be issued within 14 business days. See Shipping Options above.
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 us THROUGH EMAIL email@example.com or the contact form 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, we 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 our hands - they are literally out of our hands and we do not have access to any more information than you. We 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, we gently 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: We strongly encourage using Package Protection (available in your cart at checkout) with every order, every time!
Please let us know if your tracking has not been updated in 14 business days. So long as the package has not left the US, the USPS can do a search for it. Unfortunately, if it HAS left the US it is completely out of our reach.
In the case of loss or damage of UNPROTECTED packages, store credit for the product value may be issued at our digression.