Last Updated: general clean up Jan 14th 2026
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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.

Q: What does RTS mean?
A: (We are phasing this out in favor of the more clear "In Stock" but you may still see it someplaces on the site)  Ready To Ship. This denotes items that are in stock and are not effected by pre-order conditions.


~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!  The contact form goes directly to our email, so there is no need to send via both ;)

Q: Returns, Changes, 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!  While we try to be accommodating, it is not always possible.  

In Stock items be cancelled / changed with no penalty up to 48 hours after the order has been placed.  Cancellations / changes after the first 48 hours will be minus a $5 restock / processing fee per order.

Pre-Order items can be cancelled or changed with no penalty until the pre-order has entered the Ordered Status. Cancellations/changes requested after the pre-order has entered the Ordered Status will be Store Credit ONLY and will be minus a $5 restock/processing fee per order.

Addons CANNOT be cancelled after the pre-order has entered the Ordered Status. 

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 7 business days.

We do reserve the right to decline sales to accounts with excessive cancellations.

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 any damaged items that we cannot replace.

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 natural 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 us 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 culprits - 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.


~ORDERING QUESTIONS~
Q: "Pre-Order" vs "In Stock"
A: Due to our commitment to keeping prices reasonable, many new releases and restocks  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.

In Stock 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 a limited selection of brands. 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! Many brands supply us oils in non-retail bottles which are not for public circulation, so empties are not available for every brand.

Q: What sample sizes are available?
A: Items are hand-filled and may vary slightly. Below are the manufacturer’s suggested fill volumes per size. Ajevie sample will always have more.
Fill Level EXAMPLE Image

Perfume Oil Slinks = .74 ml vials  (1/2 Slinks .38 ml)
Perfume Oil Slonks = .92 ml bottles
Perfume Oil Chonks = 2.3 ml bottles

BPAL Misc Products
Various Slink Sprays = 3 ml spray vials
Various Slink Lotions = 5g jars
Various Slink Beard/Bath Oils = 1 Dram (3.7 ml) bottles
Various Chonk Sprays = 1/4 retail bottle (packaging will vary)
Various Chonk Lotions = 28g jars
Fulls = Original retail bottles from source

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 can occasionally be applied retroactively!


Q: What are Addons? / Can I add on other full sized items?
A1: During pre-orders, yes! By all means! Usually, there will be a brand specific a “Full Sizes & Addons” listing available.

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.  So, Susan orders a $14 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 add to my order?
A: Yes! You can add to any unshipped order by placing a new order using the "Add This Order To..." options.


~PROCESSING QUESTIONS~
Q: Okay. What is the Pre-Order process like?
A: There are five phases of an update.

OPEN: This listing is available with unlimited stock (unless otherwise stated), Full size and addon options (where applicable) are available.  Changes and Cancelations are accepted!   The typical order window is 48 hours.

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

PROCESSING: They’re finally here! These scents are being checked in, sorted, poured, labeled, pulled, and packed up.  You can visit the Status List at any time to see where a specific collection is at.

SHIPPED: Finally on their way to you!

LEFTOVERS: We always try to list a little less stock than we 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. We try to let the community know via the FaceBook Group and Discord when we expect to have certain leftovers available and what they will be.Most often, leftovers will be partial original bottles or Ajevie bottles.Unfortunately, we cannot take requests for leftovers before they have been listed.

Q: How will I know what's going on?
A: For pre-orders, you can visit the Status List. In general, you can join our Discord or our FaceBook Group or  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!

~SHIPPING QUESTIONS~
SHIPPING POLICIES
-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. 
-Pre-Orders will ship as stated on the Status List
-Shipping rates are based on location, size, and weight of final packages.
-Ajevie is not responsible for the loss or damage of uninsured/unprotected 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: If you have ONLY ordered In Stock items, your order will ship within 7 business days.  If you have Pre-Order items in your order, they will ship 10 business days AFTER the oils have arrived at the Studio for us to process.  Do keep in mind that in uncommon instances some oils can take up to 60 business days to reach us for processing.

Orders that contain both In Stock and Pre-order items will not ship until all items are fulfilled.  Likewise, 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. Occasionally larger bundles may require priority box packaging and if this is the case, we will send you an invoice.

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?
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 angi@ajevie.com or the contact form (they go to the same place) 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: First, check your Order Confirmation to ensure we were given the correct shipping information.  Next, contact your LOCAL Post Office ASAP(!) to have them confirm that they delivered to the correct address and to see if they can recover the package if not. Using the national phone number/online forms usually doesn't get anywhere. If your package is Not recoverable, Protected shipments will be replaced/refunded!  Unprotected packages will be issued a store credit for the product value.

Q: They Lost/Damaged my package!
A: We strongly encourage using Package Protection (available in your cart at checkout) with every order, every time! 

USPS does not consider packages that have been scanned as delivered to be lost. 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.

For Damages, USPS does REQUIRE us to send them all the damages including the packing material to file a claim.  Please don't discard this and be prepared to send it back to us.  We cover the postage for returns!

In the case of loss or damage of UNPROTECTED packages, store credit for the product value may be issued at our discretion.