FAQ | EX NIHILO

Ordering On

How do I place an order on the website ?

EX NIHILO’s website is designed to enhance client experience and satisfaction.

Once you found the creation you wanted to buy, click on the product page where you’ll find all the information you need about ordering. Choose the size you want to receive. Click on the button « Add to shopping bag ».

Then, you can either pursue your shopping or you can go directly to the cart. This page will summarize the content of your shopping bag. To finalize your order, you must be logged in your account or create one. Do not forget to add your delivery information before going through all the steps of payment.

After the validation of your payment, you’ll receive a confirmation on your email adress, the same you used to create your account.

Do I need an account to place an order ?

No, you don't need to be registered to place an order on Maison EX NIHILO's website. Perhaps, if you want to see your order history, it's best to create an account. This will also enable you to keep track of what's new on the site. We highly recommend you to create an account.

I have lost my password. What should I do ?

If you have forgotten your password, click on the link "Forgot your password ?". You'll be invited to enter your email address. Then, you'll receive an email that will give you the process to change your password and create a new one.

I can’t valid my shopping bag. What should I do ?

It is very important for us to preserve your personal information. However, our ordering process required that your computer accepts « cookies ». They allow you to save items added to your basket. If you made the choice of rejecting them, you must go the setting of your computer and allow them. You can find all the information you need about it here.

If you still can’t validate your shopping bag for any reason, please contact our Customer Service with the following email address contact@ex-nihilo-paris.com or by phone at +33 1 40 15 93 77. We’ll try to fix the problem as fast as we can.

I can’t valid my shopping bag. What should I do ?

If you still can’t validate your shopping bag for any reason, please contact our Customer Service with the following email address concierge@ex-nihilo-paris.com or by phone at +1 732 248 6699. We’ll try to fix the problem as fast as we can.

Can I modify my order ?

Once you have placed your order, you don't have the possibility to modify your order because the order is pushed into our logistician flow. Nevertheless, before proceeding to the checkout, you'll be asked to double check your order. Also, an order summary is available during the checkout.

Can I cancel my order ?

Once you have placed your order, you won't have the possibility of canceling it. If, for any reason, you don't want your order anymore, please read our Return Policy.

Will I receive an order confirmation ?

Once you have place your order, you’ll receive an order confirmation. It is an automatic email which informs you that your order has been sent to our order preparation department. If you don’t receive this email, check your spams before contacting our customer service.

Will I be informed when my order has been processed?

Once your order has been processed, you will receive a tracking number from our carrier. This means that your parcel has been picked up by the carrier and that you'll receive your order soon.

How will I know that my bank account has been debited ?

Generally, as with all online payments, your bank account is debited when your order is dispatched. If you pay by Paypal, your account will be debited directly after the payment has been validated.

What happened when the product I have paid for is not in stock ?

Sometimes, it may happen that certain product are no longer available on our website. In this case, it is normally impossible to order it. However, if you manage to order an unavailable product, our Customer Service Department will contact you either to replace the product or to refund your order.

Return & exchange

Can I return an item?

According to the legal provisions and as specified in our general terms and conditions of sale, you have 14 days from receipt of your parcel to retract. However, for health reasons, the parcel must not be opened or unsealed and must be returned in its original packaging (wrapped in transparent film).

Please contact our customer service department at contact@ex-nihilo-paris.com or by telephone at +33 1 40 15 93 77. They will tell you everything you need to know to ensure your return goes smoothly.

Can I return an item?

Please contact our customer service department at concierge@ex-nihilo-paris.com or by telephone at +1 732 248 6699. They will tell you everything you need to know to ensure your return goes smoothly.

Can I exchange an item after receiving my order?

You can exchange an item. To do so, please contact our customer service department at contact@ex-nihilo-paris.com or by telephone at +33 1 40 15 93 77. You will need to indicate which product you would like to receive. We will wait until we have received your first order before sending the exchange.

Can I exchange an item after receiving my order?

You can exchange an item. To do so, please contact our customer service department at concierge@ex-nihilo-paris.com or by telephone at +1 732 248 6699. You will need to indicate which product you would like to receive. We will wait until we have received your first order before sending the exchange.

I have received a faulty product. What should I do?

At EX NIHILO, we pay meticulous attention to the quality of the products we send you. However, once the package has been handed over to the carrier, it may be damaged or defective. In this case, please contact customer service to arrange for it to be returned.

For reasons of health and transport safety, please check before returning the product that the bottle is still airtight and that there is no risk of leakage.

Is there a charge for returns?

If you wish to return your product within the cooling-off period, you will receive a full refund (product price and delivery charge). However, you will be entirely responsible for the cost of returning the product. If you request an exchange or a refund, you will also be responsible for the return postage costs.

The brand & its commitments

Where are the products manufactured ?

At EX NIHILO, we proudly produce the majority of our products in France, home of the « Maison », prioritizing local craftsmanship to support the community, and uphold the highest standards of quality in High Perfumery industry

Do you test your formulas on animals ?

At EX NIHILO, we are deeply committed to protecting wildlife and ensuring the ethical treatment of animals. We do not test our creations on animals, and we adhere to strict cruelty-free practices in all aspects of our brand. Respect for nature and people is at the heart of what we do.

Do your fragrances contain allergens?

Our fragrances are crafted with the greatest care and we respect IFRA guidelines, ensuring they meet the highest industry standards. While they may contain trace amounts of allergens naturally found in perfume ingredients, we adhere to strict guidelines to prioritize safety and quality. We display on our packaging the list of potentially allergenic raw materials contained in each of our fragrances. Perhaps, you can also check the lists of all allergens on each product sheet.

What do you call the « Personalization Program »?

At EX NIHILO, we are committed to offering you perfumes that match your needs. To do so, we have developed, an exclusive device called the Osmologue© an exclusive technology that allows to personalize the Initiale and Babylone Collection with the most exclusive raw materials of perfumery.This service is physical destination only,

In collaboration with our noses, we have selected several raw materials allowing you to achieve the fragrance of your dreams: the absolute of Iris Pallida from France, the absolute of Rose de Mai from Grasse (France), the absolute of Jasmine Grandiflorum from India, the absolute of Fleur d'Oranger from Morocco, the Bourbon Vanilla from Madagascar and the Bois de Santal from Australia.

For each creation, we have selected 3 relevant chords to give birth to a new universe or olfactory landscape that corresponds to your tastes, desires and personality.

How long does the perfume customization ritual last in store?

Our priority is dialogue and interaction: our ambassadors are trained to guide you and transcribe your olfactory desires into the perfume you dreamed of. It takes only a few minutes to complete the customization process and you will be able to enjoy it without having to wait months to receive it!

Can I order my custom perfume online?

Unfortunately, due to the complexity of the process, it is not possible to order online yet. We invite you to visit one of our main stores to enjoy ans share this experience.

The Osmologue© is only available in our main stores. Here is the list of cities where you will find the Osmolologists: Paris Saint-Honoré and François 1er, Harrods Salon de Parfums, Selfridges London Bergdorf Goodman New York, Bloomingdales Dubaï, Doha Flagship Vendôme Mall, Hong Kong Flagship at IFC Mall.

Our advices

How can I preserve my fragrance ?

To preserve your fragrance, we recommend that you put it away from light (natural and artificial), heat and humidity. Ideally, store in its original packaging. Close the cap after each use to prevent oxygen from entering and degrade the scent.

How long can I keep my perfume over time?

The average life of a perfume varies depending on its composition. Some Hesperides creations may have a slightly oxidizing head note after 18 months. As we only work with the best materials, our creations remain very faithful olfactively for several years.We guarantee their excellent properties from 3 to 5 years.

Where and how can I apply my perfume?

We advise you to apply your perfume on the body pulse points on a well moisturized skin: the neck, the inside of the wrist, the chest. Spray on your clothes if you have sensitive skin type: textiles have the particularity of retaining the molecules of perfume for a long time. In addition we recommend to layer to enhance and personalize the sillage. Apply a drop of SUBLIME ESSENCE OIL before spraying or finish your sillage with a long spray (including your hair) of SUBLIME MISTS, it will make all the difference.

Where and how can I apply my perfume?

How many perfumes can I try before I “saturate” olfactively ?

To discover and fully appreciate our perfumes instore, we advise you to smell them through the Vases of scents then to test directly on skin for a few minutes. In general beyond three perfumes, you risk to saturate, so take your time, give your nose some rest by having a glass of water or smelling your own skin for a few seconds.

What are the benefits of layering fragrance?

It’s the perfect ritual if you want to keep a unique and sophisticated sillage for a very long time.

We see two benefits: the first is elevating the long-lasting effect because your skin is going to be more moisturized and “prepared” to be more receptive to the fragrance. It will fix the scent better and last more than 24 hours easily. The second is creativity: we encourage our customers to dare unexpected combinations, it opens the doors to real personalization and self expression that’s the reasons why we like it so much..

EX NIHILO

EX NIHILO is driven by freedom, innovation, and a commitment to modern craftsmanship. Through our fragrances and personalized approach, we invite you to embark on a sensory journey that celebrates individuality and the art of High Perfumery.

Explore

https://a.storyblok.com/f/299147/2848x1056/a5d42bb2b2/bloc_boutique_bas_founders.png

Share your passion