Customer Support
Returns & Refunds Policy
This page explains when an item can be returned, what condition it needs to be in, and how refunds are reviewed after your parcel reaches us. The aim is to keep the process clear, fair and consistent for every customer.
Return Eligibility
If you wish to return an eligible item, please contact us before sending anything back. Returns are normally reviewed only where the request is made within 14 days of delivery and the item is still in complete resaleable condition.
Items must be
- Unopened, unused, untested and not sprayed.
- In original condition with all supplied packaging, boxes, inserts, sleeves, seals, cellophane or accessories where those were supplied by the manufacturer.
- Returned with any free gifts, samples, promotional items or included extras that formed part of the order.
Items may not be accepted if
- They have been opened, used, tested, sprayed, altered, damaged, resealed or tampered with.
- Supplied packaging, labels, inserts or extras are missing.
- The condition received back does not match the return request.
Manufacturer packaging varies by brand and batch. Some genuine items may not be supplied with cellophane, a security seal, QR code or similar verification feature. Return eligibility is based on whether the item is still in the condition supplied and suitable for resale, not simply whether a particular packaging feature exists.
Opened Fragrances
Perfume and fragrance products are personal-use items. Once opened, sprayed, tested or used, they usually cannot be returned because the product can no longer be resold as new.
This includes returns based on scent preference, strength, projection, longevity, comparison with another bottle, or a change of mind after opening. Fragrance performance can vary depending on skin type, application, storage, weather and environment.
For the clearer customer-facing explanation, read Why Opened Fragrances Cannot Be Resold. That page gives more detail, while this page remains the main returns policy.
How To Request A Return
Contact us first with your order number, order email address and the item you want to return.
Wait for our team to review the request and confirm the correct next step. Please do not send a return until we have given you the return instructions.
If a return is accepted, package the item securely and use a tracked service. Return postage is usually the customer's responsibility unless the issue is confirmed as our error or a qualifying product fault.
Once your return reaches us, the item is inspected before any refund decision is made.
Missing, Damaged Or Wrong Items
If your order arrives damaged, leaking, missing an item, or with the wrong product, please do not use, open, test, spray, reseal or dispose of the item or packaging. Keep the parcel label, delivery packaging, product packaging and all contents exactly as received.
We may ask for clear photos or video so the issue can be reviewed properly. Where appropriate, we may also check order records, packing records, weight checks, courier tracking, quality-control records and returned item inspection.
Use the dedicated Missing, Damaged or Wrong Items page for the correct photo and video guidance before contacting us.
Refunds
Refunds are reviewed after the return has been received and checked. If approved, the refund is issued to the original payment method. Your bank, card provider or payment provider may take additional time to show the funds after the refund has been processed.
Delivery charges, international duties, taxes, clearance fees and return postage may not be refundable unless required by law or confirmed by us as part of a specific resolution.
Returns That Cannot Be Accepted
If a returned item is opened, used, tested, sprayed, damaged, missing supplied materials, or otherwise not in acceptable condition, we may not be able to accept the return. If you want the item sent back to you, return shipping may be payable.
Refused deliveries may be treated as returns. International refused deliveries can take several weeks to come back and destination charges, duties or taxes may not be refundable.
Helpful Links
These pages give more detail for the situations customers ask about most often.