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, included extras or free items that formed part of the order or offer.
Items may not be accepted if
- They have been opened, used, tested, sprayed, altered, damaged, resealed or tampered with.
- Supplied packaging, labels, inserts, free gifts, promotional items or included 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.
Promotions, Multibuy Offers & Free Gifts
From time to time, orders may include a promotional offer, multibuy offer, free fragrance, free gift, sample, discount or other included extra. These benefits are conditional on the order meeting the offer requirements after any return has been reviewed.
For example, where an offer requires you to buy a minimum number of qualifying fragrances, such as buy 5 fragrances and get the 6th fragrance free, the free fragrance must also be returned if returning one or more items means the order no longer meets the offer threshold.
If your return affects an offer
- If the number of qualifying items kept falls below the required threshold, the free item, free fragrance or promotional item must be returned with the rest of the return.
- If a free gift or included extra was provided because the order qualified for a promotion, it must be returned if the qualifying item or qualifying spend is returned.
- All promotional items, free gifts and free fragrances must be unopened, unused, untested and in the condition supplied.
If the free item is not returned
- If a free item, free gift or promotional extra is not returned, we may adjust the refund to reflect the value of the item or the promotional benefit received.
- If a promotional item is returned opened, used, tested, sprayed, damaged or missing supplied packaging, we may not be able to accept it as part of the return.
- Any refund adjustment will be reviewed fairly and in line with the promotion, the returned items and your statutory rights.
This section does not affect your statutory rights where an item is faulty, damaged, missing, wrongly supplied or otherwise not as described. In those cases, please contact us before using or returning the item so we can review the issue properly.
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.
Include any free gifts, samples, promotional items, free fragrances or included extras that must be returned because of the return.
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.
If an accepted return means the order no longer qualifies for a promotional offer, multibuy offer, free fragrance, free gift or included extra, the refund may be adjusted to reflect the offer terms where the promotional item is not returned in acceptable condition.
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.
If a required free gift, promotional item, free fragrance or included extra is not returned when the order no longer qualifies for the offer, we may adjust the refund or ask for the item to be returned before the return is completed.
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.