Refund policy

Returns and Refunds

If you buy a bottle of any Pell Wall fragrance without having had the chance to try it first, you can return it for a refund of the purchase price (excluding P&P) if, on the first few sprays, you find you don’t like it. For a refund you’ll need to return it in new condition and in its original packaging.  This offer is in addition to your statutory rights and does not apply to samples or ingredients.

If there is a problem with your fragrance please get in touch directly so that we can make it right by means of a replacement, refund or other appropriate action.

Any import taxes or duties paid for goods are not refundable.

Returns and refunds will not be accepted if you have failed to procure valid licenses or fulfil your country’s legal requirements in order to handle any items in your order. If a license or special status (such as being a registered company) is required to import certain goods, it is your responsibility to ensure you hold valid accreditation and supporting documentation.

In cases where packages have been returned to us by our courier partners for failed deliveries, non-payment of customs fees or failing to clear customs checks because the customer did not meet the legal requirements to import the goods we reserve the right to withold a refund, issue a part refund, charge shipping and/or an administration fee.

For returns please contact us first as it isn’t always necessary for you to be inconvenienced by making a return.

Shipping and Delivery

Shipping charges are not refundable unless there has been an error on our part. If a shipment that has already been returned to us is to be reshipped an additional shipping fee will need to be paid before we can send it back out.

Note that virtually everything we ship will require a signature / photograph on delivery and will be sent using a trackable service.

Failed and Returned Deliveries

We allow customers to specify an alternative delivery address during the checkout process, it is important to make sure you check the information entered here – if you have used it before it will remember your information. All of our couriers offer a simple way to reschedule or change your delivery information once it has left us.

If your order is returned to us due to multiple failed delivery attempts by our courier partners we will need to charge shipping and handling charges again to send it back out to you! Not only do we incur the shipping expenses as a result of a failed delivery but we also lose vital admin time that could be better used fulfiling outstanding orders or helping other customers.

Missing/Lost Deliveries

If your order tracking indicates that your parcel should have been delivered and you have not received it please notify us as soon as possibble, usually within 48 hours unless there exceptional circumstances.

Our couriers are still using contactless delivery methods since the pandemic which mean they do not always obtain a signature so please do check safe areas that a courier may leave the package such as a recycling bin or front porch.

We are unable to take responsibility for items left in communal areas such as flat lobbies or reception areas.

Returns and Refunds

If you buy a bottle of any Pell Wall fragrance without having had the chance to try it first, you can return it for a refund of the purchase price (excluding P&P) if, on the first few sprays, you find you don’t like it. For a refund you’ll need to return it in new condition and in its original packaging.  This offer is in addition to your statutory rights and does not apply to samples or ingredients.

If there is a problem with your fragrance please get in touch directly so that we can make it right by means of a replacement, refund or other appropriate action.

Any import taxes or duties paid for goods are not refundable.

Returns and refunds will not be accepted if you have failed to procure valid licenses or fulfil your country’s legal requirements in order to handle any items in your order. If a license or special status (such as being a registered company) is required to import certain goods, it is your responsibility to ensure you hold valid accreditation and supporting documentation.

In cases where packages have been returned to us by our courier partners for failed deliveries, non-payment of customs fees or failing to clear customs checks because the customer did not meet the legal requirements to import the goods we reserve the right to withold a refund, issue a part refund, charge shipping and/or an administration fee.

For returns please contact us first as it isn’t always necessary for you to be inconvenienced by making a return.

Damaged Products on Delivery

In the unlikely event that there is any shortage, breakage or similar problem please contact us within 48 hours to enable us to make it right.

When reporting an item as broken, faulty or damaged please include as much information as possble and please try to include photos of the item, packaging and anything else that may demonstrate the severity of the damage or fault. This not only helps us to validate your case but also to make possible changes to how we ship and pack items to ensure the risk of damage is as small as it can be.

We reserve the right to offer a discount, credit voucher or refund of an item in lieu of a replacement at our discretion.

Please don’t send back a material sent to you in error without contacting us because it isn’t always necessary to return it.