Returns, Refunds and Exchanges Policy

Returns & Refunds

Cancellation Rights (Consumers)

If you are a UK consumer, you generally have the right to cancel your order within 14 days of receiving your goods.

This right does not apply to:

  • Goods prepared to order once preparation has begun
  • Digital content once supply has begun with your consent
  • Other statutory exemptions

Nothing in this document affects your statutory rights.

Prepared-to-Order Products (Ingredients)

All perfumery ingredients are prepared to order.

Preparation begins when we start measuring, decanting, packaging, or otherwise preparing the materials specifically for your order.

This means:

  • Dispatch may take longer than for other products
  • Orders cannot be cancelled or returned once preparation has begun, unless the goods are faulty, damaged, or incorrect

Accessories are not prepared to order and may be returned where permitted.

Finished Fragrances

Where a fragrance has not been sampled prior to purchase, we allow a discretionary return (excluding delivery charges) after minimal use, provided:

  • Only a small number of sprays have been used
  • The product and packaging are returned in new condition

This is a goodwill policy and does not affect statutory rights.

Digital Products

Once supply has begun, digital products are non-refundable.

Returns & Refunds (General)

Returns require prior contact and approval.

Where permitted:

  • Return postage is the customer’s responsibility
  • Reasonable deductions may be made for handling beyond inspection or customer fault

Import duties, taxes, and customs charges are non-refundable.

Damaged or Incorrect Goods

Issues should be reported within 48 hours of delivery where reasonably possible.

We may request photographs or supporting information.

Depending on circumstances, we may offer replacement, refund, partial refund, or credit.
Statutory rights are unaffected.

Refunds Requested Due to Lead Time

Where a refund is requested solely because a customer no longer wishes to wait for the advertised lead time, and the request falls outside statutory cancellation rights, we reserve the right to:

  • Refuse the refund, or
  • Deduct reasonable and evidenced costs actually incurred, including:
    • Non-recoverable payment processing fees
    • A reasonable administration fee reflecting staff time and resources committed

This section does not apply where:

  • You exercise a statutory right to cancel, or
  • Goods are faulty, damaged, or not as described.