Report promptly
Share the order number, issue details and clear images so our support team can review the request.
Client assurance
Returns & refunds
A clear, respectful process for eligible returns, damaged parcels and approved refunds.SSClient promise
Protected review
Eligibility is checked against the published return policy and the condition of the fragrance and packaging.
Transparent outcome
Approved replacements or refunds are communicated with expected timelines and payment-method details.
Eligibility
Because fragrance is a personal-use product, an opened, sprayed, used, altered or incompletely packaged item is ordinarily not returnable for preference, longevity or scent perception. A sealed and unused item may be considered within the return window displayed for the order, subject to inspection. Your statutory rights for defective, damaged, misdescribed or incorrect goods remain unaffected.
Damaged, leaking or incorrect item
Contact support promptly after delivery with the order number, a clear unboxing video, photographs of the shipping label, outer packaging, seal and product, and a description of the issue. Keep all packaging until the review is complete. Verified cases are resolved with replacement, return or refund as appropriate.
How to request a return
Sign in, open the relevant order and use the available return action, or contact support. Do not send a parcel without approval and return instructions. Items sent to an unapproved address or without identification may be delayed or rejected.
Inspection and approval
Returned items are checked for identity, seal, accessories, complimentary items and condition. We communicate approval, rejection or any additional information required. Normal variation in fragrance perception or performance across skin type and climate is not by itself a defect.
Refund method and timing
Approved prepaid refunds are sent to the original payment method. For eligible Cash on Delivery refunds, we will request a verified bank or other supported payout method through a secure channel. Processing begins after approval; the time to appear depends on the bank or payment provider.
Cancellation
An order can be cancelled from the account while the cancellation action remains available. After packing, label creation or courier collection, cancellation may no longer be possible; the applicable return process will then apply.
Shipping costs and promotions
Where an entire order is validly refunded, refundable amounts are calculated from the amount actually paid after discounts. Coupon value is not paid out in cash. Return or re-shipping costs may be deducted only where permitted and disclosed for a non-defective return.
Non-returnable circumstances
Returns may be declined for used or tampered fragrance, missing serial or batch identification, incomplete packaging, damage caused after delivery, unauthorised shipment, or a request outside the displayed window—except where applicable law provides otherwise.
Returns & Refunds
Eligible orders can be requested for return from your order history within the return window shown on the order. Once a return is received and verified, refunds are issued to the original payment method. Cash on Delivery orders are refunded via the method confirmed during the return process.
