We have a 14-day return policy, you can indicate your intent to return within 14 days of receiving your order. You have a further 14 days after indicating your intent to return your order or arrange collection.
To be eligible for a return, if we sent a sealed item, we’ll only consider returns on goods that are unopened, in original condition with all tags, and in its original packaging. This option is in addition to your consumer rights to return defective products.
Any unsealed goods are tested and checked before dispatched, photographs taken, we also weigh the fragrance bottle and record batch numbers. The item must be returned in the same condition and packaging.
Let us know the reason for return, this will determine who pays for the return postage cost. If it is a change of mind, you feel the fragrance does not smell like your previous bottle, or you find the scent is weak, you need to cover the return postage charge. We will inspect the fragrance upon receipt, if we agree with your opinion, we will gladly reimburse the postage cost you incurred.
If you need to return an item, contact details are at the bottom of this page, please quote your order number or name.
Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. PayPal refunds maybe instant, they could hold the funds for a short while.
All goods are weighed and batch numbers recorded before dispatch. Any goods returned used will not be accepted, the item will have to be returned, you will have to cover the postage cost.
If you return an item citing a reason that is later found to be incorrect (like claiming it’s faulty when it’s not), if we cover the postage cost, we reserve the right to deduct this from any refund amount.
The product must be returned to qualify for a refund.
Customer Cooperation & Duty
If you select collection of goods for the return, a smooth return can only be achieved with full customer cooperation.
You must look after the item(s) in your possession. You must ensure the returned item is well packaged, to prevent damage in transit, to qualify for a refund. Returns that are received damaged due to poor packaging, will be returned to the customer, at customer cost.
Gift Sets
Due them containing the following items, body lotions, after shave balm, hand creams, shower gels, deodorant sticks etc. We do not accept returns due to hygiene reasons.
Damages, Issues or Incorrect Item
Please inspect your order upon receipt, contact us if the item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right. The onus is on the customer to put us in a position to review the issue, you will have to provide clear photos or video footage as documentary evidence.
If we send the incorrect item, all we ask, the customer cooperate to resolve the issue.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Missing Parcel
In the event a parcel goes missing, we work to Royal Mail’s time frame.
Failure to collect or have parcel redelivered
In the event that a customer provides us with an incomplete delivery address or fails to collect their item from their local Royal Mail sorting office, then the item will be returned to us by Royal Mail. We will deduct any postage and transaction payment fee we paid from any refund.
Our Right Under Distance Selling
We have a right to deduct monies from refunds where goods show signs of unreasonable use leading to diminished value. For example, deductions for damage or wear and tear where the item has not just been checked but used.
PayPal Disputes
Once you open a PayPal dispute, all communication has to be done in that platform.
If we accept a return as part of the resolution, PayPal will provide you the instructions for return purposes.
Contact Details
Telephone Number: +447950946914
Email: contact@yourfragranceonline.co.uk