Replacement & refund policy

Replacement support, with a clear process.

Our standard policy

We do not offer change-of-mind returns or refunds. For eligible damaged, defective, leaking or incorrect items, our standard resolution is a replacement. Please report the issue within 3 calendar days after delivery.

How to request a replacement

1. Contact our support team with your order number and the email or phone used for the order.
2. Share clear photos of the item, outer packaging and shipping label. An unboxing video can help if you have one, but is not the only acceptable evidence.
3. Keep the affected item and packaging while we review the issue. Do not send anything back until our team provides instructions.

What happens next

We will review the information and confirm the appropriate remedy and any collection arrangements. For a verified defect, transit damage or wrong item, any required return or replacement shipment will be arranged without an additional shipping charge to you. If the original replacement is unavailable, we will contact you to agree an appropriate alternative or provide the remedy required by law.

Scent preference and normal variation

A change of mind or personal dislike of a fragrance is not, on its own, a product defect. Scent perception and wear can vary between people and conditions. This does not exclude a valid claim where the item is defective or differs from its advertised description.

Refunds and your statutory rights

The standard no-refund policy and 3-day reporting window do not limit rights or remedies available under applicable consumer law, including refunds where legally required. Duplicate charges, failed-payment debits and other payment errors will be investigated with the payment provider and resolved as applicable. Contact us even if you discover a qualifying defect after the standard reporting window.

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