Terms & Conditions
Returns, Refunds & Cancellation Policy
We guarantee that every fragrance you receive is 100% authentic. What we can not guarantee is whether you'll fall in love with the scent itself - fragrance is personal, after all.
Every fragrance is hand-decanted to order directly from the manufacturer's original bottle, your order is prepared specifically to your chosen size and selection. This means your purchase falls within the "bespoke" exemption under the Consumer Contracts Regulations 2013, and the standard 14-day cooling-off cancelation period does not apply in the usual way.
That said, we believe in being fair. While the law does not require us to accept change-of-mind returns on made-to-order items, we voluntarily offer a limited 14-day returns window, subject to the conditions below.
1. Bespoke-to-Order products
Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods made to a customer's specifications or clearly personalised.
All fragrance samples sold by us are individually hand-decanted to order after purchase, in the size and combination selected by the customer. We do not hold pre-made stock ready for resale.
As such, our products are classified as bespoke-to-order items and are except from the statutory cooling-off period that normally applies to standers retail purchases.
Nothing in this policy affects your statutory rights relating to faulty, damaged, or misdescribed goods under the Consumer Rights Act 2015.
2.Goodwill Returns Policy
As a gesture of goodwill, we may accept returns within 14 days of delivery provided that:
the order remains completely unopened and unused;
all original packaging is intact and is in pristine condition; and
the return has been approved by us in advance.
For hygiene and product integrity reasons, opened or used fragrance samples cannot be returned, refunded, or exchanged in any circumstances.
3. Return Approval Required
Please contact us before returning any item.
Returns sent without prior approval will be refused and returned to sender. We cannot accept responsibility for unauthorised returns posted without confirmation from us first.
4. Return Postage & Tracking
Customers are responsible for the cost of the return postage.
All returns must be sent using a tracked delivery service. We strongly recommend retaining proof of postage until your refund has been processed.
We cannot accept responsibility for returns lost in transit, and returns sent without tracking may not be eligible for a refund if they cannot be verified as delivered.
5. Return Deadlines
Approved returns must arrive back with us within 28 days of the delivery date.
Refund, replacements, or exchanges will only be processed once the returned items have been received and inspected.
6. Fragrance Reformulations
Fragrance manufactures occasionally reformulate products due to ingredient availability, regulatory changes, or updated formulations.
As a result, a fragrance may smell slightly different from previous versions you may have owned or sampled. Such variations are not considered faults, and we cannot offer refunds or exchanges based on differences between batches or personal scent expectations.
7. Faulty, Damaged, or Incorrect Items
Your statutory rights under the Consumer Rights Act 2015 remain fully protected.
If your order arrives:
damaged,
faulty,
leaking,
incomplete, or
materially different from its description,
please contact us within 24 hours of delivery so we can investigate and resolve the issue promptly.
Depending on the circumstances, we may offer:
a replacement, or
a full or partial refund.
To help us process claims efficiently, we may request:
photographs of the packaging and items;
details of the issue; and
reasonable cooperation during any courier investigation.