01
Return Overview
Return Window
30 days from delivery
Item Condition
Unused & unopened
How to Request
Your Member’s Vault
Refund Timing
Within 10 business days
02
Returns Process
Step 01
Original condition
The item must be unused, with its hygiene seal intact, and complete with its box, cellophane, cap and any inserts it arrived with. Anything returned incomplete or unsealed cannot be refunded.
Step 02
Request in the Member’s Vault
Open a return request in Your Member's Vault within 30 days of delivery. Do not send anything back before your request is approved, as unannounced returns cannot be matched to an order and may be refused.
Step 03
Send tracked
Approved returns must be sent with a tracked service and packed so the item arrives undamaged. The item stays your responsibility until it reaches us, so keep your proof of postage and tracking number.
Step 04
Return shipping
Return postage on an unwanted item is paid by you. We pay it when the item is damaged, faulty or not what you ordered. Original delivery charges are refunded only where required by law.
Step 05
Inspection
Every return is checked on arrival against what was reported. We may reduce or decline a refund where the item has been used, unsealed, is missing parts, or does not match the item that was sent out.
Step 06
Refund issued
Once received and inspected, refunds go back to the original payment method within 10 business days. You will get an email confirming it. Your bank may take a few days more to show it.
03
Damaged or Incorrect Items
Report
Within 48 hours
Tell us within 48 hours of delivery. Claims raised after 48 hours cannot be accepted, because we have to raise them with the carrier inside their own claim window.
Evidence
Photos required
We need clear photos of the item, of the outer shipping box including any damage to it, and of the shipping label. Without all three we cannot claim against the carrier and cannot process the claim.
Resolution
We’ll make it right
Once the claim is confirmed we will arrange either a replacement or a refund, and we cover the return shipping. Which of the two we offer is our decision, not a choice between them.
Replacements
After the return
Replacements and refunds are issued once the original item has been returned to us and inspected. We arrange and pay for the return, either by booking a collection or sending you a prepaid label.
04
Claim conditions
Condition 01
Return it complete
Please send the item back complete, with the bottle, box, cap, cellophane and every insert it arrived with. We need the full item in order to settle a claim.
Condition 02
It must match the claim
The item we receive should be the one that was reported, in the condition described. If it does not match, we will come back to you before we decide, and the item can be returned to you. Return carriage in that case is at your cost.
Condition 03
Keep it until collected
Where we book a collection, please keep the item available at the delivery address. If two attempts fail, get in touch and we will arrange a new date. We cannot settle a claim on an item we are unable to collect.
Condition 04
When we decline
There are a few things we cannot cover. Damage caused after delivery, an item that has been used, a hygiene seal broken before the damage was reported, or a claim the evidence does not support.
Condition 05
Refused and undelivered parcels
If a parcel is refused at the door, or comes back to us because it was not collected from a pickup point, we will refund it less the outbound and return carriage we actually paid.
Condition 06
Repeat claims
Most claims are straightforward and we settle them quickly. In the rare case where claims on an account are not supported by the evidence, we may ask for the item back before issuing a remedy, and we may review how we handle further claims on that account.
05
Non-Returnable Items
Opened fragrances
Fragrance is sealed for hygiene. Once the seal or cellophane has been broken it cannot be returned or resold, so it cannot be refunded unless it is faulty.
Samples, decants, and tester vials
Samples, decants and tester vials are not eligible for return unless they are faulty, as they cannot be resold once they leave us.
Hazardous goods
Alcohol-based fragrance is a restricted dangerous good. Some items cannot be returned by air and we will tell you the route to use when we approve the return.
Your statutory rights
Nothing in this policy limits your statutory rights as a consumer. If you are buying as a consumer in the EU you have 14 days to withdraw from a distance purchase, except where an exemption applies, such as sealed goods that have been unsealed after delivery. Our 30 day window is offered in addition to that right, not instead of it.
06
Frequently Asked Questions
Unwanted items can be returned within 30 days of delivery. They must be unused, still sealed, and complete with all their original packaging. Request the return in Your Member's Vault first, as returns sent without an approved request cannot be matched to an order and may be refused.
Once your return has arrived and been inspected, the refund goes back to your original payment method within 10 business days and you will get an email confirming it. Your bank may take a few days longer to show it.
Contact us within 48 hours of delivery with photos of the item, the outer box including any damage to it, and the shipping label. Once the claim is confirmed we will arrange a replacement or a refund and we cover the return shipping.
Yes. Replacements and refunds on damaged, faulty or incorrect items are issued once the original has been returned and inspected. We arrange and pay for that return, either by booking a collection or sending you a prepaid label, and the item must come back complete.
Fragrance that has been unsealed cannot be returned, as it is sealed for hygiene and cannot be resold. Samples, decants and tester vials are not returnable unless faulty. Some items cannot travel back by air because alcohol-based fragrance is a restricted dangerous good.
You do on an unwanted item, and it must be sent tracked because it remains your responsibility until it reaches us. We pay on anything damaged, faulty or incorrect.
No. If you are buying as a consumer in the EU you keep your 14 day right to withdraw from a distance purchase, except where an exemption applies such as sealed goods unsealed after delivery. Our 30 day window is offered on top of that, not instead of it.
Log in to Your Member’s Vault to request a return and track its progress.
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