We want every order to be perfect. Here's how we handle issues when they arise.
If you receive a delivery that is incomplete, damaged, or believe an order has not arrived, you must notify us in writing within 5 working days of the delivery date. Verbal notifications alone cannot be accepted — all claims must be documented in writing to allow us to investigate properly and ensure a fair outcome.
Once your written claim is received, our team will review the details and verify the information before contacting you with the appropriate next steps.
Email us within 5 working days of delivery, clearly describing the issue with your order number.
We review and verify your claim using our dispatch records, courier data, and photographic evidence where applicable.
We'll inform you of the outcome and advise on whether the goods need to be returned, and how any credit will be applied.
If we determine that goods need to be returned, please ensure they are securely and appropriately packaged before sending them back. Fragrance products are delicate — inadequate packaging that results in further damage during the return journey may affect your claim.
Please always contact us before sending any return so we are expecting your shipment and can log it correctly on arrival. Unannounced returns may cause delays in processing your claim.
Reimbursement of any return shipping costs is considered on a case-by-case basis and is made entirely at our discretion, depending on the nature and circumstances of the claim. We will communicate our decision clearly once the claim has been reviewed and verified.