Return, refund & exchange
If something arrives wrong, we fix it.
Fragrance is sealed goods, so we cannot take a bottle back once it has left us. What we do cover is anything that arrives damaged, incorrect or missing, and we replace it.
What we replace
Three things, no questions beyond the proof.
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Damaged on arrival
The bottle is broken, cracked or leaking when you open the parcel.
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Wrong item sent
What you unboxed is not what you ordered.
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Something missing
An item on your order is not in the box.
Raise it within 5 days of delivery and we will arrange a replacement for the affected item.
The one condition
Film the unboxing. Every time.
An unboxing video is mandatory. It is the only way we can tell a courier problem from a packing one, and it is what lets us replace your item without an argument. Start recording before you cut the tape.
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01
Start before you open it
Begin filming with the parcel sealed and the label visible.
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02
One continuous take
Open it in a single unbroken shot, no cuts and no pauses.
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03
Show the problem clearly
Hold the damaged, wrong or missing item up close so it is unmistakable.
Without that footage we cannot process a claim, and we would rather tell you now than after something has gone wrong.
How to raise it
Message us, and we take it from there.
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01
Send us the video
WhatsApp it to us with your order number, within 5 days of delivery.
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02
We review it
We check the footage against your order and come back to you.
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03
We send a replacement
Once approved, we arrange a replacement for the affected item.
Being straight with you
What this policy does not cover.
We do not accept returns once an order has been delivered. Perfume is a sealed product and we cannot resell a bottle that has left our hands, so a change of mind, a scent that did not suit you, or a gift that missed the mark are not grounds for a return.
That is also why we price 8 ml decants the way we do. If you are unsure about a fragrance, buy the decant first and size up once you know you love it. It costs a fraction of the bottle and it is the honest way to try something.
We also reserve the right to decline a request that does not meet the conditions on this page, including claims raised after 5 days or sent without clear video proof.
Common questions
Asked and answered.
Can I return a perfume I simply did not like?
No. Fragrance is sealed goods and we cannot take a bottle back once delivered. Try an 8 ml decant first if you are unsure, it is there precisely for this.
Do you give refunds?
We resolve approved claims with a replacement of the affected item rather than a refund.
What if I forgot to film the unboxing?
We cannot process a claim without it. The video is what separates a genuine courier problem from a disputed one, so please start recording before you open any parcel from us.
How long do I have to raise a claim?
Five days from delivery. After that we are not able to accept it.
My bottle arrived leaking. What do I do?
Send us the unboxing video on WhatsApp with your order number. If it shows the damage clearly we will arrange a replacement once we have reviewed it.
Can I exchange one fragrance for another?
No. Replacements are for the same item where it arrived damaged, incorrect or missing, not swaps for a different scent.
Something wrong with your order? Send the video and we will sort it.
Last updated 18 October 2026.