Returns

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Just pop into your customer account on fragrancerich.co.uk and submit a return request (RMA), or if you prefer, just drop our friendly customer service team an email at customer@fragrancerich.co.uk.

As long as your items are unopened and you let us know you'd like to return them within 14 days of receiving them, we'll be happy to give you a refund or an exchange. We just need to receive the item back within 14 days from when you told us you wanted to cancel, so the whole process from start to finish shouldn't take longer than 28 days. Please make sure they're still in their original packaging with all the tags and cellophane intact, as we can't accept returns on opened or used items due to the personal nature of our products. If you can, please use the original packaging for the return.

Important! If you've received something that's not quite right – maybe it's incorrect, faulty, damaged, or even missing something – please let us know within 4 days so we can sort it out quickly for you.

If you've simply changed your mind and want to return something, you'll just need to cover the cost of sending it back to us, unless it's faulty or incorrect. Please make sure to pack your returns really well, as we can't accept items that get damaged on their way back to us because they weren't cushioned properly.

We want to be fair, so if items show signs of being used more than is reasonable, we might have to offer a reduced refund. In that case, we'll let you know, and you can either accept the reduced amount or arrange to have the items sent back to you within 28 days.

We can't process a refund, exchange, or replacement until your item has arrived back with us, so we always recommend getting proof of postage when you send it.

If we've sent you the wrong thing or it's arrived damaged, please tell us exactly what's happened so we can make things right for you! If your item arrives damaged, we'll need some evidence, so please contact us straight away, and we'll guide you through the next steps.

Please note that the original delivery cost (if you paid one) and the return postage aren't included in the refund, unless the item was faulty or incorrect. Also, please get in touch with us before sending anything back, as we can't accept returns sent without our prior okay.

We're here to help make your shopping experience fantastic, so please don't hesitate to reach out if you have any questions at all!

Customers with registered accounts:

1) Log into your account, find the order and click the 'Return Items' link.

2) Specify the quantity to return, return reason, and return action. You will also have the option to leave a comment.

3) After submitting the request, you will see the further 'Return Instructions' and receive a submission confirmation email.

4) You will receive a confirmation email once the return request has been approved or another decision has been made.

For information on EU returns, please contact us at customer@fragrancerich.co.uk-Returns will be via FedEx.

Refunds:

You should expect to receive your refund within a maximum time of four weeks of receipt of your item (s). However, in many cases, you will receive a refund more quickly, within 5 business days. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We can not complete the process of an exchange or refund until we receive the item(s). It would be a good idea to keep your postage receipt safe. We reserve the right to refuse a refund or exchange on the item(s) if the packaging is damaged. None of the above refund terms affect your statutory rights in the UK.

Cancellations

The cancellation period ends at the end of 14 days after the day on which the goods come into your physical possession (when the goods have been delivered). If multiple goods are delivered on different days, the cancellation period ends at the end of 14 days after the day on which the last item (s) comes into your physical possession.

To cancel an order, send an email to Customer@fragrance.co.uk. Include your order reference number in the title of the email. You will need to indicate why you would like to cancel the order. Once your order cancellation email is received, we will cancel your order and send you a confirmation email.

Please note: if the cancellation request isn't sent before the item has been shipped, we will not be able to refund delivery fees.