Returns

Returns Policy

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Return your item(s) at any of the 7500 local stores (UK) offering the CollectPlus service. To find your nearest store click here

We hope you're happy with your purchase , if you do need to return anything to us, see our terms below.

Free Returns:

You may return most unopened items within 14 days of delivery for a full refund. We will offer you a full purchase refund or exchange as long as the return is made within 14 days from receipt of your item(s). Please make sure the item(s) you are returning is unopened and unused. Always use the original postal packaging if possible.

Return of unwanted items is at our discretion and we'll only consider returns on Item(s) that are unopened and in original condition with all tags and/or packaging.

Unless the Item(s) are faulty or incorrect, you will be responsible for the returns delivery cost and ensuring that the Item(s) arrive in perfect condition.

 

If you receive the wrong item(s) or item(s) are damaged tell us what has happened, we can make things right.

We cannot accept returns that are sent back to us without prior approval. If you need to return an item, Please contact us at customer@fragrancerich.co.uk. We will send you an email confirmation with instructions on how to produce your CollectPlus label.

Alternatively if you have registered for an account:

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

2) Specify the Qty 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

Refunds

You should expect to receive your refund within a maximum time of within 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 cannot 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

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 of this.

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