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Returns

Returns Policy

We hope you're happy with your purchase , if you do need to return anything to us, see our terms below.
 
Free returns: Return your item(s) for free at any of the 7500 local stores (UK) offering the CollectPlus service.To find your nearest store click here
 
Returns outside of the UK will be via FedEx. No hassle collection from your door step.

 


If you wish to return any item purchased from fragrancerich.co.uk submit a request via your customer account (RMA) or please contact customer services by email: customer@fragrancerich.co.uk.
 

You may return most unopened items within 14 days of delivery for a refund. We will offer you a refund of the purchase amount or exchange as long as the returned item(s) are received within 14 days from the date you notify the us that you'd like to cancel your order. in total this can take up to 28 days, please make sure the item(s) you are returning is unopened and unused. Always use the original postal packaging if possible.

 We will only consider returns on Item(s) that are unopened, unused and in the original condition with all tags and/or packaging and any cellophane intact. Due to the personal nature of the products we sell, we cannot replace or refund unwanted items if they have been opened or have a broken seal.

You must inform us within 4 days if you have received incorrect, faulty/damage or incomplete item(s).

If you change your mind and wish to return your item(s) you will be responsible for the returns delivery fees, unless the item(s) are faulty or incorrect. Please note that you will be responsible for packing the returns well and we won't be able to accept back item(s) damaged on the way back to us because they have not been cushioned well or at all.

We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

We are unable to process a refund, exchange or replacement until we receive the item(s) back. We advise that you obtain a proof of postage receipt when send your items back to us.

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

If your Item(s) arrive damaged please do not dispose of the damaged items, we will require evidence of the damaged item(s). Please contact us immediately and we will advise you on the next steps.

The refund will not include the cost of delivery if applicable or return postage.

We cannot accept returns that are sent back to us without prior approval.

For customers with registered account s:
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 - Returns will be via FedEx.


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 orders 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 will not be able to refund delivery Fees.

 


FAQ

How do i book a return?

To book a return, sign into your account and select ‘Orders' & 'Return items’ to start the process. If you don’t have an account with us please contact Customer Services.

what should i do if i have received the wrong item?

While we do take care when packing your parcel, on a rare occasion we may send the wrong item(s) by mistake. If you have received the wrong item(s), please contact Customer Services to resolve the issue.

what should i do if i have received a faulty damaged item?

If you believe that you have received faulty or damaged item(s), contact Customer Services with your order number and images of the item so we can assist you further.

when will i receive my refund?

Once we have received and processed your return, we will refund you via the original payment method. Refunds can take up to seven days and in some cases longer to reach your account after your return has been processed.

Can i track my returned parcel?

Yes, the tracking number will be produced once you generate your returns label.


Free delivery

All domestic orders £50+

Easy returns

We cover delivery fees

Great support

Need help, We're here for you

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