Returns Policy
Return your item(s) for free using our Royal Mail returns service. You can also book a free collection with your returns.
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 an exchange as long as the returned item (s) is received within 14 days from the date you notify us that you'd like to cancel your order. In total, this can take up to 28 days, but no more than 14 days from the notification of cancellation. Please make sure the item(s) you are returning are unopened and unused. Always use the original postal packaging if possible.
We will only consider returns on items 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 can not 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/damaged or incomplete item (s).
If you change your mind and wish to return your item (s), you will be responsible for the return delivery fees, unless the item (s) is faulty or incorrect. Please note that you will be responsible for packing the returns well and we won't be able to accept back items 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 may 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 sending your items back to us.
If you receive the wrong item (s) or item (s) is damaged, tell us what has happened. We can make things right.
If your item (s) arrives 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 can not accept returns that are sent back to us without prior approval.
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.
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.
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