1. Change-of-Mind Returns

For qualifying online purchases, please notify us within 14 days of receiving your order if you wish to cancel.

After notifying us, the goods should be returned within the applicable return period.

Please wait for our return instructions before sending your item so that your return can be correctly identified and processed.

2. Condition of Returned Products

Please return products in the condition in which you received them wherever reasonably possible, including their original retail packaging.

You may inspect a product to the extent reasonably necessary to establish its nature and characteristics.

If handling goes beyond what would reasonably be permitted in a retail shop and reduces the value of the product, we may make a lawful deduction from the refund where applicable.

Certain sealed goods may also be excluded from cancellation rights once unsealed where a legal health-protection or hygiene exception applies.

3. Damaged, Defective or Incorrect Items

Please contact us if your product is:

• damaged during delivery;
• broken or leaking;
• defective;
• materially not as described; or
• different from the product ordered.

For visible transit damage, please contact us preferably within 48 hours of delivery.

Please send:

1. a photo of the outer shipping box and shipping label;
2. a photo clearly showing the product damage or defect;
3. a photo of the bottle, seal, cap or affected area where relevant;
4. your order number.

4. EU 14-Day Withdrawal Right

Where applicable EU consumer distance-selling rules apply to your purchase, EU consumers generally have 14 days from receipt to exercise the applicable statutory withdrawal right.

This right is separate from your rights relating to faulty, damaged or incorrectly supplied goods.

Applicable statutory exceptions may still apply to particular goods.

5. Products That May Not Qualify for Change-of-Mind Returns

Subject to your statutory rights, this may include:

• personalised or custom-made goods;
• gift cards where legally non-refundable;
• goods materially used, damaged or altered after delivery;
• qualifying sealed products where a statutory exception applies after unsealing;
• other products excluded from statutory cancellation rights.

A product being discounted or on sale does not by itself remove statutory consumer rights.

6. Faulty Products

Change-of-mind restrictions are separate from your rights where a product is faulty, damaged, materially not as described or incorrectly supplied.

Opening packaging where reasonably necessary to discover a defect does not automatically prevent a valid statutory claim.

7. Return Shipping Costs

For ordinary change-of-mind returns, customers will normally be responsible for the direct cost of returning the product unless applicable law requires otherwise.

If we supplied a faulty, damaged or incorrect item, we will provide an appropriate return solution or reimburse reasonable return costs where required.

Please retain proof of postage.

8. Returning Fragrance Products Safely

Fragrances may contain alcohol and may be treated as restricted or flammable goods by delivery companies.

Please follow the return instructions we provide and use a suitable carrier service permitted to carry fragrance products.

9. Refunds

Once a return has been received or acceptable evidence of return has been provided where applicable, we will process the refund in accordance with applicable law.

Refunds are normally returned to the original payment method.

Your bank or payment provider may require additional time before the money appears in your account.

10. Original Delivery Charges

Where a qualifying statutory cancellation applies to your full order, we will refund the standard outbound delivery charge where legally required.

If you selected a more expensive premium or expedited delivery service, any refund may be limited to the cost of our standard delivery option where permitted.

11. Partial Returns

If only part of a multi-item order is returned, treatment of the original delivery charge will depend on the circumstances and applicable law.

12. Exchanges

We do not currently process direct exchanges.

Please return the original qualifying item for a refund and place a new order separately for the replacement product.

13. Refused or Uncollected Deliveries

If a parcel is returned because delivery was refused, an incorrect address was supplied or the parcel was not collected, we will contact you regarding the available options.

Any applicable deductions or re-delivery charges will only be made where legally permitted.