Cancellations, Returns & Refunds for ‘Made to Order’ products and materials.

Ingredients for perfumery (aroma chemicals, essential oils, solvents, preservatives) are ‘Made to Order’ at the time your order is placed by you and received by us and as such are NOT eligible for return or refund.

Items that arrive damaged or have been incorrectly fulfilled must be reported within 48 hours of receipt for a replacement or refund. 

For damaged items or incorrectly fulfilled orders, please contact us in the first instance.

This does not affect other products such as fragrance and diffuser oils which can be returned in accordance with your statutory rights and the following policies:

Cancellations, Returns & Refunds for all other products.

Cancellations & Returns

Changed your mind and need to return an unwanted item? No problem.

You may cancel an order within 14 days from the date of delivery for a full refund.

All unwanted goods must be sent back to us within that 14 day period and follow this returns policy. 

We will accept returns for any unwanted items, providing the goods are unopened, unused and are in a resalable condition. By this we mean that all packaging and or cellophane wrapping and tamper resistant seals are all intact. 

To complete a return, we require a receipt or proof of purchase and customers are advised to please contact us in the first instance.

IMPORTANT: Please do not send your purchase back without first contacting us to obtain a Returns Authorisation. At which point we will provide you with full details on how to return your eligible items.

We do not take responsibility for goods lost in transit so you should consider using a trackable shipping service or purchasing shipping insurance, when returning any items to us. Customers are responsible for the full cost of returning any unwanted items.

Refunds are issued within 30 days from the date of cancellation; provided the goods are returned in their original unused and unopened condition with all security and tamper resistant seals in place.

Only full priced items may be returned for a refund. Sale or discounted items cannot be returned for a refund unless they are damaged or faulty.

Exchange

We do not accept exchanges unless the goods are faulty or damaged. if you wish to exchange a faulty or damaged item then please contact us in the first instance.

Any damaged or defective items will be replaced without charge. Replacement items are issued on a like for like basis. If a product is no longer available, we may offer an alternative otherwise a refund will be issued to the original payment method.

Overseas Orders (Customs)

Overseas customers are required to adhere to the same above terms as UK customers. In addition, returns and refunds for any items not covered under the ‘Made to Order’ terms will not be accepted if valid licenses or legal requirements for handling the items were not fulfilled prior to purchase and it is therefore the sole responsibility of the customer to ensure they have the necessary accreditation and documentation for importing certain goods.

If packages are returned due to failed deliveries, non-payment of customs fees, or failure to meet import requirements, we reserve the right to withhold or issue a partial refund, charge shipping and/or additional administration fees.

Packages destroyed by customs and/or refused clearance are the sole responsibility of the customer and the customer agrees to accept full responsibility for any such losses incurred as a result.

Shipping fees, import taxes, and/or duties paid for goods are non-refundable.