Cancellations, Returns & Exchange
Certain items are non-cancelable and non-refundable to ensure quality, freshness, and compliance with your specifications. These include: Raw materials and perfumery ingredients (aroma chemicals, essential oils, solvents, preservatives) Perfume making kits Made-to-order items (produced to your chosen specification) Personal items with hygiene seals (cosmetics, perfumes) Key Points: No Cancellations for Change of Mind Orders cannot be canceled or refunded due to a change of mind. Hygiene and Safety All products are sealed and handled under strict hygiene standards. Once processed or shipped, items cannot be returned. Order Accuracy Please review your order carefully before completing your purchase. Orders cannot be modified once submitted. Failed Deliveries (Carrier Fault) Orders will not be considered lost until 10 working days after the date of dispatch as stated within our delivery terms. If the carrier fails to update tracking, or a parcel is assumed lost, the customer agrees to accept a replacement, provided it is received within the standard delivery timeframe. By placing an order, the customer acknowledges that they may not submit a claim for non-delivery before the 10-working-day period has elapsed and agrees to be bound by these terms. Failed Deliveries (Customer Fault) If delivery fails due to refusal, absence, or failure to collect within the carrier’s timeframes, the order will be cancelled and no refund issued, unless the customer contacts us within 48 hours of the delivery being marked as failed or returned to sender to request re-delivery or arrange collection. Goods will be held for 28 days for collection at the customer’s expense. Uncollected goods after this period will be destroyed. Re-delivery can be requested at the customer’s expense, with charges confirmed and paid in advance. Changed Your Mind You may cancel within 14 days of delivery for a full refund. Goods must be returned unopened, unused, and in resalable condition, with all packaging, seals, and cellophane intact. Contact us first for a Returns Authorization. Customer Responsibilities Customers are responsible for all return shipping costs. Use a tracked or insured service to avoid loss in transit. Proof of purchase is required. Refunds Processed within 14 days of receiving returned items in eligible condition. Only full-priced items are refundable. Sale or discounted items cannot be refunded unless damaged or faulty. Failed Deliveries (Customer Responsibility) If goods are returned due to refusal, absence, failure to collect, or an incorrect address: The order may be cancelled, or we may agree to arrange re-delivery at our discretion. A £9.95 fee will be deducted to cover original postage and packaging. A 25% restocking fee may also apply. Re-delivery can be requested at the customer’s expense, with charges confirmed and paid in advance. Must be reported within 48 hours of receipt. Items must be returned in original packaging with seals intact. Verified damaged or faulty items will be replaced or refunded. Replacements are like-for-like; if unavailable, an alternative or refund will be provided. No returns, exchanges, price adjustments, or cancellations are permitted, unless items are faulty or damaged. Overseas customers must comply with the same terms as UK customers. Returns and refunds will not be accepted if the customer fails to obtain required licenses or meet legal requirements. Packages returned due to failed delivery, non-payment of customs fees, or import issues: We reserve the right to withhold payment of goods and shipping costs in full. Partial refunds may be issued at our discretion. Customers are responsible for all resulting losses. Shipping fees, import taxes, and duties are non-refundable under all circumstances. We do not offer exchanges on any goods. Damaged or defective items will be replaced free of charge on a like-for-like basis. If a replacement is unavailable, we may provide an alternative or issue a refund to the original payment method. Always ensure your delivery address and contact details are correct. Customers bear all costs for re-delivery, handling, or losses due to incorrect information. Cancellations & Returns
1. Perfume Raw Ingredients and Made-to-Order Items
2. All Other Products (Full-Priced Items)
3. Damaged or Faulty Items
4. Sale, Clearance, or Discounted Items
5. Overseas Orders & Customs
6. Exchanges
7. Important Notes