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

What you can’t send back.

Unfortunately, some items are non-cancelable and non-refundable. Those items are ‘made to order’ to ensure absolute quality and freshness and include, but are not limited to the following products: 

Raw materials and ingredients for perfumery; aroma chemicals, essential oils, solvents, preservatives and perfume making kits.

‘Made to Order’ items are subject to the specification required by you at the time the 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. 

Personal items, such as cosmetics and perfumes, that are sold with a hygiene seal and where such seal is broken may not be returned.

If in doubt, to avoid disappointment, please check with us to confirm, whether an item is cancelable or non-cancelable before ordering.

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

Returns due to failed deliveries (Fault of the customer)

If the carrier has recorded a failed delivery for orders containing ‘made to order’ goods such as aroma chemicals, essential oils and other ingredients for perfumery and the goods are returned to us because you either refused, were not present at the address to accept delivery, and/or failed to pick up the goods from the carrier following a failed delivery attempt within the time limits imposed by the carrier, we will consider this a breach of our contract and we reserve the right to treat the contract as at an end and may cancel the order. The goods will remain with us for a total of 28 days to allow you sufficient time to arrange collection by your own carrier. Failure to arrange collection and delivery to your address at your own expense within this time, will result in the goods being destroyed. Alternatively, you can elect to have the items re-delivered and agree to pay a re-delivery fee to have the goods re-sent to you. Costs to be determined and paid prior to the goods being re-shipped.

This does not affect other products, 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.

Returns due to failed deliveries (Fault of the customer)

If the carrier has recorded a failed delivery and the goods are returned to us because you either refused, were not present at the address to accept delivery, and/or failed to pick up the goods from the carrier following a failed delivery attempt within the time limits imposed by the carrier, we will consider this a breach of our contract and we reserve the right to treat the contract as at an end and may cancel the order. If we deem the order to be cancelled, you agree that we may deduct a flat rate charge of £9.95 from any eligible refund due to cover the original cost of the postage and packaging. In addition you agree that we may deduct a 15% re-stocking fee from the total order value. Alternatively, you can elect to have the items re-delivered and agree to pay a re-delivery fee to have the goods re-sent to you. Costs to be determined and paid prior to the goods being re-shipped.

Exchange

We do not offer 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.