Cancellations, Returns & Exchange

Cancellations & Returns

Perfume Raw Ingredients and Made-to-Order Items

Certain items are non-cancellable and non-refundable to ensure quality, freshness, and fulfillment to your exact 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), including diluted and undiluted ingredients
  • Personal items with hygiene seals (cosmetics, perfumes)

Key Points:

No Cancellations for Change of Mind

Orders cannot be cancelled or refunded due to a change of mind.

Hygiene and Safety

All products are sealed and handled under strict hygiene standards. Once an order is submitted by a customer, items cannot be cancelled or 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 in our delivery terms.
  • If the carrier fails to update tracking or a parcel is assumed lost, we may, at our discretion and in accordance with applicable consumer law, issue a full refund or send a replacement.
  • 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, incorrect address or failure to collect within the carrier’s stated 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 a maximum of 28 days for collection or re-delivery, at the customer’s expense.
  • Re-delivery can be requested, with charges confirmed and paid in advance.
  • If re-delivery or collection has not been arranged and paid for within the 28-day period, the goods will be destroyed, and no refund will be provided.
  • At our discretion—and only if payment is made within the 28-day holding period—we may agree to include the returned items with a subsequent order placed by the customer.

All Other Products (Full-Priced Items)

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 Authorisation.

Customer Responsibilities

  • Customers are responsible for all return shipping costs.
  • A tracked or insured service must be used 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.
  • If re-delivery or collection has not been arranged and paid for within the 28-day period, the goods will be destroyed, and no refund will be provided.
  • At our discretion—and only if payment is made within the 28-day holding period—we may agree to include the returned items with a subsequent order placed by the customer.

Damaged or Faulty Items

  • 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.

Sale, Clearance, or Discounted Items

No returns, exchanges, price adjustments, or cancellations are permitted, unless items are faulty or damaged.

Overseas Orders & Customs

  • 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.

Exchanges

  • 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.

Important Notes

  • Always ensure your delivery address and contact details are correct.
  • Customers are responsible for all costs associated with re-delivery, handling, or losses resulting from incorrect information.