Refund & Return Policy

Return Eligibility

Return eligibility depends on the condition of the item, the reason for the request and the consumer protection rules that apply to your order.

Please contact us before sending any item back so we can explain the appropriate process and confirm the next steps.

Fragrance & Personal Care Items

For hygiene, safety and product-quality reasons, opened, used or unsealed fragrance and personal care products may be ineligible for return where permitted by applicable law.

This does not affect any rights you may have if an item is faulty, damaged, incorrect or otherwise covered by applicable consumer protection laws.

Damaged or Incorrect Orders

If your order arrives damaged, faulty or different from what you purchased, please contact our support team as soon as reasonably possible.

Include your order number, a description of the issue and clear photographs where relevant. We will review the details and advise you on the available resolution.

How to Request a Return

To begin a return request:

• Email our customer support team.
• Provide your order number and purchase details.
• Explain why you are requesting a return.
• Attach photographs if your item is damaged or incorrect.
• Wait for instructions before sending anything back.

Please do not send items to an address until the return process has been confirmed.

Refund Approval & Processing

Once a refund request has been reviewed and approved, the refund will be processed according to the applicable circumstances and payment provider procedures.

Where possible, refunds are returned through the original payment method. The time it takes for funds to appear may depend on your bank or payment provider.

Return Shipping

Return shipping arrangements and responsibility for any associated costs will be explained when your request is reviewed, subject to applicable law.

If an item arrives damaged, faulty or incorrect, please contact us before arranging return shipping so we can advise you appropriately.

Order Cancellations

If you need to cancel an order, contact us as soon as possible and provide your order number.

We will check whether the order can still be cancelled. Orders that have already been processed or dispatched may not be cancellable, but your applicable legal rights remain unaffected.

Missing or Undelivered Orders

If your order has not arrived or tracking information appears incorrect, please contact our support team with your order confirmation and any tracking details available.

We will review the information and help identify the appropriate next steps with the relevant delivery provider.

Exchanges & Replacements

If you receive an item that is faulty, damaged or incorrect, a replacement or another suitable resolution may be available depending on stock, the circumstances and applicable law.

Please contact us first so we can assess your request and explain the options available.

Refund Exceptions

Some items or circumstances may be subject to specific restrictions, including hygiene-related restrictions for eligible product categories.

Any applicable exclusions will be assessed in accordance with the law. Nothing in this policy is intended to exclude consumer rights that cannot legally be limited.

Order Information

Please keep your order confirmation or order number available when contacting us. Accurate details help us locate your purchase and review your request efficiently.

We may request additional information when reasonably necessary to verify an order or assess a reported issue.

Policy Updates

We may update this policy to reflect changes to our processes, products or applicable legal requirements.

Any updated version will be published on this page. Please review the policy relevant to your purchase if you need clarification about a return or refund.