Returns, Refunds and Withdrawal

Find your situation below, then read the section it points to. Where more than one applies, you may choose whichever is better for you.

If you are a consumer in the European Union, you have a statutory right to withdraw from a distance contract without giving any reason and without penalty. This right exists under the Consumer Rights Directive 2011/83/EU and we cannot take it away or make it conditional.

The subsections below explain how it works.

You have 14 days to withdraw. The period runs from the day you, or someone you named other than the carrier, take physical possession of the goods.

If your order is delivered in several parts, it runs from the day you receive the last part. To meet the deadline it is enough that you send your decision before the period expires — the goods do not have to be back with us by then.

Send us a clear statement that you are withdrawing from the contract: email [email protected], or write to [TO BE COMPLETED]. Include your order number and what you are returning.

Any clear statement is enough. You may use the model form below, but you do not have to, and we will not reject a withdrawal because it was not on our form or did not use particular words. We will acknowledge your withdrawal without delay.

The standard EU model withdrawal form is available on this site, ready to print or copy: see the “Withdrawal form” page linked from the footer.

Using it is optional. It exists because the law requires us to make it available to you, not because your withdrawal depends on it.

Send the goods back without undue delay, and in any event within 14 days of telling us you are withdrawing. The deadline is met if you dispatch them before the 14 days are up.

You bear the direct cost of returning the goods when you withdraw simply because you changed your mind. We will tell you what that is likely to be before you commit, and you are free to use any carrier you like.

You never pay return costs where the goods are faulty, damaged, or not what you ordered. Those are dealt with in their own sections below, and this paragraph does not apply to them.

We refund everything you paid, including the standard delivery charge you paid on the original order.

If you chose a more expensive delivery option than our standard one, we refund the cost of the standard option — the extra you paid for speed is not refunded.

Where you return only part of an order, we refund the price of the returned items; the delivery charge is refunded in full only where the whole order is returned.

We refund without undue delay and in any event within 14 days of the day we are informed of your withdrawal.

We may hold the refund until we have received the goods back, or until you supply evidence that you have sent them — whichever happens first. That is the only circumstance in which we delay a withdrawal refund.

We refund using the same means of payment you used, unless you expressly agree otherwise. You will not incur any fee from us as a result of the refund.

Where you paid cash on delivery, we will agree a refund method with you, since there is no card to return the money to. How long your bank or payment provider then takes to show the money is a matter for them.

You may handle and inspect the goods as you would in a shop — enough to establish their nature, characteristics and how they work.

If you handle them beyond that and their value is reduced as a result, we may deduct the amount of that reduction from your refund. We will explain any deduction and how it was calculated.

This is a deduction, not a refusal. Withdrawing is your right, and using it does not depend on the goods being untouched.

EU law contains one exception relevant to perfume. Under Article 16(e) of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene, if they were unsealed after delivery.

In practice: while a perfume is still in its factory seal, you may withdraw and return it. Once you have broken that seal, the right of withdrawal no longer applies to that item, for hygiene reasons.

This exception is narrow, and it is important to be clear about what it does not touch. It does not apply where a product is faulty, where it is not as described, where it arrived damaged, or where we sent you the wrong thing. In every one of those cases you have a remedy whether the item is sealed or not, and whether you have used it or not. An unsealed bottle of a faulty perfume is still a faulty perfume.

Separately from any right to change your mind, we are legally required to supply goods that conform to the contract — that match their description, have the qualities you can reasonably expect of goods of that kind, and are fit for their normal purpose.

If they do not, you have remedies under the law. In the EU these come from the Sale of Goods Directive (EU) 2019/771; in Libya, from Libyan consumer-protection law. You do not pay to exercise them.

Contact us at [email protected] with your order number and a description of the problem, and photographs if they help. We will not ask you to deal with the manufacturer instead: our responsibility to you is ours.

Where goods do not conform to the contract, you are entitled, in this order:

For consumers in the EU, we are liable for any lack of conformity that exists at delivery and becomes apparent within at least 2 years of delivery. Several member states give longer, and where your national law is more generous, that is what applies to you.

Where a defect becomes apparent within the first year, it is presumed to have existed at delivery, and it is for us to show otherwise — you do not have to prove it.

This period is entirely separate from the 14-day withdrawal period. The end of one has no effect on the other.

We do not currently offer a commercial guarantee in addition to the legal guarantee described above.

We say this plainly because a voluntary warranty that does not exist is worse than none: it cannot be relied on, and it can create the impression that your statutory rights are limited to it. They are not. Your legal guarantee applies in full and is not conditional on any warranty registration, receipt requirement, or period we might have set ourselves.

Goods travel at our risk until you take possession of them. If a bottle is broken or the contents are damaged when the parcel reaches you, that is our responsibility to put right.

Tell us at [email protected] within a reasonable time of noticing, with your order number and photographs of the damage and packaging if you can take them. We will send a replacement or refund you in full, including delivery, at your choice and at no cost to you.

You will not be asked to pay return postage, and the hygiene exception described above does not apply here.

If what arrives is not what you ordered — a different fragrance, a different size, a missing item — the order does not conform to the contract and it is for us to correct.

Contact [email protected] with your order number and what arrived. We will send the correct item and arrange collection or return of the wrong one at our cost.

You keep the full price you paid: you are not charged again, you do not pay the return, and you do not lose anything because the item you were sent by mistake was unsealed.

In addition to everything above, we offer a goodwill return for customers who simply change their mind and who are not covered by the EU right of withdrawal — for example customers outside the EU.

The conditions of this offer are [TO BE COMPLETED]. Because it is voluntary, we set its conditions, and it does not extend to items whose seal has been broken.

This paragraph is our own policy, not the law. It adds to your statutory rights and takes nothing from them: if you are entitled to withdraw, or the goods are faulty or damaged or wrong, those rules apply instead, and the conditions of this voluntary offer do not.

If you are a consumer in Libya, Libyan consumer-protection and electronic-transactions law applies to your purchase, including any statutory right to return or to a remedy for defective goods.

Those rights apply in addition to whatever we offer voluntarily, and this policy does not limit them. Where Libyan law gives you a stronger remedy than this policy describes, the law is what applies.

Whichever route applies, start by contacting us. Please include your order number.