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Refund Policy – Fragrance Store

Last updated: 23 June 2026

Thank you for shopping with Fragrance Store.

We hope you are happy with your purchase. If you need to return an item, please read our refund and returns policy below.

This policy applies to purchases made through our website:

https://fragrancestore.online

1. Contact Details

If you have any questions about a return, refund, damaged item, faulty item or incorrect order, please contact us before sending anything back.

Email: support@fragrancestore.online
Website: https://fragrancestore.online

Please do not return any item without contacting us first. We will provide return instructions by email if your return is accepted.

2. Change of Mind Returns

If you change your mind about your order, you must contact us within 14 days of receiving your order.

After you tell us that you wish to return your order, you then have a further 14 days to send the item back to us.

To be eligible for a change of mind return, the item must be:

Unopened
Unused
Sealed
In its original packaging
In a resaleable condition
Complete with any labels, cellophane, caps, boxes, inserts or protective packaging

For hygiene, safety and product integrity reasons, we cannot accept change of mind returns for fragrance, perfume, aftershave, cosmetics or beauty products if the item has been opened, used, sprayed, tested, damaged, unsealed or tampered with.

3. Fragrance and Beauty Product Returns

Fragrance products are personal care items. Once opened or used, they may not be suitable for resale.

We cannot accept returns simply because:

You do not like the scent
The scent smells different to what you expected
The product has been opened or tested
The packaging seal or cellophane has been removed
The item has been used, sprayed or tampered with
The customer ordered the wrong item by mistake and the item has been opened

This does not affect your legal rights if the item is faulty, damaged, incorrect or not as described.

4. Faulty, Damaged or Incorrect Items

If your item arrives damaged, leaking, faulty, incorrect or not as described, please contact us as soon as possible at:

support@fragrancestore.online

Please include:

Your order number
Your full name
Delivery postcode
A clear description of the problem
Photos of the item
Photos of the outer packaging
Photos of the delivery label
Photos of any damage, leakage, batch code or barcode where possible

Please do not throw away the product or packaging until we have reviewed your case. We may need photos or further information to investigate the issue with the supplier, courier or delivery provider.

If the item is confirmed as faulty, damaged, incorrect or not as described, we will offer a suitable solution, which may include a refund, replacement or exchange.

5. How to Request a Return

To request a return, email us at:

support@fragrancestore.online

Please include:

Your order number
Your full name
Delivery postcode
The item you wish to return
The reason for return
Photos if the item is damaged, faulty, leaking or incorrect

We will review your request and provide return instructions if your return is accepted.

Do not send items back without contacting us first. Returns sent without approval or without the correct return instructions may be delayed or refused.

6. Return Postage Costs

For change of mind returns, the customer is responsible for the return postage cost.

We strongly recommend using a tracked postal or courier service. We cannot issue a refund if the returned item is lost in transit and there is no proof of delivery.

If the item is confirmed as faulty, damaged, incorrect or not as described, we will advise you of the return process and may provide a prepaid return label or reimburse reasonable return postage where appropriate.

7. Condition of Returned Items

Returned items must be packed securely to avoid damage during return delivery.

You are responsible for taking reasonable care of the goods while they are in your possession.

We may reduce your refund if:

The product has been opened
The product has been used
The product has been damaged
The seal, cellophane, packaging, label or barcode has been removed or damaged
Parts of the product or packaging are missing
The item has been returned in a condition that prevents resale
The item is damaged during return because it was not packaged securely

8. Refunds

Once we receive and inspect the returned item, we will confirm whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please allow up to 7 working days from receipt of the returned item for us to inspect and process the return. After we process the refund, your bank or payment provider may take additional time to show the refund in your account.

9. Original Delivery Charges

If you return your full order under your cancellation rights, we will refund the standard delivery charge you paid at checkout where required by law.

If you selected a premium, express or upgraded delivery service, only the standard delivery amount may be refundable.

If you return only part of your order, delivery charges may not be refunded.

If your order qualified for free delivery and you return items through no fault of Fragrance Store, we may deduct the original delivery cost where permitted.

10. Orders Not Collected or Returned by Courier

If an order is returned to us because it was not collected, delivery was refused, the address was incorrect, or the courier could not complete delivery, we may refund the cost of the product only.

Original delivery costs may not be refunded where the failed delivery was not due to an error by Fragrance Store.

If you still want the item, you may need to place a new order.

11. Missing Orders

If your order has not arrived, please contact us at:

support@fragrancestore.online

Please include your order number and delivery postcode.

We will review the tracking information and may raise an investigation with the courier or delivery provider.

Please report missing orders as soon as possible. Delays in reporting a missing parcel may make it harder for us to investigate with the delivery provider.

12. Non-Returnable Items

The following items cannot be returned unless faulty, damaged, incorrect or not as described:

Opened fragrances
Used perfumes or aftershaves
Opened cosmetics or beauty products
Items where the hygiene seal, cellophane or protective packaging has been removed
Gift cards
Digital products
Personalised items
Items damaged after delivery through misuse, neglect or improper storage

13. Exchanges

We may offer an exchange where suitable stock is available.

If the item you want is not available, we may offer a refund instead.

14. Your Legal Rights

This refund policy does not affect your statutory rights.

If goods are faulty, not as described, or not of satisfactory quality, you may have rights under UK consumer law.

15. Contact Us

For all returns, refunds, damaged items, faulty items or incorrect orders, please contact:

Fragrance Store
Email: support@fragrancestore.online
Website: https://fragrancestore.online