Refund policy

Returns & Refunds Policy

Due to the nature of our fragrance, cosmetic and personal-care products, we are unable to accept returns on products that have been opened, used or had their protective seal removed where they cannot be returned for hygiene or health-protection reasons.

Personalised & Bespoke Orders

Personalised and bespoke products — including custom fragrances, personalised gift sets and wedding/event favours — cannot be cancelled or returned once production has begun, except where the item is faulty, damaged or not as described.

Unopened Standard Products

For eligible non-personalised products purchased online, customers have a legal right to cancel their order within 14 days of receiving it. Products must be returned carefully packaged.  

Please contact us before returning an item. Unless the product is faulty, damaged or incorrect, the customer is responsible for return postage costs.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as possible with your order details and photographs where appropriate. We will work with you to arrange a suitable replacement or refund in accordance with your statutory rights.

Refunds

For eligible cancellations of standard online orders, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Refunds will use your original payment method unless otherwise agreed, with a refund fee.

If you cancel your whole order, we will also refund the standard outbound delivery charge. Any extra paid for an upgraded delivery service is not refundable.

We may deduct for a loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.