Dispatch &
Returns

DISPATCH WINDOW

Orders placed before 4:00pm GMT, Monday to Friday, are dispatched the same working day. Orders placed after 4:00pm, or at any time over the weekend, are dispatched the next working day: a weekend order is therefore dispatched the following Monday.

TRACKING COORDINATES

Once your parcel clears the network, tracking coordinates will be transmitted to the email address registered at checkout. Signal latency is typically 2–4 hours post-handover.

TRANSIT TIMELINE

Domestic (UK): 2–3 working days. European network: 3–6 working days. International routes: 5–10 working days. All timelines are indicative and may be subject to customs clearance delays.

CUSTOMS & IMPORT DUTIES

For orders shipped outside the United Kingdom, your parcel may be subject to import duties, taxes, or customs clearance fees levied by the destination country on arrival. These charges are set by that country's customs authority, are outside our control, and are the responsibility of the recipient; we are unable to predict or pre-pay them on your behalf. If a parcel is refused or returned to us as undeliverable for non-payment of these charges, we will refund the value of the goods once the parcel is received back with us, less our own actual return-shipping costs and any customs charges levied on the returned parcel.

PACKAGING PROTOCOL

All units are dispatched in cipher-sealed, tamper-evident packaging. Fragrance integrity is maintained under controlled conditions throughout the logistics chain.

LOST OR DELAYED CARGO

If your parcel has not arrived within 5 working days of the upper end of the transit timeline above, contact our support node with your order reference so we can open a trace with the courier network. Once the courier confirms a parcel as lost, we will issue a full refund or a replacement, at your preference, without requiring further action on your part.

ELIGIBILITY CONDITIONS

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason within 14 calendar days of confirmed delivery. Because fragrance is sealed for health protection and hygiene reasons, this statutory cancellation right does not apply once a unit's seal has been broken, under Schedule 3 to those Regulations; items must therefore be returned unopened and in their original, factory-sealed state to qualify. This does not affect your separate rights regarding faulty, damaged, or misdescribed goods under the Consumer Rights Act 2015: see Faulty Units below.

EXCHANGES

We do not currently operate a direct exchange service. To change the size, edition, or fragrance in your order, please return the original item under Eligibility Conditions above for a refund, then place a new order for the item you would prefer.

INITIATING A RECALL

To initiate an asset recall, transmit your order reference and reason for recall to our support node. Upon authorisation, you will receive a recall clearance code and courier instructions. Unauthorised recalls will be refused at the point of entry.

REFUND PROCESSING

Approved refunds are processed within 5–7 working days of our receiving and inspecting the recalled cargo, comfortably within the 14-day statutory deadline set by the Consumer Contracts Regulations 2013. Refunds are issued to the original payment method only.

SALE & BUNDLE ITEM REFUNDS

Items purchased as part of a discounted bundle remain eligible for return under the same conditions as any other order. If you return only some of the items from a bundle, the refund for the returned item(s) will be recalculated at their individual, non-bundle price, and any bundle discount applied to your original order adjusted accordingly. Items purchased during a promotional sale are eligible for return on the same terms as full-price items, unless that promotion's own terms state otherwise.

FAULTY UNITS

If a unit arrives damaged, defective, or not as described, transmit photographic evidence within 48 hours of delivery. Your remedy is provided in accordance with the Consumer Rights Act 2015: within the first 30 days you are entitled to a full refund or replacement; after 30 days, and subject to one opportunity for repair or replacement, you may be entitled to a price reduction or to reject the goods for a refund. Nothing in this policy limits these statutory rights, and we will not require return of the defective unit unless reasonably necessary to verify the fault.