Returns Policy

What is your Return Policy?
We want you to be happy with your order and offer a 30 days no quibble guarantee on all products purchased through Fragrance London. If you are not totally satisfied with your order or have simply changed your mind, please return the unopened product(s) to us within 30 days of receipt and we will refund you at the price you paid for the product(s). We offer a freepost returns address for our UK Customers only. Please note we will not refund any postage you may have paid on the original order.

 

Please allow 30 days for your return to be received and processed. For reasons of hygiene and safety, we cannot refund or exchange any grooming products or cosmetics that have been removed from the original wrapping or show any signs of having been used unless they are faulty.

 

For faulty, damaged, unsatisfactory quality or incorrect item received please contact Customer Service via the email address or telephone number below within 30 days of receiving your order. Please ensure you do not dispose of your order keeping any damaged items, product packaging and outer box and packing material. We will require clear photographic evidence and may require the return of the goods to support any claims for damages, prior to resolution. Once a claim is complete and successful we will offer a full refund or replacement, subject to availability.

 

If you are unable to use our automated returns portal you will need to contact our Customer Service Team to arrange your returns form and label. This will then be emailed back to your account email address. The label will need to be printed out or hand written as instructed on the returns form. Please attach the label to your parcel ensuring your Returns Number is also on the label and a copy added inside your parcel for identification purposes. When posting you will be required to pay for standard post and will need to request a receipt at the Post Office counter. You can then email us an image of your proof of postage receipt and we can then refund this postage payment against your original payment method for you.

 

Please note: if you are returning a full order we can only refund upto the maximum order value. Therefore in this situation we would arrange account credit for the cost of your postage for you instead.

 

To contact our Customer Service team please email sales@fragrancelondon.com or call 01189-820120 10.00am to 4.00pm Monday to Friday.

 

How do I return an item?
To arrange a return, please GO TO RETURNS LABELS PAGE and register your return' for approval. 

What happens once my item is returned?
Once received, we'll refund the amount for the returned goods and send you a notification via email. This can take 3-5 working days from the date we receive the return.

When will I receive my refund?
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way!
If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.