Returns Policy

Returns Policy

We want you to have the best possible experience when shopping at our online perfume shop, and that includes offering a hassle-free returns process. We understand that circumstances may change or that you may have different preferences, so we’ve developed this Returns Policy to provide you with peace of mind and ensure your satisfaction.

Eligibility for Returns:
We want to accommodate your needs while also ensuring fairness to all our customers. To be eligible for a return, please ensure that:

  • The return request is made within 14 days of receiving your order. We believe this timeframe allows for a reasonable evaluation of the product.
  • The item is in its original, unopened, and unused condition. This helps us maintain the quality and integrity of our products.
  • All original packaging, including any accessories, samples, or promotional items, are included with the return. This allows us to process the return efficiently and provide a smooth experience for you.

Please note that certain items, such as those marked as non-returnable due to hygiene or safety reasons, cannot be returned. We provide clear indications for such items on our website and during the checkout process.

Initiating a Return:
We want to make the returns process as convenient as possible for you. To initiate a return, please follow these steps:

Contact our friendly and knowledgeable customer support team within 7 days of receiving your order. You can reach us by email, phone, or through our dedicated returns portal. Please provide your order details and a brief explanation of why you’re requesting a return. We’re here to assist you and make the process smooth.

Once your return request is approved, our customer support team will provide you with a Return Authorization Number (RAN) and detailed instructions on how to proceed. This unique identifier helps us track and process your return efficiently.

Return Shipping:
When preparing your item for return, we kindly ask that you:

  1. Ensure the product is securely packaged to prevent any damage during transit. We recommend using the original packaging whenever possible.
  2. Clearly mark the Return Authorization Number (RAN) on the package. This helps us identify and process your return quickly.
  3. Choose a reliable shipping method with tracking and insurance. This ensures that your item is safely returned to us, and you have peace of mind knowing its whereabouts.
  4. Please note that return shipping costs are generally the responsibility of the customer, unless the return is due to our error or a defective product. We will provide clear instructions regarding any exceptions to this policy.

Refund Process:
Once we receive the returned item and verify that it meets our return criteria, we will initiate the refund process. Here are a few important details:

  • Refunds will be issued to the original payment method used for the purchase. We believe this is the most straightforward and fair method.
  • The refund amount will be the price you paid for the returned item(s), excluding any shipping charges. We aim to provide a fair and transparent refund policy.
  • Depending on your payment provider, please allow 3-5 business days for the refund to be processed and reflected in your account. Although we strive for promptness, processing times may vary slightly.

Non-Refundable Items:
In the interest of health and safety, certain items are non-refundable. These may include opened or used fragrances, samples, or products explicitly marked as non-returnable. We believe in maintaining the highest standards of hygiene and quality for our customers, and thus cannot accept returns on these items. Rest assured that we will always provide clear indications on our website and during the checkout process for such items.

Exchanges:
Unfortunately, we do not offer direct exchanges at this time. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item separately. We apologize for any inconvenience this may cause.

Damaged or Incorrect Items:
If you receive a damaged or incorrect item, please contact our customer support team immediately. We will promptly assist you in resolving the issue by arranging a return, replacement, or refund, depending on the circumstances. Our goal is to ensure that you are completely satisfied with your shopping experience.

We hope this Returns Policy provides clarity on our procedures and guidelines. Should you have any further questions or concerns, please don’t hesitate to reach out to our dedicated customer support team. We’re here to help and make sure you have a positive experience with us.

Address: 32 Kloof Street, Gardens, Cape Town, 8001, Western Cape, South Africa

Please note that we are an online store. We stock our products with suppliers. We don’t have a physical address where we keep stock. The address given above is for day-to-day business. Please contact us via email if you want to visit us.

 

 

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