We want every customer to receive a genuine fragrance in brand-new condition. Please read this policy before opening or returning a product.
How to Request a Return
Before returning an item, email us at info@luxuryfragrancelondon.co.uk.
Please provide:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Photographs where the item is damaged, leaking or incorrect
We will review your request and provide the applicable return instructions. Please do not send an item back before contacting us.
Return Timeframe
You may request the return of an eligible item within 14 days. This period starts on the day after your order is delivered.
Return Condition Requirements
To qualify for a change-of-mind return, the product must be:
- Sealed and unopened
- Unused and undamaged
- In the same condition in which it was received
- In its original, unmarked packaging
- Complete with all included accessories or components
- Suitable for resale
- Supported by valid proof of purchase
We reserve the right to decline a change-of-mind return or make an appropriate deduction where a product has been opened, unsealed, damaged, used or handled beyond what is reasonably necessary to inspect it, subject to applicable UK consumer law.
Perfumes, Cosmetics and Hygiene-Sensitive Products
To protect product integrity and health and hygiene standards, opened or unsealed perfumes and cosmetics cannot be returned for a change of mind.
Where a product was supplied with a protective seal and cannot be returned for genuine health or hygiene reasons, the right to cancel may no longer apply after that seal has been broken.
This restriction does not affect your statutory rights if a product is faulty, damaged, leaking, incorrect or not as described.
Samples
Samples purchased separately are considered final sale and cannot be returned for a change of mind. This does not affect your statutory rights if a sample is faulty, damaged, incorrect or not as described.
Items Discounted by 50% or More
Items discounted by 50% or more are considered final sale under our store policy and cannot be returned or exchanged for a change of mind.
This restriction does not affect any statutory rights that cannot legally be excluded.
Free Gifts and Promotional Items
If returning products means that the original order no longer qualifies for a free gift, the promotional item must also be returned unused and in its original condition.
If it is not returned, we reserve the right to deduct its stated value from the refund, where permitted by law.
Requesting a Sample Strip
If you are unsure whether a fragrance is right for you, write “Request sample strip” in the Order Comments box during checkout.
Sample strips are subject to availability and cannot be guaranteed.
Faulty, Damaged, Leaking or Incorrect Products
Contact us as soon as possible if your order arrives faulty, damaged, leaking, incorrect, incomplete or not as described.
Email us with your order number, an explanation of the problem and clear photographs of the product and packaging. Please keep the product and packaging until we provide instructions.
Accidental Damage and Improper Use
We do not accept liability for damage caused after delivery through accidents, improper use, incorrect storage, failure to follow product-care instructions or damage caused by the customer or another person.
This does not affect your rights where a problem was already present when the product was delivered.
Proof of Purchase
Proof of purchase may include your order confirmation, order number, account order history or another reasonable record showing that the product was purchased from Luxury Fragrance London.
Return Postage
[CONFIRM WHO PAYS CHANGE-OF-MIND RETURN POSTAGE]
Where a product is confirmed as faulty, damaged, incorrect or not as described, return costs will be handled according to your statutory rights and our instructions.
Refunds
We will inspect the returned product after it is received. If approved, the refund will be issued to the original payment method.
Please allow [REFUND PROCESSING TIME REQUIRED] for an approved refund to be processed.
Where required by law, the refund will include standard outbound delivery costs. Extra amounts paid for enhanced or express delivery may not be refundable beyond the standard delivery cost.
Exchanges
[CONFIRM WHETHER DIRECT EXCHANGES ARE AVAILABLE]
Cancelling an Order Before Dispatch
Email us immediately with your name and order number. We will try to cancel the order, but cancellation cannot be guaranteed once processing or dispatch has begun.
Returns Address
Do not return a product until we provide return instructions.
[RETURNS ADDRESS REQUIRED]
Statutory Rights
Your statutory consumer rights under UK law remain fully protected and unaffected by this policy.
Contact Us
- Email: info@luxuryfragrancelondon.co.uk
- Telephone: +44-7877-10158