Your Rights Explained
EU law gives you some important protections when you shop online. Here's what that means for you.
Changed your mind?
EU law gives you 14 days from delivery to withdraw from your purchase, no reason needed. We already offer 30 days as standard, so you're covered either way.
Returning your item
We allow a few sprays to test a fragrance before deciding - that's completely fine. Items should otherwise be in their original packaging and unused. If you're not sure whether your item qualifies, just get in touch before sending it back.
Your refund
Once we've received and checked your return, we'll issue a full refund to your original payment method. Simple as that.
Exercise Your Right of Withdrawal
This is the formal electronic withdrawal mechanism required under EU Directive 2023/2673. Complete the form to submit your withdrawal notice.
Our Support Team
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Monday to Friday, excluding bank holidays.
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Every message is read and replied to by a real member of our team.
Your choice of resolution
Replacement, exchange, or full refund.
Frequently Asked Questions
This page is for customers based in the European Union. If you're in the UK, our standard 30-day returns policy applies - head to our Returns & Exchanges page to get started.
Our standard 30-day returns policy is more generous than your statutory right of withdrawal in almost every way - it gives you more time and the same outcome. The main reason to use this page is if you specifically want to exercise your formal legal right, for example if you need a timestamped withdrawal notice for your own records, or if you're outside our 30-day window but within the 14-day statutory period.
No. The right of withdrawal exists specifically so you don't have to explain yourself. You can withdraw from your purchase within 14 days of delivery without giving any reason at all.
The 14-day period begins the day after you receive your delivery. If you ordered multiple items that arrived in separate parcels, the window starts from the day the last item was delivered.
Yes. For subscription orders, the 14-day withdrawal window applies to each individual delivery, starting from the day you receive it. You can also cancel your subscription at any time from your account portal - no need to contact us.
Items should be in their original packaging. For fragrances, a few test sprays is fine - we want you to be able to try before you decide. Other products such as candles, wax melts, and diffusers should be returned unused.
If you're not sure whether your item qualifies, just get in touch before sending anything back.
Under the statutory right of withdrawal, return postage costs are the customer's responsibility unless the item is faulty or we failed to inform you of this requirement in advance. We'll confirm the return address and any relevant details when we acknowledge your withdrawal.
We'll process your refund within 14 days of receiving your returned item - this is the legal maximum under EU law. In practice, we aim to turn refunds around within 7 business days of receipt. You'll receive a confirmation email as soon as it's been processed.
Check your spam or junk folder first. If it's not there, please get in touch with your name and the date you submitted the form and we'll look into it and resend your confirmation.
If you're within 30 days of delivery, our standard returns policy still applies - head to our Returns & Exchanges page. If you're outside 30 days, we'd recommend getting in touch with our team directly, as we'll always do our best to help on a case-by-case basis.
