Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@fragrantly.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@fragrantly.com.

 

Delivery Address Changes

If you need to change your delivery address, you must contact us at support@fragrantly.com within 12 hours of placing your order.

• Changes requested after the 12-hour window cannot be guaranteed as the item may have already been processed or shipped.
• if an address change is requested after 12 hours, or if the initial address provided on the orders  is incorrect, the package will be sent to the address the customer originally provided, and we are not responsible for any issues resulting from the incorrect or unchangeable address.

 

Delivery Responsibility

Once an order has been delivered and confirmed by the shipping carrier (such as USPS, FedEx, UPS, etc.), we are no longer responsible for the package.

• This includes, but is not limited to, instances of theft, loss, or damage that occur after the confirmed delivery scan.
• If tracking information explicitly shows that the item has been delivered to the address provided on your order, our responsibility for the item ceases. We recommend contacting the specific carrier and/or local authorities in cases of post-delivery issues.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@fragrantly.com.