Refund policy

Order Cancellation

We are happy to cancel your order for a full refund provided it has not yet been dispatched.

To request a cancellation, please contact us immediately via email at fragranceparadisesales@gmail.com.
In your email, please include your order number and the reason for the cancellation request.

If your order has already been shipped, you will need to follow the Returning Item(s) For A Refund procedure below.

Standard Returns for a Refund

If you are not completely satisfied with your online purchase, you may return items to us for a full refund of the product cost.

Return Window: Items must be returned within 14 days of the date you received your order.
Condition of Items: All returned products must be in their original, unopened, unused condition, with the original cellophane/packaging intact.
Refund Process: Once we receive and inspect the returned item(s), we will issue a refund for the product cost, excluding the original shipping fees.

Item Type	Return Status	Notes
Standard Items	Refundable	Must be unopened and unused.
Personalized Items (e.g., engraved)	Non-refundable	Only accepted if faulty or damaged.
Sample Bottles	Non-refundable	Due to their nature.

Important Shipping Fee Notes

Original Shipping Fees: These are non-refundable, except where the return is due to our error (e.g., a faulty or incorrect product was sent).
Free Shipping Deduction: If your original order qualified for free shipping (e.g., order total over £50), we will deduct a £3.99 fee from your refund to cover the initial delivery cost.
Return Shipping Cost: The customer is responsible for the cost of return shipping, unless the item is faulty, damaged, or incorrect.

Hygiene and Used Items

For hygiene and safety reasons, we cannot accept returns or issue refunds for perfumes, colognes, or other personal care items that have been opened or used. If you receive a faulty or damaged product, please see the Returning Faulty or Damaged Items section.

Returns for Exchange

We do not currently offer direct exchanges once an order has been shipped. If you require a different item, please return your original item for a refund and place a new order for the desired product.

Returning Faulty or Damaged Items

We maintain strict quality control, but if you receive a product that is faulty or damaged:

Contact Us Immediately: Email our Customer Care Team with your name, order number, and a description of the fault.
Timeframe: Customers have up to 14 days from receipt to report and return a faulty or damaged item.
Proof: For items arriving damaged or broken, particularly fragrances, we require clear photographic or video evidence to support your claim before a refund can be processed.

Customer Return Responsibility

Safe Receipt: You are responsible for ensuring all items are safely returned to us. We highly recommend using an insured and trackable returns service for your protection.
International Returns: Orders returned from outside the UK must be clearly marked 'RETURN TO SENDER' on the parcel. If this marking is omitted and we incur customs duties or fees, we will contact you to request that this amount be deducted from your refund.

Receiving an Incorrect Item

If you have received an item that is different from what you ordered:

Contact Us: Please contact our Customer Care Team via email immediately.
Information Needed: You will need your order number and the product codes of the item you received and the item you expected.
Resolution: We will advise you on the return process. Upon receipt of the incorrect item, we will process a full refund or send the correct item as an exchange. Note: The item remains your responsibility until we receive it.

Refund Processing Time

Please allow up to 21 working days for the refund to be processed and appear on your credit card or bank statement. Processing times may vary depending on your bank.

📦 Returns Address

Please send all returned items to the following address:

UNIT A3A

BRIDGE ROAD INDUSTRIAL ESTATE

BRIDGE ROAD

SOUTHALL

UB2 4AB