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 info@fragrancetheory.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 info@fragrancetheory.co.uk.


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 info@fragrancetheory.co.uk.

Fragrance Theory – Return & Refund Policy

 

We want you to love your Fragrance Theory experience. If something isn’t right, we’re here to help.

Event Deposits and Experiences

 

  • A 50% deposit is required to confirm all Perfume Hour™ and bespoke fragrance experiences.

  • Event deposits are non-refundable once your booking is confirmed, as this secures your event date, staffing, and materials.

  • If you need to reschedule your event, we will do our best to accommodate your new date subject to availability.

Perfume & Product Returns

We offer a 30-day return policy for eligible retail products purchased through our website.

To be eligible for a return:

  • Your item must be unopened, unused, and in its original packaging.

  • You’ll also need the receipt or proof of purchase.

  • Due to hygiene and safety regulations, opened perfumes, personalised fragrances, and bespoke scent creationscannot be returned or refunded.

 

To start a return, please contact us at info@fragrancetheory.co.uk.

If your return is accepted, we’ll provide instructions and a return address. Items sent back without prior authorisation will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate and make it right.

Exchanges

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

Refunds

Once we’ve received and inspected your return, we’ll notify you of the approval status.

Approved refunds will be processed automatically to your original payment method within 7 working days.

Please remember it can take additional time for your bank or credit card provider to post the refund.

Fragrance Theory Ltd

124 City Road, London, EC1V 2NX

Email: info@fragrancetheory.co.uk