Legal
Returns and Refunds Policy
Last updated: 23 July 2026
Changing your mind
For eligible goods bought online, you may tell us that you wish to cancel within 14 days after receiving your order. You then have a further 14 days to return the goods. Contact [email protected] before sending anything back so we can provide return instructions. Our essences are made when your order arrives, but they are a standard product, so you can cancel them too, subject to the security seal below.
Return condition and costs
You may inspect goods as you would in a shop. Please return them with their packaging where reasonably possible. We may reduce a refund if goods have been handled beyond what is necessary to inspect them. Unless an item is faulty, damaged, or incorrect, you are responsible for the return postage. If you are returning an essence, contact us first: under Royal Mail's rules for perfumes it must be sent within the UK, with an ID8000 label and handed in at a Post Office counter, and we will explain how.
Refunds
Eligible refunds are made to the original payment method. We will refund the standard outbound delivery charge where required by law, but not any extra amount paid for an enhanced delivery service. We may wait until the goods are returned or you provide evidence that they have been sent back. We will make the refund without undue delay and no later than 14 days after receiving the goods back or, if earlier, evidence that they were sent back.
Items that cannot be returned
Every essence is supplied with a security seal. For hygiene reasons, it cannot be returned for a change of mind once that seal has been broken. Goods made to your own specification, such as the alcohol-free version we prepare on request, also cannot be returned unless they are faulty. This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.
Faulty, damaged, or incorrect goods
If goods arrive faulty, damaged, incorrect, or not as described, contact [email protected] with your order details and photographs where helpful. If you exercise your short-term right to reject within 30 days, you may request a refund rather than a replacement. After 30 days, a repair or replacement will normally be offered first where applicable. If that remedy is unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a refund or price reduction.