We hope that you will love our products as much as we do, but if you are unhappy with your purchase and would like to return or exchange any of your order, you can find a summary of our Returns and Exchanges Policy and Procedure below.
Complete a Returns form
Pease email us at firstname.lastname@example.org to let us know you wish to make a return. We will then email you the Returns and Exchanges Form to be filled out and emailed back to us. In the event that a faulty product is delivered to you, please include a photograph of the defect in an email to us within 72 hours of delivery of the product to you.
Return the Product
Make sure to pack the item(s) securely in the original packaging if possible. Please note we are only able to exchange or refund goods that are returned to us in their original, unopened form and in a resalable condition. Any goods damaged in transit back to us will not be refunded or exchanged. Goods must be postmarked within 14 working days of the day the goods were delivered to you. You will be responsible for the cost of returning the item to us. Please retain proof of postage to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Your right to return goods does not apply to goods made to your specification or which have been personalised, for example with engraving or bespoke labels.
Customers wishing to return fragrance items should be aware of labeling and packaging guidelines supplied by Royal Mail or any other postal or courier service that is used.
Receiving your Refund
We will process your return to the original payment method as quickly as possible. During busy periods, please allow up to 30 working days for your refund to be processed. Please note that delivery charges are not refunded.
Receiving your Exchange
We will process your exchange within 14 working days. Exchanges will be delivered within 14 days. Excess monies owed to the customer will be returned to the original payment method. Excess monies owned to Design In Scent must be settled before dispatch of the exchange. Exchanges will be sent via standard delivery at the charge of the customer.
If you have any questions about returns, please telephone us on +44 (0)20 8191 7075 (open Monday to Friday 9am – 5pm).