01 — Where it ships from

Every order ships from the United States

Your order leaves a warehouse in the United States. There are no customs forms, no import duties and no international handling to deal with.

We work with several US fulfilment partners rather than one, which is what lets us carry this much stock. If your order contains items held at different warehouses, it will arrive in more than one parcel, on more than one day, each with its own tracking number. Nothing has gone wrong when that happens.

02 — How long it takes

Dispatched in 1–2 business days

Every warehouse we use dispatches within one to two business days of your order being placed, and most are quicker than that. You get a tracking number by email as soon as your parcel is on its way.

Delivery time after that depends on the item. Our warehouses use different carriers and different services, so transit commonly runs anywhere from two to ten business days within the contiguous United States. We would rather tell you that than quote a single number we cannot keep. If it has been more than five business days and you have no tracking at all, get in touch and we will chase it.

Business days exclude weekends and public holidays, and carrier delays are outside anyone’s control.

03 — Alaska, Hawaii and Puerto Rico

Some items cannot be sent there at all

Read this before you order if you are outside the 48 contiguous states. The warehouse that supplies the largest part of our catalogue delivers to the contiguous United States only. It cannot ship to Alaska, Hawaii or Puerto Rico, at any price.

Our other warehouses do ship to all three, so plenty of the catalogue is available to you — but it is not the whole catalogue, and you cannot tell which is which from the listing. If you order something we cannot get to you, we will tell you and refund you rather than leave you waiting. Where an item can be sent, it carries an additional shipping charge: we contact you with the exact figure first, and nothing ships until you have agreed to it.

If you would rather check before ordering, ask us and we will confirm the specific item.

04 — What shipping costs

Charged at checkout, and not refundable

Shipping is calculated at checkout and shown to you before you pay. We do not offer free shipping.

Shipping and handling charges are not refundable. If you return something, the refund covers the price of the goods, not what it cost to get them to you.

Orders delivered in Nevada are subject to sales tax.

05 — Starting a return

Contact us first. Every time.

Do not post anything back before you have heard from us. Every return needs a return authorisation number, and the warehouse rejects parcels that turn up without one. A rejected parcel cannot be refunded, and we cannot get it back for you. This is the single most important line on this page.

Message us with your order number and what is wrong, and we will open the authorisation with the warehouse on your behalf and send you the number and the address to use.

The contact form is the way to reach us, and we reply within one business day.

06 — Damaged, faulty or missing

Tell us the day it arrives

Report damage, faults and missing items immediately. The windows here are short and they are not the same everywhere: on some items damage must be reported within 48 hours of delivery, on others a fault must be reported within 15 days of shipment, and missing items within three days. We cannot tell which applies until we know what the item is, so the safe rule is simple — open the box the day it arrives and tell us straight away if anything is wrong.

Photograph the item and the packaging before you contact us. It speeds the claim up considerably, and a claim raised inside the window with photographs is one we can usually get resolved.

07 — Changed your mind

Unopened, in its original packaging

Unopened stock in its original packaging is generally returnable within 30 days of receipt, with the refund issued less the original shipping. Some of our warehouses are firmer than others about this, which is why we open the authorisation first and confirm the terms for your specific item before you send anything.

Two costs to know about up front. Return postage on a change-of-mind return is yours. We do not issue prepaid labels for preference returns. And where a return falls outside the stated terms, a restocking fee of up to 20% can be deducted from the refund by the warehouse.

We will always tell you the exact figure before you send anything back, so you can decide whether the return is worth making.

08 — What cannot come back

Opened or used fragrance

Fragrance that has been opened, used, sprayed or had its seal broken is generally not accepted for return unless it is faulty. That is standard across the fragrance trade and is not specific to us.

One exception stands regardless: if a bottle is not authentic, we refund it — opened or not, and whether or not 30 days have passed. Authenticity is the thing we will not argue about.

Note that a tester or an unboxed bottle is not a damaged one. Where an item is a tester, unboxed or a refill, the listing says so in the title and it is priced accordingly, so please check the title before you order.

09 — Refunds

Back to the card you paid with

Approved refunds go back to your original payment method once the warehouse confirms it has received the return. Allow a few business days after that for your bank or card issuer to post it.

A refund covers the price of the goods. Original shipping is not refunded, and where a restocking fee applies it is deducted before the refund is issued. You will know both figures before you send anything.

10 — Cancelling an order

Tell us as fast as you can

We pass orders to the warehouse quickly, so a cancellation only works if it reaches us before the order is processed. Once a warehouse has picked and shipped it, the order has to be handled as a return instead.

Some items must be cancelled within three days of delivery if you intend to reject them at all, so if you know you do not want something, say so immediately rather than waiting.

Still have a question?

Send it to us through the contact form with your order number, and we will come back to you within one business day. If it is about a damaged or missing item, please do that the day the parcel arrives.