Refund policy

Our products are made of the highest quality and standard! However, we do understand that in some instances you may wish to make a return or exchange.
To start the returns process, please contact us by emailing at returns@thehouseoffragrances.co.uk

 

Returns Information

• You will have fourteen days from the time your order is delivered, to inform us and dispatch your item(s) back for a refund.
• You must ensure your item(s) are returned in the same condition that they were sent out (i.e. plastic packaging and seal should not be removed)
• Item(s) must be returned within the original packaging so it can be re-sold.
• You will be responsible for all delivery costs (which are non-refundable).
• If you benefitted from a "FREE DELIVERY" promotion and decide to make a return, we reserve the right to deduct the cost of delivery and any associated packaging and processing costs prior to issuing a refund.
• We advise to retain proof of postage and insurance cover for the cost of the item(s) that you are returning. We will not be held responsible for any item(s) that are undelivered or damaged.
• If your query is not resolved within fourteen days due to delays in communication from your end, we reserve the right to refuse a refund or exchange.

Failure to follow any of the points above may result in your return being rejected and no refund being issued.

 

Refunds Information

• Once your return has been received and inspected (for wear or tear, damage etc), we will notify you of the outcome.
• If approved, your refund will be processed and a refund will be issued.
• Once a refund has been issued, it can take up to 10 working days for your refund to arrive in your account. These timescales are dependent on the payment processor and your bank.
• If rejected, we will contact you with a reason for rejection.

Please note, you will ONLY be refunded for the item(s) purchased (minus any delivery costs we incurred). ALL delivery charges are non-refundable.

 

Exchanges Information

•  We do not offer exchanges. You can only return your item(s) for a refund whilst making a new order for any new item(s) you require.
• Please see the Refunds section for further details on how your refund will be processed.
• Your new order will be processed and dispatched as normal.

You must notify us and dispatch back your item(s) within fourteen days of your order being delivered. You are responsible for ALL delivery charges.

 

Defective / Faulty Items

•  ​In the unusual circumstance that your item(s) is defective or faulty, please email us on: returns@thehouseoffragrances.co.uk within seven days of receiving your order.

 If your query is not resolved within seven days of your order being received because of delayed communication from your end, we reserve the right to refuse a refund.

 

Exclusions

• We do not offer returns or exchanges on sale items.
• Products can not be returned if the plastic packaging/seal has been removed.
• If you benefitted from a "FREE DELIVERY" promotion and decide to make a return, we reserve the right to deduct the cost of delivery and any associated packaging and processing costs prior to issuing a refund.
• We do not refund any delivery costs.
• We do not refund gift wrapping costs.
• We do not refund gift card orders.
• We reserve the right to reject orders that have been returned back to us due to an incorrect address, refusal to pay custom charge or any other reason.