Returns, exchange & refunds
Decants are filled to order and are personal-care products, so our policy is simple and fair. If something is wrong, we fix it.
When we replace or refund
Tell us within 48 hours of delivery, with your order number and clear photos or a short video. We will replace the item or refund you, whichever you prefer.
- The item arrived damaged or leaking
- You received the wrong perfume or the wrong size
- Something is missing from your order
What we cannot take back
Because a decant is filled for you and cannot be resold once opened, we cannot accept returns or exchanges for opened or used items, or because the scent was not to your taste. This is why we offer the smallest size, so you can try before choosing a larger one.
How to start a request
- Message us on WhatsApp with your order number.
- Send the photos or video of the problem.
- We reply within 24 hours on working days and agree the fix with you.
How refunds are paid
Approved refunds go back the way you paid: Fawry, Instapay or Vodafone Cash. Allow 3 to 7 working days after we approve it. If the mistake was ours, we also refund the delivery cost.
Cancelling an order
You can cancel for a full refund until we start filling your decant. Message us as soon as you can. Once the order has shipped it cannot be cancelled.