Returns
Returns Policy
At Eden Perfumes, we are confident you will be delighted with your purchase. However, we understand that buying fragrance online without trying it first can be a gamble. Therefore, we offer returns for items still in their original condition, subject to the rules below, including our Fair Use policy. Please always check the product information section for the item you have ordered available on our website for details on whether the item is returnable.
- You have 28 days from the date your order was delivered.
- Please use the Returns note you receive with your delivery.
- All returns are subject to our Original Condition and Fair Use policies.
- It takes up to 14 calendar days for a returned parcel to reach our warehouse and be processed.
We ask customers to check deliveries as soon as they arrive, as any problems need to be reported within 72 hours of the item being received.
Please note that all items can be returned at the customer’s cost within 28 days of the delivery date. Online purchases must be returned through our online process and cannot be returned or exchanged in-store. Unless the goods are faulty or incorrect, you will be responsible for the delivery cost and ensuring that the goods arrive in perfect condition. We suggest using a delivery service that requires a signature, such as recorded or special delivery, and obtaining a tracking number for your records.
We aim to refund you within 14 days of receiving the returned item. If you create a return for an item during the above timeframes but are unable to send it back due to extenuating circumstances, please contact us – but any refund will be at our discretion.
After that?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may elect to send it back to your default delivery address and ask you to cover the delivery costs.
Responsibility
When returning items to us, please note that they remain your responsibility until they reach us. Ensure that they are securely packed to avoid any damage during transit.
As the parcel remains your responsibility until it is received by us, we strongly recommend obtaining proof of postage. This will be essential should you need to contact us regarding your return.
Please be aware that we are not responsible for any items returned to us in error. If we are able to locate these items (though this is not always possible), and you would like them returned to you, we may ask you to cover the delivery cost.
How do I return?
In-Store:
Products purchased in-store can only be returned/exchanged in-store. You will need to provide proof of purchase (Paper/E-receipt) and return to us within 28 days of the original purchase. A return can only be processed using the original payment method. Please note we cannot offer a refund or an exchange on an item returned after 28 days.
I’ve got a faulty item I purchased in-store:
If you’ve got a faulty item purchased in-store, head down to your local store, within 28 days of the original purchase, bringing with you the item and your receipt, and a member of the store team will be able to help.
For Online Orders:
Please always check the product information section for the item you have ordered available on our website for details on whether the item is returnable.
- Email us at contact@edenperfumes.co.uk regarding the return. Please let us know the reason for the return. Once we have replied, please send the item back to us.
- When sending back your return, please use the leaflet included to fill out your return note and specify if it is for a refund or exchange. Ensure the item is sent back in its original packaging. We recommend using tracked delivery and keeping a note of your tracking number and receipt. This will allow us to honor your return for a refund or exchange even if the item is lost.
All returned items will be inspected upon arrival. If our Quality Control team is unhappy with the condition of a returned item (e.g., bottle is damaged, or there are signs of wear), and we’re unable to put it back into stock, we may not be able to accept your return and may have to send it back to you.
Returning a faulty or incorrect item?
If you receive a faulty or incorrect item, please report it to our customer service team within 72 hours of receiving your parcel, you must ensure that you keep all the packaging as you may be asked to return it – please contact them on contact@edenperfumes.co.uk
Please note that all items can be returned within 28 days of the delivery date.
What should I do if my item’s faulty?
If your item has a fault, please return it to us as soon as possible so we can resolve the issue for you. When processing your return, please email our Customer Care team contact@edenperfumes.co.uk and include the reason for the return, specifying what is wrong with the perfume and ensuring that you mention ‘Faulty/Broken’ as the reason.
If you are unable to create a return or if your item is in an unreturnable condition, please get in touch with our Customer Care team and provide a photo of the faulty item. We’ll be happy to assist you.
What should I do if my item’s incorrect?
If you received the wrong item, please return it to us as soon as possible. When processing your return, select ‘Incorrect Item Received’ as the reason for the return. You can find detailed instructions on how to return an item here.
If we confirm that you received the wrong fragrance or that there is an issue with the batch, we will refund the postal charges incurred when returning the item and offer either an exchange or a refund for the perfume.
If we determine that the item is neither faulty nor incorrect, we will still offer an exchange or refund, but we will not be able to refund the postal charges.
International Orders – Returns
All international orders that are successfully returned to us for a refund are entitled to a full refund. However, any delivery charges and customs duties we incurred in sending the item to you will be deducted from the total spent, and the remaining amount will be refunded.
Please be advised that perfumes are flammable, and some couriers may not accept shipping them. If you are unsatisfied with your order, it may be difficult to send it back to us from outside the UK. Note that we can only refund money back into your account when the items have been returned. If you cannot return them due to restrictions in your country on shipping perfumes, we cannot advise you on how to send the items back to us and will not be able to process a refund.
For Refunds
It can take up to 10 calendar days from the day after you dropped off your return for it to reach our warehouse and be processed. We’ll let you know once that’s done – you’ll receive an email with all the details about your refund.
Paid with a credit/debit card?
It can take up to 10 calendar days from the day after you dropped off your return for it to reach our warehouse and be processed. We will notify you once that’s done – you’ll receive an email with all the details about your refund. All refunds go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, provided that account is still open.
Paid using PayPal?
Once we receive the returned order, we will initiate a refund for the amount spent on the perfume to your PayPal account. This refund will be processed directly to the same PayPal account used for the purchase.
Paid with a gift voucher or a gift card?
If you paid for your whole order with a gift voucher or a gift card, we will not be able to process a refund for your order. However, you can exchange your order for different perfumes if it is not the right scent for you.
I’ve used a promo code
If you place an order using a promo code and then return an item, the amount spent on the perfume will be refunded.
I think my refund is incorrect
There are a couple of things that may affect the amount you’re due.
If you paid for delivery, this would only be refunded for canceled orders under the Consumer Contracts Regulations (2013) or if the item was faulty.
If you still think your refund is incorrect, or if all the above timeframes have passed and you still haven’t received your refund, please get in touch with us and provide your proof of postage – we’ll be happy to help.
Just one more thing…
We cannot process a return for customized sample boxes.
For Exchange
At Eden Perfumes, we understand that purchasing fragrances online can be a gamble. That’s why we want you to be completely satisfied with your purchase. If your order arrives and it’s not quite what you were looking for, you can exchange it within 28 days.
How do I exchange?
In-Store Orders
Perfumes bought in-store can only be exchanged in-store. We can only exchange perfumes within 28 days of the purchase date. Please note you will need proof of purchase for exchanges.
Online Orders
- Contact Us: Simply email us at sales@edenperfumes.co.uk with “Exchange” in the subject line. Please include your order number in the email.
- Send Back the Item: Once you have emailed us, send back the item to the address below in its original packaging, within 28 days. Please mark your order number clearly on the back of the package.
- Cost of Return: Please note that the cost of returning the product to us will not be refunded.
- Exchange Fee: There is a £2.99 fee for exchanges, which will be deducted from the value of your exchanged item.
*Please be aware that Customized Sample Boxes are subject to a different exchange policy.
Perfume Gift Boxes
Here are the details regarding our Sample Box policy:
Our pre-selected sample boxes, thoughtfully chosen by us, can be returned for a refund. Please review the following guidelines to ensure a smooth return process:
- You have 28 days from the date your order was delivered.
- Please use the Returns note you receive with your delivery.
- All returns are subject to our Original Condition and Fair Use policies.
- It takes up to 14 calendar days for a returned parcel to reach our warehouse and be processed.
Custom Sample Gift Boxes:
- Non-refundable: Please note that Customizable Sample Gift Boxes are non-refundable. Once purchased, they cannot be returned for a refund.
- Exchange Only: If you wish to exchange your Custom Sample Gift Box for a different one, you may do so within the specified exchange period. These have a fee of £3.99.
- Exchange Period: The exchange period for Sample Gift Boxes is 28 days from the date of purchase. Please ensure that you initiate the exchange process within this timeframe.
- Condition of Sample Gift Box: To be eligible for exchange, the samples must be in their original condition and packaging.
- Exchange Process: To exchange your Custom Sample Gift Box, please contact our customer service team at contact@edenperfumes.co.uk within the exchange period. Our team will provide you with further instructions on how to proceed with the exchange.