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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 free returns for items still in their original condition, subject to the rules below, including our Fair Use policy.

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.

  • 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 – check out our Returns Policy.
  • It takes up to 10 calendar days for a returned parcel to reach our warehouse and be processed.

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. Any refund in such cases will be at our discretion.

Sample Boxes

Here are the details regarding our Sample Box policy:

  • Non-refundable: Please note that Customizable Sample Boxes are non-refundable. Once purchased, they cannot be returned for a refund.
  • Exchange Only: If you wish to exchange your Custom Sample 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 Boxes is 28 days from the date of purchase. Please ensure that you initiate the exchange process within this timeframe.
  • Condition of Samples: To be eligible for exchange, the samples must be in their original condition and packaging.
  • Exchange Process: To exchange your Custom Sample 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.

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 a return 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, 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 or app for details on whether the item is returnable.

  1. 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.
  2. 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., tags have been removed, 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 send the perfume back to us for verification. If we confirm that you received a different fragrance by mistake or there is a problem with the batch, we will refund you for the postal charges incurred when sending the perfume back to us and offer 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 will be unable 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.