Refund policy

Refund & Returns Policy

At Fragrance Vault, customer satisfaction is our priority. We take pride in supplying authentic, high-quality fragrances. Due to the nature of our products, please read our Refund & Returns Policy carefully before placing your order.

Returns

We accept return requests within 7 days of your order being delivered.

To qualify for a return, the item must:

  • Be unopened, unused, and in its original condition.
  • Include all original packaging, seals, and labels.
  • Be accompanied by proof of purchase or your order confirmation.

Please contact our customer support team before returning any items. We will arrange our Courier to collect the items if the return is approved. 

Returns sent without prior approval may not be accepted. 

Non-Returnable Items

For hygiene and quality assurance reasons, we are unable to accept returns or exchanges for:

  • Opened, used, or sprayed fragrances.
  • Products with broken or removed seals.
  • Sale, clearance, or promotional items.
  • Gift cards or vouchers.

Damaged, Defective or Incorrect Orders

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, notify us within 48 hours of receiving your parcel. Please include:

  • Your order number.
  • Clear photographs of the product and packaging.
  • A description of the issue.

Once your claim has been reviewed, we will arrange a suitable resolution, which may include a replacement, exchange, or refund where applicable.

Exchanges

We only offer exchanges for products that arrive damaged, defective, or if the incorrect item was supplied.

If you would like a different fragrance, the original item must first meet our return eligibility requirements before an exchange can be considered.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed back to your original payment method. Please allow 7–10 business days for the refund to reflect in your account, depending on your bank or payment provider.

Shipping charges are non-refundable unless the return is the result of our error.

 

Pre-Orders

Pre-orders cannot be cancelled or refunded once placed. Pre-orders are final orders.
With completing a pre-order, you are agreeing from Fragrance Vault to reserve stock from the incoming stock.
These items are ordered and secured on your behalf, no changes, no cancellations or refunds will be permitted for pre-ordered items.

Pre-orders will be seen to once stock is received from the supplier.
Please allow 2-4 weeks after marketing and promotion have been launched for stock to arrive and dispatched.
Delivery times may vary due to supplier and couriers.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrectly supplied product.

We recommend using a tracked courier service, as Fragrance Vault cannot be held responsible for returns lost in transit.

Need Assistance?

If you have any questions regarding returns, exchanges, or refunds, our customer support team is here to help. Please contact us before returning any products so we can guide you through the process.

Thank you for shopping with Fragrance Vault.