All our products are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This does not affect your statutory rights.

How do I return a product?

If you wish to return any items please contact customer services by email enquiries@fragrancehouse.co.uk or by phone +44(0)1684 437374 who will inform you of the exact procedure and issue a Returns Number. Returns cannot be accepted or processed without a Returns Number.

When returning a product any Gift with Purchase received with that product must be returned. Failure to do so will result in the Gift with Purchase being charged at the value on our website.  We also retain the right to charge the cost of original postage of you received as a free gift during purchase.

Damaged items

If a product arrives damaged please email Customer Service or phone +44(0)1684 437374 as soon as possible after you product arrives. Our customer services team will let you know the returns process and provide you with a Returns Number.  You must retain both the product(s) and all packaging, including the postal packaging.

Where a product has leaked then damage will be showing externally.  The product should not be opened or removed from its cellophane wrapping and you should inform us immediately.  You must also take photos showing the visible leakage. Failure to do so will void any claim as many products are now refillable with easy pour features.

Please note:

  1. For all UK orders you will be provided with a Royal Mail Returns Label. If ordering outside of the UK then we will refund the cost of return up to the original postage price

  2. If any items within a gift-set or box set are damaged – please return the whole box-set, and we will be happy to replace it. We cannot provide replacements for individual elements of a gift or box-set.

Incorrect items

If we have sent an incorrect item please email Customer Service or phone +44(0)11684 437374 as soon as possible after you product arrives. Our customer services team will let you know the returns process and provide you with a Returns Number.

Please note:

  1. For all UK orders you will be provided with a Royal Mail Returns Label. If ordering outside of the UK then we will refund the cost of return up to the original postage price

  2. To enable us to refund or exchange your purchase, items must be in the exact condition you received them in. Unfortunately, we cannot replace or refund items if they have been opened or any seals have been broken.

  3. We are unable to send a replacement, or refund, until you have returned the incorrect item or we can see that Royal Mail have received the item from you

Unwanted products

If you wish to return an unwanted item and had not cancelled prior to dispatch please email Customer Service or phone +44(0)11684 437374 as soon as possible after you product arrives, but no later than 7 days. Our customer services team will let you know the returns process and provide you with a Returns Number.

To enable us to refund or exchange your purchase, items must be in the exact condition you received them in. Unfortunately, we cannot replace or refund unwanted items if they have been opened or any seals have been broken.

The refund will not include the cost of delivery or return postage, if you benefited from Free Delivery then the standard delivery charge will be deducted from any refund.