Shipping and returns

When the thirty days start

The withdrawal period is thirty days. It runs from the day the parcel is received — not from the day the order is placed — counted from when it is taken into the hands of the customer, or of somebody the customer nominated who is not the carrier.

Where one order arrives as more than one parcel, the thirty days run from the day the last of them is received.

Romanian law (OUG 34/2014) gives fourteen days to withdraw from a purchase made at a distance. The House gives thirty, on the same terms.

A Bottle

A sealed Bottle can be sent back within thirty days and is refunded in full. An unsealed one cannot: once the seal is broken the Bottle cannot be sold again. That is what the Sample is for.

A 2 ml Sample of the same Fragrance travels free with every Bottle, so the seal never has to be broken to know what is inside. A sealed Bottle is refunded in full whether or not that Sample was opened.

A Discovery Set

A Discovery Set can be sent back within thirty days whether or not the box has been opened. It is refunded in full if the Redemption Code inside is unspent, and not at all if the code has been spent: the code is worth the price of the Set, so spending it has already taken that price against a Bottle.

The box was never the seal. An opened box, opened Samples and a discarded lid change nothing; the one condition is whether the Redemption Code has been spent.

How to withdraw

Withdrawing is a decision that has to be stated, not merely acted on: sending a parcel back without a word is not notice. Any clear statement within the thirty days will do — there is no form to fill in and no reason to give — as long as it is unambiguous that the order, and which part of it, is being withdrawn.

The address that notice should be sent to is settled with the seller identity on the Terms and conditions page, which is not final either. Until both are, this page cannot tell a customer where to write, and it says so rather than printing an address that will change.

Who pays, and by when

Once the House has been told, the goods go back without undue delay and within fourteen days of that notice. Return shipping is included: the House pays for it.

When the money comes back

The refund is made without undue delay and within fourteen days of the day the House is told, by the same means the payment was made by, at no charge for the refund itself.

The House may hold the refund until the goods are back with it, or until it has proof they were sent — whichever happens first.