Faults & Returns
missing, faulty or damaged items
Should goods arrive damaged, faulty or missing from the order we may provide a replacement item or credit note, or refund as appropriate.
All missing, faulty or damaged items MUST be reported within 24 hours of delivery and customers are required to inspect all items that constitute the order immediately upon receipt. Failure to report damage within 24 hours of delivery will be considered an acceptance of the items condition and any damage reported more than 24 hours after delivery may be rejected.
The customer is required to provide evidence of any fault or damage via digital images and a confirmatory statement that the item arrived damaged. This information will be used to file a claim with the courier. The customer will be required to cooperate with the courier and us in any resulting investigation. Failing to do so may result in a replacement or credit note being refused.
returns & refunds
Whilst we can guarantee that the product you receive will be authentic, we cannot guarantee that you will like it. Each fragrance sample is hand produced to order from the manufacturers original bottle. Once the package has been received by a customer there exists the opportunity to tamper or damage the product. To help ensure that every fragrance shipped is 100% genuine we cannot accept returns or exchanges or issue refunds.
We do recognise that mistakes happen when ordering and we offer a limited and strictly conditional 14 day cooling off period from the date of delivery for an order to be returned. All returns must be unopened, in original condition and with all packaging intact. If a return is made and the packaging is found to have been opened prior to return the return will be refused. Under no circumstances will Perfumista offer any refund, exchange or credit facility whereby there is evidence that the goods have been used.
By the very nature of manufacturer fragrances are subject to production variations and formula changes. This does not constitute a fault in the product. Perfumista will not offer any refund, exchange or credit facility whereby there is a perception by the customer that the fragrance is different from previous experiences.
All costs associated with any return is the responsibility of the customer and we strongly recommend the use of tracked postal service. Perfumista will not be liable for any returns that do not arrive back to us.
If a return is accepted the damaged/faulty item should be returned to us with the original packaging within 28 days of purchase.
We reserve the right to refund the cost of the return as a goodwill gesture, but this is not granted as an automatic entitlement.
Goods cannot be replaced, or credit notes provided until we are in receipt of the order.
In the event of a delivery attempt that is rejected by the customer the order will eventually be returned to us. This is typically a slow process as such returns are not prioritised by the courier. Upon receipt back to us the customer is entitled to a refund. This will be subject to a deduction of the original postage costs.
orders not called for
An uncalled-for order is when the courier has attempted an unsuccessful delivery and left a card with details on how to rearrange delivery or collect the order. Orders will only be retained by the courier for a limited amount of time before they are returned to us. This is typically a slow process as such returns are not prioritised by the courier. Upon receipt back to us the customer is entitled to a refund. This will be subject to a deduction of the original postage costs.
Registering an account and purchasing from us is full acceptance of these terms and conditions.