1. Our Guarantee
At Fragrance Galore, we pride ourselves on the quality of our products and services. We stand firmly behind every item we sell, ensuring our customers have a seamless and satisfying shopping experience. It's worth noting that we have been a trusted name in the fragrance retail business for over 21 years, underscoring our dedication and expertise in the industry.
2. Order Cancellation Policy
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We understand that sometimes things change, and you may need to cancel your order. Our order cancellation policy is as follows:
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Cancellation Window: Orders can be cancelled only before they are processed. Once an order has been processed or shipped, it can no longer be cancelled.
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Cancellation Fee: A cancellation fee of $10 will apply to cover payment processing costs.
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Refund Process: Once your order is cancelled, a refund for the remaining amount (minus the $10 cancellation fee) will be issued. Refunds will be processed within 3 to 4 business days.
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Please note that cancellations cannot be made after an order has been processed or shipped. We recommend reviewing your order carefully before finalizing your purchase. You will need to return the item if it has been processed, please review return policy for that.
If you need to cancel your order, please contact our customer service team as soon as possible via contact form, and we'll assist you with the process.
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Thank you for shopping with us!
3. Return Period
- We accept returns up to 15 days from the date of purchase.
- Regrettably, any return requests made beyond this period will not be considered.
4. Conditions for Full Refund/Exchange
- Items must be returned in their original condition: unopened, unused, and with the cellophane wrapping intact.
- Items that meet these conditions are eligible for a full refund or exchange, excluding shipping fees, which are non-refundable. Please note that a 10% deduction will be applied to cover return shipping, processing, and restocking fees.
5. Damaged or Faulty Items
- If you receive a damaged item, it's imperative to take clear photos of the damage and contact us immediately.
- Products that are reported as damaged within 2 days of delivery, and are accompanied by photographic evidence, qualify for a full refund, exchange, or replacement.
- To facilitate a smooth refund process, please return all components of the product. This includes the original packaging, caps, brand boxes, pamphlets, and any promotional gifts or samples that accompanied your purchase.
- It's essential to note that shipping fees associated with the original order are non-refundable. Additionally, if you decide to return an item, a 10% deduction will be applied. This covers the costs associated with processing the return.
6. Other Returns
- Items that do not meet the "full refund" conditions will be assessed by our shipment department based on their condition.
- If accepted, store credit will be issued for the assessed value of the product. Or potentially a partcial refund can be issued.
- Please note that certain returns may incur a restocking fee.
7. Non-Refundable Items
- Please be aware that individual samples/vials, custom bundles, and discovery kits are considered final sale and are not eligible for return or refund.
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Under our Return Policy, please note that all flash sale items are non-refundable. These items are marked as final sale at the time of purchase and cannot be returned, exchanged, or refunded.
We kindly ask that you review your order carefully before purchasing flash sale items to ensure satisfaction, as they are exempt from our standard return and exchange policies.
8. Shipping & Return Fees
- Shipping fees associated with the original order are non-refundable.
- If you decide to return an item, a 10% deduction will be applied. This covers shipping, restocking, and labor. However, if the return is due to a mistake on our part (like faulty goods or incorrect supply), this fee will be waived
9. Lost or Undelivered Orders
- If your package is marked as "delivered" but you haven't received it, notify our Customer Service within 2 days of the delivery date.
- In cases deemed as lost or undelivered, we may send a replacement. If you accept the replacement, any subsequent returns of that item will only qualify for store credit.
10. High-Value Orders
- Orders of substantial value may require additional verification or assessment through our insurance before any reshipment or refunds are processed.
11. Refund Process
- All returns will undergo an inspection upon receipt.
- Following the inspection, we will process your refund. Allow 3-5 business days for this transaction to be reflected in your account.
12. How to Initiate a Return
- Once your order has been placed, a 'Return Option' will be made available within your account on our website. Should you wish to request a return, you can easily access and fill out this form. Please ensure you review and adhere to all the terms and conditions mentioned above before initiating the return process. This ensures a smooth and efficient return experience for both you and our team.
13. Contact & Communication
- For all return-related inquiries or if you encounter any issues with your order, please email us at [email protected] or use this form HERE. Ensure you adhere to the timelines mentioned above for efficient assistance.