Refunds & Returns Policy

28-Day Return Period

Our products come with a 28-day money back guarantee. During this time period you can inspect the items you have paid for and providing they are not used or tampered with, return them for an exchange or refund.

The refund will be for the cost of the perfumes, minus delivery cost, minus a 15% Restocking Fee. We cannot process returns after the 28 day period. Faulty or Damaged issues must be reported within 48 hours of receipt of your order or any refund request will be rejected. Orders cancelled prior to dispatched, will be refunded minus 4% of the total amount paid. This is to cover the non-refundable fees that we have to pay.

Refund Exclusions

Under absolutely no circumstances will we offer a refund or exchange goods that have been tampered with, opened or used - due to hygiene reasons, they cannot be resold. We will refuse claims for returns whereby you have used/opened the product and you have decided that it is not to your liking, or because you perceive it to be different from previous versions/batches that you may have tried, or that you claim that our samples are 'fake', 'watered down' or considered to be non-genuine. We only have and only will use 100% genuine fragrances, the very foundation of our business.

Perfumes can vary in smell or perception of smell for many reasons, this does not constitute a fault in the product that we are providing. For this reason, we strongly recommend, that in the first instance, you order a smaller amount of the perfume, if you have not previously sampled it from our store.

Non-Delivery & Fraudulent Claims

We send all orders using tracked delivery services to ensure your parcel arrives safely. Once your order has been confirmed as delivered to the address provided at checkout (using courier tracking, GPS data, delivery scans and/or delivery photos), we will treat the order as fulfilled.

If you believe your order has not been received despite delivery confirmation, please contact us immediately. We will work with the courier to investigate and gather full delivery evidence.

Important: We will send and require you to complete and sign a Denial of Receipt (DoR) form which is required by our carrier, Royal Mail. This requires you to state that you have not received your order despite confirmation of delivery by the carrier, before they open an investigation.

Making a false claim of non-delivery in order to obtain goods or a refund is considered fraud by false representation under the Fraud Act 2006, and we reserve the right to report any suspected fraudulent claims to the relevant authorities.

Please note that if tracking and GPS information confirm delivery to the address you supplied, we are unable to offer a refund or replacement unless the courier’s investigation proves otherwise.

For higher-value orders, we may require a signature on delivery. Once a parcel has been signed for at your address, responsibility for the goods passes to you.

Non-delivery issues involving courier investigations are as frustrating for us as it is for you, however we must protect our own business interests as well as ensuring a fair outcome for our customers.

Incorrect Delivery Information

Under absolutely no circumstances are we liable for incorrect delivery information being input at checkout, it your responsibility and yours alone to check that you have provided us with an accurate delivery address.

If you contact us before your order is fulfilled and shipped, in most cases we will be able to happily amend this for you.

If your order was confirmed as delivered via the tracking information to the wrong address provided, and you are unable to recover the parcel or it is not returned to us, then under no circumstances will we issue a refund for goods which are lost due to the input of incorrect delivery information. If the order has been dispatched and subsequently returned to us due to a wrong address being provided, you will have to pay an additional shipping fee, or request a refund minus the shipping cost, whether your order qualified for free shipping or not.

Faulty and Damaged Goods 

In the unlikely event that goods should arrive damaged or faulty, we may provide a replacement item or refund as appropriate. Please contact us immediately and ensure it is within 48 hours of the confirmed delivery date/time stamp as per your tracking information.

Customers are required to inspect all items that constitute the order immediately upon receipt. Failure to report any damage within 48 hours of delivery will be considered to be an acceptance of the items condition. Any damage reported more than 48 hours after the signature on the delivery MAY be rejected. If a return is accepted the faulty item should be returned with all the original packaging and accessories as purchased along with all relevant documents within 28 days of purchase. The customer will be required to provide digital photographs and a confirmation statement that the item arrived damaged, failure to provide a photograph upon request will result in the claim being rejected. This information will be used to file a claim with our courier. The customer will be required to cooperate with the courier and us in any resulting investigation.

Purchasing from Decanted Ltd (decanted.uk), is a full acceptance of these terms and conditions.

How To Return

Please contact us to begin the return process: orders[at]decanted.uk

We recommend using a Royal Mail recorded/tracked service, when sending your items back to us. If you choose not to use a recorded service (at your own risk) please ensure that you apply adequate postage (Jiffy envelopes will generally need to be sent as a 'Large Letter'). We regret that we cannot be held responsible for non-delivery of goods you return to us, which is why we highly recommend using a Recorded service so that in the unlikely event of a lost item, you are able to claim back the value of the items from Royal Mail. Returned items that are lost are the responsibility of the sender, not Decanted Ltd. Please retain your tracking receipt until you have received acknowledgement or credit for the return.

We advise that you return goods using adequate packaging, such as a padded jiffy bag, to reduce the likelihood of damages occurring. Royal Mail consider perfumes as hazardous goods, and therefore when dispatching, you will need to advise the post office that the contents of the package contain perfume. The post office will then apply an ID8000 label on the package to ensure it meets the correct requirements for dispatch.