Contact Us

When you write to us about an existing order, including these details in your first message usually saves a round of back-and-forth:

• —Your order number, from your confirmation email or the order success page.
• —The name and phone number the order was placed under.
• —Which payment method you used, and the date of payment.
• —A clear description of the problem, and photographs if an item arrived damaged or looks wrong.

• —Product information — questions about a fragrance, its longevity, ingredients, stock, or delivery to your city.
• —Order status and confirmation — to check that an order was received, or to find out where it has got to.
• —Payment — if a payment failed, was taken twice, or your uploaded receipt has not been verified within 24 hours.
• —Delivery — to change an address before dispatch, to chase a delayed parcel, or to arrange re-delivery. See our Shipping, Returns & Refunds policy.
• —Damaged, incorrect or missing items — report these within 48 hours of delivery so we can investigate with the courier.
• —Cancellations, returns and refunds — to cancel within 24 hours, or return an unopened order within 7 days of delivery.
• —Complaints — anything you are unhappy with. Our Complaint Handling page sets out the process and the timelines we hold ourselves to.
• —Privacy — to see, correct or delete the information we hold about you, as described in our Privacy Policy.

• —General enquiries: answered within 2 working days.
• —Complaints: acknowledged within 2 working days.
• —Complaints resolved: within 7 working days, or 15 working days for cases needing investigation with a courier or payment provider, with progress updates while we work on it.