Returns & Refund Policy – De Perfume Shop

At De Perfume Shop, we offer a 7-day return window from the date of delivery. Our goal is to keep the process simple, fair, and transparent for our customer

Important Return Conditions

  • Personalised, engraved, custom-made, and sale items are non-returnable

  • Items must be unused, sealed, and in original packaging

  • Products with broken seals, damaged packaging, or signs of use may be refused

  • Refunds or replacements are only available for wrong, damaged, or defective items

Mandatory Unboxing Video

Unboxing video is compulsory for all orders

The video must:

  • Show the sealed parcel clearly

  • Record the full opening process without cuts

  • Display all items clearly

❌ Without an unboxing video:

  • Refunds will not be processed

  • Claims for damage, missing items, or wrong products will be rejected

Please keep the video until your case is fully resolved.

 

Return Shipping Policy

  • Return shipping costs are borne by the customer

  • Original delivery charges are non-refundable

  • Free replacement or refund is provided only if:

    • Wrong item was sent

    • Item is damaged or defective

    • Damage occurred during delivery

Wrong Item or Parcel Not Received

If your order shows “delivered” but you did not receive it, or you received the wrong item:

  • Contact us within 24–48 hours (maximum 2–3 days)

  • Email us with:

    • Order number

    • Photos of the item

    • Unboxing video

✔ We will arrange free pickup and send the correct item or issue a refund
❌ Claims after 3 days will not be accepted

 

Refund Timeline

  • Inspection after return: within 7 business days

  • Refund processing begins after approval

  • Refund reaches your account in:

    • Cards / PayPal: 3–5 business days

    • Bank transfer: 7–12 business days

Order Cancellation

  • Free cancellation available before dispatch

  • Contact us immediately with your order number

  • Full refund processed within 2–5 business days

Shipping Damage

  • Do not open damaged packages

  • Record photos/videos

  • Contact us within 24 hours

  • We’ll arrange pickup and provide a replacement or refund

Contact Us

sales@deperfumeshop.co.uk
www.deperfumeshop.com
London, United Kingdom