1. Purchases made in our webshop
Try first before you open the box
You can also order 2 ml samples separately before buying a bottle.
We cannot provide samples for any products other than perfume, such as soaps, candles, diffusers, incense, etc.
How to return or exchange a product?
To return or exchange a product follow these steps:
- log in to your account. If you don't have an account yet, we kindly ask you to register first. Please use the same email address you used for your purchase.
- select the order in question, click on 'return item(s)', fill out the form and send it.
- as soon as we receive your request, we will send you a return label via e-mail.
- pack the product securely and stick the return label on the box.
- drop the package off at the nearest collection point of the carrier.
Please allow up to 14 working days for your return or exchange to be processed.
Returns are free, unless you did not pay shipping costs when ordering. In that case, we will apply the initial shipping costs (see FAQ for rates per country).
You are responsible for the transport of products you wish to return. We cannot refund returned products that are lost during transport or that were not packaged with the necessary care and therefore arrive damaged.
Cancel Your Order
We are unable to cancel or modify your order once it has been shipped. If you want to cancel an order that hasn't been shipped yet, log in to your account to review your order. If you don't have an account yet, please register first, using the email address you used for your purchase.
2. Purchases made in our physical store
You can exchange or return unopened, unused products (with the exception of samples, gift vouchers and discovery boxes) that you purchased in our physical store in their original condition, with intact packaging (including any labels, seals, foil, covers, etc.) within 14 days of purchase.
When you return your purchase to the store, we will refund the amount via bank transfer, unless (part of) your purchase was paid for with a smell stories gift voucher. If you paid for (part of) your purchase with a smell stories gift voucher, you will receive a new gift voucher (code) with the same value and remaining validity period as the original voucher, with a minimum of 14 days.
3. Conformity and warranty
All our products are covered by the statutory warranty conditions for a period of two years from the date of delivery. This means that during this period, we are responsible for any hidden defects or non-conformities that render the product unsuitable for normal use, or reduce its usability to such an extent that you would not have purchased it (or would only have purchased it at a lower price) if you had known about them beforehand.
In the event of non-conformity or a defect, we will first choose an appropriate solution:
- replacement of the product, or
- repair of the product, or
- a price reduction, if replacement or repair is not possible.
We may repair or replace a product more than once in succession. Only if multiple attempts fail to provide a solution can you request a price reduction or cancellation of the purchase.
The warranty expires if the product has been used or treated abnormally, or if it has not been used in accordance with the instructions for use or our instructions.
