All of our products are thoroughly inspected before they are shipped to ensure you receive the best possible product. They are also carefully packaged to protect the items during shipping and avoid any damage during transit. Please inspect your item carefully as soon as you receive it.
My item has arrived and is damaged/defective. What do I do?
How long do I have to return my damaged/defective item(s)?
Once you have reported the damaged item to our Customer Care Team, you will then need to ensure that the damaged item(s) are returned to us within 14 days. Items received after this period will not be accepted.
How do I return my damaged/defective item?
Firstly contact our Customer Care Team to report the issue.
Following contact with our Customer Care Team, the item(s) must be returned to us within 14 days.
To return your product, you should mail your product to:
Fragrance & Memories
Brooke and Shoals, Church Road,
If you are shipping an item over $50, we recommend that you consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Will I receive a replacement or refund for the damaged/defective item(s)?
In the event of a customer receiving damaged goods we will endeavour to send a replacement item/items as soon as possible. Should you require a refund, please indicate this to our Customer Care Team when you contact them about the issue and they will be happy to process this for you.
How will I know that my damaged/defective item has been received?
Once your return is received we will send you an email to confirm that we have received the item(s).
How will I know if my return has been approved?
Following an inspection of the products we will then notify you if your replacement/refund has been approved.
How long will it take to send my replacement product(s)?
Once your return is received and inspected we will notify you of the approval or rejection of your replacement. If your replacement is approved we will endeavour to ship the replacement item(s) to you as soon as possible. We aim to ship replacements within 6 – 12 days of receiving the damaged product(s). Depending on where you live, the time it may take for your replacement product to reach you may vary.Once your return is received we will send you an email to confirm that we have received the item(s).
How will I receive my refund?
Provided your refund is approved, the item’s cost will be refunded to your bank or credit card.
How long will it take to process my refund?
Once your return is received and inspected we will notify you of the approval or rejection of your refund. If you are approved, your refund will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.
My refund has been approved but I haven’t received it yet. What should I do?
Please note that once a refund is approved, it may take a few days to process. If you haven’t received your refund after this period, first check your bank account again.
Then contact your credit card company as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our Customer Care Team & they will be happy to assist you.
Returns Policy for Non-defective/Undamaged Items
Can I return an item that is not damaged or defective?
Unfortunately we can only accept returns on products that are defective or have been damaged during shipping.
If I change my mind can I exchange my item for a different item?
Unfortunately we can only replace items if they are defective or damaged.