Returns and Refunds

Fragrance is personal, and now and then a box or a bottle does not land the way you hoped. This page explains how returns and refunds work at Fragrance Box, where the exact terms live, and how to reach a person when you need one.

A short note before anything else. Return eligibility, refund windows, and any restocking or shipping terms are set live and can change, so they are never printed here as fixed numbers. You will always find the current terms on the live order pages and at checkout, and you can confirm anything with support at [email protected].

Where the current policy lives

The terms that govern a return or refund are shown at the moment they matter, on the live pages, not memorized from an article.

• The exact return and refund terms for an order appear during checkout in the box order wizard at /order, and again on your confirmation at /order/success.
• For a reservation, the pre-order flow at /pre-order is a hold rather than a charge, so nothing is billed at reservation time and a reservation can be cancelled any time before payment.
• Your own order records, including status and reference number, live in your history at /dashboard/orders.

If a term is expressed as a number, whether it is a window, a fee, or a shipping cost, treat the live page as the source of truth. Those figures vary, so read them on /order and /order/success rather than relying on memory.

How to start a return or ask for a refund

The calm path is the fastest one. Have your order details ready, then reach out.

1. Find the order in your history at /dashboard/orders and note its reference number. If you are unsure what a stage means, Order Status Explained walks through each one.
2. Check the current terms shown for that order, since eligibility depends on the live policy and the state the order is in.
3. Write to [email protected] with your reference number and what you would like to do. A real person reads it and replies with the next step.

We would rather solve the actual problem than process a form. If a scent simply is not for you, tell us what you did not love, and we can steer the next curation toward what you do. Any credit or refund that applies is confirmed against the live terms for your order, not promised in the abstract here.

Substitutions, damage, and things that arrive wrong

Our collection rotates, so a specific scent can become unavailable between order and fulfillment. When that happens you are asked to choose a like for like replacement, and if you do not choose within a short window, a comparable alternative in the same character is assigned so your box still ships full. We never promise an exact bottle, only a comparable one when a swap is needed. How Substitutions Work covers this in full.

That is different from something arriving damaged, leaking, or not matching your order. If a bottle turns up broken or the contents are wrong, that is on us to make right. Reach [email protected] with your order reference and a clear photo of the issue, and we will sort the resolution under the live terms. If your parcel is simply still in transit, Tracking Your Order may answer the question before a return ever comes up.

Your next step

If something is not right, start at /dashboard/orders, read the current terms on your order, then write to [email protected] with the reference number. If you are here before buying and just want to understand the policy first, open /order to see the live terms, or browse the collection at your own pace. Either way, a person is on the other end, and we would rather earn the next box than argue over the last one.