Returns And Exchanges
Our worldwide deliveries are FREE but the cost of the return of the fragrance is the responsibility of the customer.
You can return your product to us within 14 working days if for any reason you are unhappy with your purchase or you wish to exchange it.
Please note that we can only accept returns if the fragrance pack is unopened (ie the 100ml fragrance box). It is for this reason that we send the same sample of the fragrance purchased with each order so that you can try the fragrance first before opening the pack of the fragrance.
Please note that the following products remain exempt from returns, which means that under no circumstance can they be returned:
- the “Discovery Set” of samples
- any product that has been personalised eg engravings or bespoke creations
The products must be returned to ATELIER DES ORS, in perfect condition for resale, in their original condition (packaging, accessories, instructions, etc.), duly sealed, and accompanied by the signed return form in accordance with the procedure described below within 14 working days.
Please note that it is also the responsibility of the customer to ensure the fragrance can be returned with a shipper that has a dangerous goods certification.
To return an item, simply follow the instructions below:
- Enter your name, email, order number and the product you wish to return.
- We will then email you a delivery note to print and include in your return package.
- Use the original packaging to return the product(s) if possible.
- Please note that you, the customer is responsible for paying the postage. We also advise that insurance should also be taken as if the product is not received, we will not be able to take responsibility as the customer remains responsible for any risk associated with the return of the product(s).
- Send your package to: the address on the Delivery Note
- The refund will be made using the same credit card you used for the original transaction within a maximum of thirty (30) days, as long as the above conditions are complied with.
For further details around the return please refer to the Terms and Conditions on this website.
Please note that any risk related to the return of the product is the responsibility of you, the customer. In the absence of compliance with the procedure set out above and the deadlines indicated, you, the Customer may not make any claim for non-conformity or defect of the delivered products, the products being then deemed to be in conformity and free of any defect.
Please complete the following returns form :