Legal
Returns & Refunds
Last updated 17 September 2026
We want you to love what you wear. If something isn't right, here's how cancellations, returns and refunds work. None of this affects your legal rights as a UK consumer.
| Situation | What you can do | Who pays return postage |
|---|---|---|
| Changed your mind — unopened, seal intact | Return within 14 days of delivery for a full refund | You |
| Changed your mind — opened or seal broken | Can't be returned for hygiene reasons, but talk to us | — |
| Faulty, damaged, leaking or the wrong item | Refund, replacement or repair | Us |
| Not yet dispatched | Cancel for a full refund | — |
Cancelling before dispatch
We dispatch within 2 working days. If you'd like to cancel before your order leaves us, contact us with your order reference (it starts BF-) and we'll cancel it and refund everything you paid, including delivery.
Changing your mind after delivery
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive it. To do this:
- Tell us within 14 days of delivery — by email, WhatsApp, or using the form at the bottom of this page. You don't need to give a reason.
- Send the items back within 14 days of telling us, to the address below.
- Items must be unopened, with the seal intact, in their original packaging.
Why opened fragrance can't be returned: perfume and roll-on oils are sealed for health and hygiene reasons, and once the seal is broken we can't resell them safely. The law recognises this, so the 14-day change-of-mind right doesn't apply to fragrance that's been unsealed after delivery. If you've opened something and aren't happy with it, message us anyway — we'd rather help you find a scent you love.
That's also why orders from £50 include a complimentary 2ml sample of your choice: try the sample first, and if the scent isn't for you, return the full bottle still sealed.
Faulty, damaged or wrong items
If anything arrives damaged, leaking, faulty or isn't what you ordered, you're covered by the Consumer Rights Act 2015. Please tell us as soon as you can, ideally with a photo — it helps us sort it out quickly and improve our packaging.
- Within 30 days of delivery you can reject it for a full refund.
- After 30 days and within 6 months, we'll repair or replace it, or refund you if that isn't possible.
- We cover the cost of sending faulty or incorrect items back, and of sending you a replacement.
Opening a bottle doesn't affect these rights if the product is actually faulty.
Skin reactions
Our fragrances contain natural and aromatic ingredients that can irritate sensitive skin. We recommend a patch test before wearing a new scent, and to stop using it if irritation occurs. If you have a reaction, please contact us with your order reference and we'll give you the full ingredient and allergen information for that product.
Your refund
- We refund within 14 days of receiving the items back — or of you showing us proof you've posted them, if that's sooner.
- Refunds go back to the way you paid (for card payments, to the same card).
- If you cancel your whole order, we also refund the standard delivery charge you paid.
- If you return part of an order that used a Mix & Match set price or a promo code, your refund is what you paid for the returned items; if the items you keep no longer qualify for the offer, the refund is reduced so they're charged at their normal price.
- Please keep your complimentary samples and velvet pouch — there's no need to send them back.
How to send a return
- Contact us first with your order reference and what you're returning.
- Pack items securely in their original box — fragrance is glass and liquid, so please wrap it well.
- Use a tracked service and keep your proof of postage. We can't refund items that don't reach us unless you can show they were posted.
- Changed-your-mind returns are at your cost. For faulty or wrong items, we'll send you a prepaid label or refund your postage.
Returns address:
Bespoke Fragrances Returns — [legal name]
[returns address, Manchester, postcode]
Contact
Email [your business email] or message us on WhatsApp at +44 7463 340184. Please include your order reference.
Cancellation form
You don't have to use this form, but you can copy it into an email or message if it helps.
To: Bespoke Fragrances, [returns address], [your business email]
I hereby give notice that I cancel my contract of sale of the following goods:
Order reference: ____________________
Items: ____________________
Ordered on / received on: ____________________
Name: ____________________
Address: ____________________
Date: ____________________
Your legal rights
This policy is in addition to your statutory rights, which it doesn't affect. For independent advice about your consumer rights, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.