Refund policy

Returns & refunds

We want you to love every bottle. If something isn't right, here's how returns work at FragranceUSA.

1. Return window

You have 7 days from the day your order is delivered to request a return. We accept returns from orders shipped within the USA only.

2. What can be returned

  • Items must be unused, in the same condition you received them, and in the original packaging with the cellophane or seal intact.
  • Proof of purchase (your order number) is required.

3. What can't be returned (final sale)

  • Samples, travel atomizers and decants
  • Refillable bottles
  • Items marked "Final Sale"
  • Items with removed or altered batch codes
  • Caps or boxes sold on their own
  • Candles that have been used or damaged after delivery

4. How to start a return

  1. Email info@fragranceusa.com within 7 days of delivery with your order number and the reason for the return.
  2. We'll reply with a return authorization and the address to send it to.
  3. Ship the item back with a trackable method. Packages sent without a return authorization, or to the wrong address, can't be accepted.

5. Return shipping and fees

  • You pay the cost of return shipping, unless we made a mistake (wrong item, or an item that arrived damaged or defective). In that case we send you a prepaid label.
  • A 10% restocking fee applies to returns that aren't caused by our error.
  • If a returned item has a broken seal or shows signs of use, a restocking fee of 20% or more applies, depending on the level of use or damage.
  • Your order shipped free, but shipping still costs us. For returns that aren't our error, the actual cost of the original shipping label is deducted from your refund or store credit.
  • Refused or unclaimed packages are treated as returns and the same fees apply.

6. Refunds

  • Once your return arrives and passes inspection, we refund your original payment method. Please allow 5–7 business days after inspection for it to appear; your bank may take a little longer.
  • Orders paid with Afterpay or Shop Pay Installments are refunded through that provider, which adjusts your remaining payments.
  • Prefer store credit instead? Just ask. Store credit never expires.
  • Sales tax is refunded on all approved returns.

7. Exchanges

We don't offer direct exchanges. Return the item for a refund and place a new order for the item you'd like.

8. Damaged, defective or wrong items

If your order arrives damaged, defective or isn't what you ordered, email us within 7 days of delivery with clear photos of the item and the packaging. We take full responsibility and will make it right with a replacement or full refund, including shipping.

9. Cancellations

  • Orders can be cancelled before they ship. A 3% fee is deducted to cover payment processing costs.
  • Pre-order cancellations carry a 5% fee. If a pre-order is badly delayed, contact us and we'll work out a fair solution together.
  • Once an order has shipped, it can't be cancelled, but it can be returned under this policy.

Questions?

Email info@fragranceusa.com or call 888-387-2123, Monday to Friday, 9am–6pm ET.