Refund policy

Refund & Shipping Policy

This Refund & Shipping Policy applies to all purchases made through La Fragancia (“we”, “us”, “our”) via www.lafragancia.co.uk. By placing an order with us, you agree to the terms outlined below.

1. Consumer Right to Cancel

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods in accordance with the Consumer Contracts Regulations 2013.

• To exercise your right to cancel, you must notify us within 14 days of receiving your order by emailing orders@lafragancia.co.uk.
• You may use the statutory model cancellation form if you wish, though it is not obligatory.
• Once you have notified us of your intention to cancel, you must return the goods within 14 days.
• Your statutory rights are not affected by this policy.

2. Return Eligibility

We operate a 14-day return policy. For change-of-mind returns, an item must:

• Be returned within the required timeframe.
• Be in the same condition in which it was received.
• Be unopened, unused, and unsprayed.
• Remain sealed where applicable.
• Include all original packaging, inserts, accessories, and labels.
• Be accompanied by proof of purchase.

For hygiene, safety, and product integrity reasons, fragrance products that have been opened, tested, sprayed, tampered with, or had their seals broken are not eligible for return under change-of-mind terms (this does not affect your rights if the item is faulty). We reserve the right to refuse returns that do not meet these conditions.

3. Change of Mind Returns

We accept change-of-mind returns only for products that satisfy the eligibility requirements outlined above. Unless an item is faulty, damaged, or incorrectly supplied:

• Customers are responsible for all return shipping costs.
• Customers are responsible for ensuring returned goods arrive safely.
• Customers assume responsibility for any loss or damage occurring during return transit.

We strongly recommend using a tracked and insured postal service, as refunds cannot be issued until returned goods have been received and inspected.

4. Non-Returnable Items

The following items are non-returnable unless faulty, damaged, or incorrectly supplied:

• Sample Sets
• Discovery Sets
• Sale or Clearance Items
• Gift Cards
• Opened fragrance products
• Products with broken seals
• Products that have been used, tested, or sprayed

Nothing in this section or our change-of-mind policy affects your statutory rights in relation to faulty, damaged, or incorrectly described goods.

5. Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery. If you receive a faulty, damaged, or incorrect item, you must contact us within 14 days of receipt at orders@lafragancia.co.uk and provide:

• Your order number.
• A description of the issue.
• Clear photographic evidence.
• Confirmation that the original packaging has been retained where possible.

Please do not dispose of any item or packaging until your claim has been reviewed and resolved, as this may affect our ability to investigate and process your claim.

Where a claim is approved:

• La Fragancia will cover or reimburse reasonable return shipping costs for returning faulty, damaged, or incorrectly supplied items.
• We may offer a replacement, repair, refund, or another appropriate remedy in accordance with applicable consumer legislation.

6. Refused Deliveries and Uncollected Orders

If a delivery is refused, rejected, returned to sender, or remains uncollected without prior agreement from La Fragancia:

• Original delivery charges will not be refunded.
• Any courier return fees, redelivery costs, or administrative charges incurred by us may be deducted from any refund.
• Refunds will only be issued once the goods have been returned to us and inspected.
• Returned goods must be received in resaleable condition.

7. Missing Parcels

If you believe your parcel has been lost, you must notify us within 14 days of the expected delivery date.

• Customers agree to cooperate fully with any courier investigation, including providing information or completing declarations where required.
• Refunds or replacements for lost parcels will only be considered once the courier’s investigation has concluded.

8. Return Process

• Before returning any item, please contact us at orders@lafragancia.co.uk. Returns sent without prior authorisation may experience delays in processing.
• Customers are responsible for securely packaging returned items to prevent damage during transit.
• We reserve the right to reject returns that fail to comply with this policy.

9. Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved:

• In accordance with consumer regulations, approved refunds will be processed without undue delay and in any event within 14 days of us receiving the returned goods.
• Refunds will be issued to the original payment method used for the purchase.
• Shopify Payments refunds typically appear within 10 working days.
• PayPal refunds may take up to 30 days.
• Processing times may vary depending on your bank or payment provider.

Where permitted by law, we reserve the right to make deductions from any refund to reflect any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics, and function.

If only part of an order is returned, original shipping charges will not be refunded. Where a full order is cancelled under applicable consumer legislation, any standard delivery charge paid at checkout will be refunded. Premium, express, or upgraded delivery charges are non-refundable.

10. Shipping Policy

Delivery Area

We currently ship within the United Kingdom only.

Delivery Charges

• Orders under £75.00: £4.95 delivery charge.
• Orders of £75.00 or more: Free standard delivery.

Delivery Times

• Orders are typically dispatched and delivered within 1–3 working days. In accordance with consumer regulations, all goods will be delivered within a maximum backstop of 30 days from the date of your order unless otherwise explicitly agreed.
• Delivery times are estimates and are not guaranteed.
• We are not responsible for delays caused by courier service disruptions, severe weather conditions, public holidays, industrial action, high-volume periods, or circumstances outside our reasonable control.

11. Incorrect Delivery Information & Safe Place Instructions

• Customers are solely responsible for ensuring that all delivery information provided at checkout is accurate, complete, and up to date.
• La Fragancia shall not be liable for orders delayed, lost, misdelivered, returned, or otherwise affected as a result of incorrect, incomplete, inaccurate, or outdated delivery information supplied by the customer.
• Where an order is returned to us due to an incorrect address, failed delivery attempts, refusal of delivery, or failure to collect the parcel, any additional shipping costs incurred for redelivery shall be the responsibility of the customer. Original delivery charges are non-refundable in these circumstances.
• Safe Place and Doorbell Instructions: If a customer instructs a delivery driver—via a Ring doorbell, video intercom, courier app, or direct communication—to leave an order in a designated safe place, porch, or with a neighbour, the customer accepts full responsibility for the parcel once left. La Fragancia will not be held liable, and refunds or replacements will not be issued, for any parcels that are subsequently lost, stolen, or damaged after being left in accordance with the customer's direct instructions.

12. Contact Us

For all refund, return, and delivery enquiries, please contact:

• Email: orders@lafragancia.co.uk

We aim to respond to all enquiries as quickly as possible during normal business hours.