Refund policy

Refund & Shipping Policy

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

1. Return Eligibility

We have a 14-day return policy, meaning you have 14 days from the date you receive your order to request a return.

To be eligible for a return:

  • The item must be in the same condition you received it.

  • It must be unopened, unused, with tags intact, and in its original manufacturer’s packaging.

  • You must provide a receipt or proof of purchase.

Change of Mind Returns:

  • We accept change-of-mind returns only if the product is unopened and unused.

  • The customer is responsible for all return postage costs for non-faulty items.

2. Non-Returnable Items

  • Sample Sets are non-refundable unless faulty or damaged.

  • Sale items are non-returnable unless faulty or damaged.

3. Faulty, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, please contact us within 14 days of receiving it at orders@lafragancia.co.uk with:

  • Your order number.

  • Clear photographic evidence of the issue.

  • Confirmation that you have kept the original packaging.

Important: Do not throw away any faulty or damaged items, as doing so may affect your eligibility for a refund or replacement.

4. Refused Delivery Policy

If you refuse delivery without prior agreement with La Fragancia:

  • Postage costs for sending the order will not be refunded.

  • If the item is returned to us in saleable condition, you will be refunded for the product cost only.

  • Any return shipping fees charged to La Fragancia due to refused delivery may be deducted from your refund.

5. Shipping Policy

We currently deliver within the United Kingdom only.

Delivery Rates:

  • Orders below £40.00: Flat rate of £3.95.

  • Orders £40.00 and above: Free delivery.

Delivery Times:

  • Orders typically arrive within 2–4 working days from dispatch (excluding weekends and public holidays).

  • We are not responsible for delays caused by couriers, customs, or other factors outside our control.

  • Customers are responsible for providing accurate delivery details.

6. Refund Process

Once we have received and inspected your return, we will notify you whether your refund is approved.
If approved:

  • Refunds will be issued to your original payment method.

  • Shopify Payments customers: Refunds typically appear within 10 working days.

  • PayPal customers: Refunds may take up to 30 days.

Processing times may vary depending on your bank or payment provider.