Refund 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.
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.
To be eligible for a return, 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 unless they are 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 affects your statutory rights in relation to faulty 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, 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:
● 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 delivered within 1–3 working days from dispatch.
Delivery times are estimates only 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.
● Circumstances outside our reasonable control.
11. Incorrect Delivery Information
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.
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.