Return and Refund Policy

Last updated: August 2026

We want you to be happy with what you buy from us. This policy explains how returns, refunds, exchanges and cancellations work, and which items cannot be returned. By placing an order you agree to the terms below.

Cancelling an order

You can cancel an order in full or in part at any time before it ships, at no charge. Email us or call us with your order number as soon as possible, since we cannot cancel once a parcel has left us. If your order has already shipped, wait for it to arrive and then follow the return process below.

Once a cancellation is confirmed we refund your original payment method right away. Funds usually appear within three to five business days, depending on your bank or card issuer.

Return window

All returns must be reported to us within seven days of delivery. Contact us first so we can start the process. Requests made after seven days cannot be accepted.

Unopened returns

We accept returns of unopened items, provided you contact us within the seven day window and the item meets these conditions:

• The item is unopened, with the factory seal or cellophane fully intact
• The item is in the same condition as when we sent it
• All original packaging is included, along with the box, any sleeve, and any accessories or free items

Once a bottle has been opened it is final sale. Fragrance is a personal product and we cannot resell a bottle that has been unsealed, so an opened item cannot be returned for any reason. If you are not certain about a fragrance, visit one of our stores and try it before you buy, or contact us and we will help you choose.

What is deducted. Where a return is not the result of an error on our part, the original shipping charge is not refunded. This applies to every return, whether you send it back or bring it into a store. Mailed returns are also subject to a 10 percent restocking fee and the cost of the prepaid return label, both deducted from your refund. Bringing the item into one of our stores avoids the restocking fee and the return label cost.

Damaged or faulty items

If your order arrives damaged or faulty, contact us within seven days of delivery and include the following so we can resolve it quickly:

• Your order number
• A clear photo of the item
• A clear photo of the item packaging
• A clear photo of the shipping box and the shipping label

Once verified, you can choose a replacement, subject to availability, or a full refund. This is the one situation where you pay nothing at all. There is no restocking fee, we cover the prepaid label, and your original shipping charge is refunded in full. Whether we need the item sent back is decided case by case, and in most situations we will not ask you to return it.

Exchanges

We are happy to exchange an item for a different size or a different fragrance, provided the original item is unopened with the seal intact, in the same condition as when we sent it, complete with all its packaging, and the request is made within the seven day window.

Exchanges handled in store are the simplest option and avoid any additional shipping cost. For exchanges by mail, the cost of the return label and the cost of sending the replacement out are both deducted from the value of the exchange. Contact us before sending anything so we can confirm the replacement is in stock.

Items that cannot be returned

The following are final sale and cannot be returned, refunded or exchanged:

• Testers
• Perfume oils, including dab on and roll on
• Items sold with damaged packaging
• Any item that has been opened
• Miniatures and sample sizes
• Bath and body products, unless stated otherwise on the product page
• Gift sets, unless stated otherwise on the product page
• Clearance and sale items
• Any item marked as final sale on its product page

Items marked final sale cannot be returned regardless of condition. Where an item is final sale, this is stated clearly on the product page before you buy.

How to return an item

In store, which we recommend

Bring the item to any of our four Alberta locations. There is no restocking fee, no return label to pay for, and we can process it while you wait. Your original shipping charge is still not refunded. Because we need to match the item to an online order, please bring both of the following:

• Your order receipt, either the emailed confirmation on your phone or the paper invoice included with your parcel
• A driver's licence or another form of government issued photo identification

Addresses and phone numbers for every location are on our Store Locations page.

By mail

You never need to arrange shipping yourself. We provide a prepaid return label for every approved return.

1. Contact us with your order number and the reason for the return. Please do not send anything back before speaking to us.
2. Once approved, we will email you a prepaid return label.
3. Pack the unopened item securely with all of its original packaging and attach the label.
4. Drop the parcel off with the carrier shown on the label.
5. When we receive the item and confirm its condition, we process your refund, less the deductions set out above.

Shipping costs

Shipping charges paid at checkout are not refundable. This applies to every return other than a verified damaged or faulty item, and it applies whether you return by mail or in store. Where an order originally qualified for free shipping, the shipping we paid on your behalf is deducted from the refund instead.

On mailed returns the cost of the prepaid return label is also deducted, so the shipping cost in both directions comes out of your refund. For verified damaged or faulty items we cover shipping in both directions and refund your original shipping charge in full.

Items that go out of stock

Because our website and our store shelves are not connected in real time, an item can occasionally sell out after an order is placed. If that happens we will contact you and refund that item in full. Anything else in your order ships as normal.

Refunds

Approved refunds go back to the original payment method used at the time of purchase. Refunds on mailed returns are processed once we have received and inspected the item. Funds usually appear within three to five business days, depending on your bank or card issuer.

Packaging and formula changes

Manufacturers redesign packaging and reformulate fragrances from time to time, and we have no control over when they do. Everything we sell is genuine, and a change in bottle design or scent profile made by the fragrance house does not qualify for a return.

Payment disputes

Please contact us so we can put things right before opening a dispute with your bank or card issuer. We are almost always able to resolve matters directly, and we will dispute unauthorised chargebacks.

Changes to this policy

We may update this policy from time to time. The version published on our website at the time of your purchase is the one that applies to your order, unless the law requires otherwise.