My package arrived damaged or is missing items
We're sorry your order didn't arrive in perfect condition. We'll make it right with a free replacement or refund - just contact us within 48 hours of delivery.
What to Do Immediately
Within 48 hours of delivery:
Take photos of the damage
- The outer packaging - The damaged product(s) - Any leakage or broken seals - The shipping label
Keep all packaging - Don't throw anything away yet
Email us at [email protected] with:
- Your order number - Photos of the damage - Description of what's wrong
Types of Issues We Cover
Damaged Products
Broken or cracked vials
Leaking atomizers
Crushed packaging
Damaged spray mechanisms
Missing Items
Fewer items than ordered
Wrong fragrances sent
Missing atomizer case (for first subscription orders)
Quality Issues
Empty or nearly empty vials
Sprayer not working
Seal already broken upon arrival
What Happens Next
We'll review your case within 24 hours
We'll offer a solution:
- Free replacement shipped to you, OR - Full refund for affected items
Our Promise: You won't pay for products that arrive damaged. We cover the cost of any replacement shipping.
Do I Need to Return Damaged Items?
In most cases, no. For damaged or defective products:
We'll send a replacement without requiring a return
You can dispose of the damaged item safely
This speeds up getting your replacement to you
For larger issues, we may provide a prepaid return label.
Timeframe Is Important
You must report damage within 48 hours of delivery. This allows us to:
File a claim with the carrier if needed
Ensure the issue is documented properly
Process your replacement quickly
If you report after 48 hours, we may still help, but it becomes harder to verify shipping damage.
What If My Order Is Completely Wrong?
If you received someone else's order or completely wrong products:
Don't open the products if possible
Email us immediately with photos
We'll arrange to send your correct order
We may provide a return label for the wrong items
Preventing Future Issues
Check your address is correct before ordering
Be available for delivery or provide a safe place
Inspect packages promptly upon arrival
Save packaging until you've verified contents
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Still Need Help?
For damaged orders, email [email protected] with your order number and photos. We prioritize these cases and typically respond within 2-4 hours during business hours.