Returns & Exchanges

How to start a return or exchange

All returns and exchanges start at our contact page. Select "Returns or exchange" from the dropdown, include your order number, and tell us what's happened. We're a small team and we reply within 1 to 2 working days.

Please do not post anything back to us until we have replied and confirmed your return. We will provide the return address in our reply. Returns sent without confirmation cannot be tracked through our system and may delay or prevent your refund.

We handle everything in writing through the contact form. It keeps a clear record for both of us and means nothing gets missed.

28-day return period

Our products come with a 28-day money back guarantee, starting from the day your order is delivered. During this period you can inspect the items you have paid for and, providing they are unused, unopened and not tampered with, return them for an exchange or refund.

Refunds cover the cost of the products. Original delivery charges are refunded where you cancel your whole order within 14 days of delivery, in line with your statutory rights. Return postage is paid by you, unless the item is faulty or we sent the wrong thing. We cannot process returns after the 28-day period.

If you change your mind before your order has been dispatched, contact us straight away via the contact form (select "Returns or exchange" and include your order number). We dispatch within 1 to 2 working days, so the sooner the better. If your order has not yet left us, we will cancel it and refund you in full.

Opened or used items

We cannot offer a refund or exchange on decants that have been opened, used or tampered with. Fragrance is a hygiene product and once a vial is opened it cannot be restocked.

We will also refuse returns where you have used the product and decided it is not to your liking, or because you perceive it to be different from a version you have tried before. Perfumes can vary in smell, and in the perception of smell, for many reasons. This does not constitute a fault in the product. It is also exactly why we exist: if you have not tried a scent before, start with a 1ml or 2ml and find out before you commit to a bigger size.

Faulty or damaged items

In the unlikely event your order arrives damaged or faulty, contact us within 48 hours of delivery via the contact form. Select "Returns or exchange", include your order number, digital photographs of the damage, and a short statement confirming the item arrived damaged. We use this to file a claim with Royal Mail, and we may provide a replacement or refund as appropriate.

Please inspect your order as soon as it arrives. Damage not reported within 48 hours of delivery will be considered acceptance of the item's condition, and claims made after that point may be rejected. If a return is accepted, the item should be returned with all original packaging and any documents, within 28 days of purchase. You will need to cooperate with us and Royal Mail in any resulting investigation.

Sending a return back to us

Once we have confirmed your return and given you the address:

Use a tracked or Signed For service. We cannot be held responsible for returns that do not reach us. Returned items lost in the post are the responsibility of the sender, so a tracked service means you can claim the value back from Royal Mail if anything goes wrong. Keep your proof of postage and tracking receipt until we have confirmed your refund or exchange.

Pack the items well, ideally in a padded envelope. Royal Mail class perfume as hazardous goods, so tell the post office the package contains fragrance samples in their original packaging. They will apply an ID8000 label so it meets the requirements for posting.

The short version

Contact form, "Returns or exchange" in the dropdown, order number in the message. We will take it from there.

Purchasing from notes. is acceptance of these terms. Nothing in this policy affects your statutory rights.