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As you are a consumer you may cancel your order within 30 days from delivery and obtain a refund. Note that it is not possible to return items purchased online to any of our stores. If you made your purchase through a partnered retail location, such as department store, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.
We hope that you are happy with your order, but if for some reason you are not, below are the steps to return a product.
In order to return your online order to us, please print and complete our Returns Note which can be found here. Please enclose the note with your parcel and return.
Note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned.
Your right to return goods does not apply to goods made to your specification, or which have been clearly personalised, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel). Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
Package your return item in secure packaging or in a well-padded envelope or box to prevent damage in transit. Please ensure you receive proof of postage or delivery. We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded. Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by the Royal Mail service or any other courier that is used.
All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you via telephone or e-mail that a reduced refund amount or no refund will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Once we have processed your returns, our customer service will contact you by telephone or e-mail. Your payment for the goods (excluding any additional cost of any premium delivery option that was chosen) will be refunded by MOH as soon as possible by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 14 working days of delivery to you or you notifying us of cancellation).
Refunds will only be made against the original credit/debit card used.
For any further questions or requests concerning your order and its returns, please contact our customer care team in the Contact Us section.
