Return & Refund

Key Information

• 30 Day Return Policy
• Processed Within 3 Business Days 
• No Restocking Fee
• For Return Address check Contact us page

Cancellation and Refunds

At Fragromance, we take pride in offering industry-leading return policies. You can cancel your order free of charge before it ships, with exceptions noted below.

Should you need to cancel your order, kindly get in touch with us at your earliest convenience. We will process a full refund before your order departs the warehouse. 

If you have any questions, please don't hesitate to contact us via email at support@fragromance.co.uk or by phone at 020 8058 4757.

Refunds and Returns

We offer a 30-day return policy.

If you wish to exchange your product, you are responsible for covering the associated shipping costs for both returns and exchanges.

Please note that not all orders are eligible for return once they have shipped. This is often determined on a case-by-case basis. For specific information about your brand or product, kindly reach out to us.

If you are replacing the product with another item, we may assist in covering some of the costs, depending on the product.

Return Process

To initiate a return, contact us at support@fragromance.co.uk within 30 days of your purchase, and we will respond within 24 hours. We will then provide instructions on how and where to send your package within three working days.

Once the returned item is received and inspected by our warehouse team, we will process your refund or exchange within 3 business days.

Refunds will be issued to the original payment method used for the purchase.

Exchanges will be processed based on product availability. If the requested exchange item is not available, we will offer you a refund or an alternative option.

Return Shipping Costs

Unless the return is due to an error on our part, you will be responsible for covering the return shipping costs.

Exchange Agreement

Please Read the Following: When making a purchase from Fragromance, you are acknowledging the following in the Exchange Agreement:

• You agree to inspect the package upon delivery, notate any damage, and provide pictures within 24 hours of the product's arrival.
• You accept responsibility for return shipping costs and the cost of shipping a new product in the case of a refund or exchange.
• Products need to be returned unopened and unused, no additional restocking fee apply.
• Once your order has left the warehouse, a full refund is not always possible.
• If you return your order after it has shipped, you will be responsible for return shipping fees.
• Shipping date estimates on product pages are subject to change due to factors beyond our control.
• You agree not to cancel your order or file a chargeback due to order delays or discrepancies in the estimated delivery time.

Damages

Inspect the packaging of your items upon delivery, and if you notice any damage, make a note of it when signing for delivery. If your items arrive damaged, please send photos of the damage, box, and SKU, along with a brief description of the damage to support@fragromance.co.uk.

Freight damage claims must be reported with photos and videos within 24 hours of delivery, or they will not be valid. Report any punctures or visible signs of exterior damage within 24 hours.

 

Returns

By default, customers are responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page. Refer to individual product pages for details.

Chargebacks

Our team of agents is dedicated to assisting you and resolving any issues. We have designed our policies to be as fair as possible, and we believe they are among the best in the industry. We are here to support you and provide the best resolution.

Therefore, any customer filing a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a received product, please contact us, and we will work with you to find a resolution. Avoid filing chargebacks for issues that we can resolve together. Thank you for choosing to shop with us!

Contact

If you have questions or concerns about this Policy, please reach out to us through our Contact us page or at any of the contact methods below.

Email: support@fragromance.co.uk

Phone: 020 8058 4757

Business Hours: Mon-Sat  9am - 5pm GMT

Business Address:

Bur Dubai

Al Fahedy

Dubai

127450

United Arab Emirates

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.