Unopened products purchased from Olfactory NYC are eligible for a full refund/exchange if returned within 30 days of receipt. All returns will be credited to the original form of payment. We provide free pre-paid shipping labels for all returns requested. The time it takes for the refund to appear in your account may vary depending on your bank and credit card provider.
Unused (or very lightly used) Custom fragrances are eligible for a partial refund (excluding a $17 disposal fee and shipping) since we cannot resell your personal scent! We want to make sure you love your custom scent and so if you are not satisfied with your custom scent (within 30 days) we permit one exchange of a custom product, so you can try again
All other custom products including body products and home diffusers are not eligible for refund or exchange
We reserve the right to handle returns on a case-by-case basis, and will do our best to ensure our customers are satisfied. If an item is deemed unfit for return, we reserve the right to withhold a refund. If your item is damaged upon receipt, just send us a picture of the issue and we will send you a full or part replacement as needed.
Explorer boxes are eligible for a full refund according to terms above. Tinkerer boxes are not eligible for returns or exchange. These are put together by our perfumers and once they have been sprayed once we cannot restock them
Appointment deposits are not refundable within 24 hours of your visit under any circumstances
For all product returns, we will send you a prepaid shipping label to send it back to us. Please note, if you are unable or unwilling to send the product back the product will not be eligible for any refund or exchange.
If you wish to initiate a return, please email firstname.lastname@example.org with your order number and the items you wish to return.