Stores cannot process returns/refunds regardless of where the product was purchased.     

For all product returns, we can send you a prepaid shipping label to send it back to us. Should you wish to leave your product in one of our stores, please feel free to do so, but know that your return/refund will be processed by our fulfillment center at a late time. If deemed unreturnable, you will be responsible for retrieving your product at the location you left it. 

If you wish to initiate a return, whether purchased  in store or online, please email with your order number and the items you wish to return.

Please note, if you are unable or unwilling to send the product back you  will not be eligible for any refund or exchange.


Unopened core products purchased from Olfactory NYC are eligible for a full refund/exchange (like item for like item) 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; this cost will be deducted from the final credit. 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 $17.50 disposal fee and shipping costs if applicable) since we cannot resell your personal scent! We want to make sure you love your custom scent therefore if you are not satisfied with your custom scent (within 30 days) we permit one exchange (like time for like item) of a custom fragrance, so you can try again. 

All other custom products including body products, home diffusers and bulk orders are final sale and 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  we cannot restock them.


Appointment deposits are not refundable or reschedulable within 24 hours of your visit under any circumstances. To cancel or reschedule your appointment please cancel via the link in your appointment confirmation notifications or with an email to We cannot cancel over the phone or in person.