Orders and cancellations
We process orders quickly during business hours. If you need to cancel your order, contact us immediately at [email protected]. We cannot guarantee we will be able to action a cancellation request before your order is dispatched, including requests made outside of business hours. Our business hours are Monday to Friday, 9am to 5pm, excluding public holidays.
If your order has already been dispatched, please refer to our returns policy below.
Returns
We accept returns within 14 days of delivery. To initiate a return, email [email protected] with your order number, name, and reason for return (optional, and used for feedback purposes only).
Returned items must be unused and in their original condition. Any promotional gifts received with your purchase must also be returned. 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 email that a reduced refund amount will be available, or you can choose to arrange for the goods to be returned to you within 28 days of our notification.
Return shipping costs are at your expense. We recommend using a tracked service, as we cannot accept liability for parcels lost in transit.
If your return is accepted, we will issue a refund to your original payment method within 14 days of receiving the item. Original shipping costs are not included in the refund.
For EU and UK customers: your right of return covers all product sizes. If a product has been used beyond what is reasonably necessary to assess it, we reserve the right to deduct for diminished value in accordance with applicable consumer law.
Faulty or incorrect orders
If you believe there has been an error with your order, for example an incorrect item was shipped or your product arrived damaged, contact us at [email protected] within 14 days of receiving your order. Include your order number, a description of the issue, and a clear photo where applicable.
Our team will review your case and, if valid, arrange an appropriate resolution. Return shipping costs for faulty or incorrectly supplied goods are covered by us.
Exchanges and special circumstances
We do not offer direct exchanges. If you wish to discuss a special circumstance, please contact us at [email protected] before sending anything back. We will review each case individually.
Where to direct your query
Order support applies only to purchases made directly through abelfragrance.com or us.abelfragrance.com. Products purchased through department stores, specialty retailers, or other online outlets must be handled through their original point of purchase.