Refund policy
Need to Cancel or Change Your Order?
We get it—sometimes plans change! If you need to cancel or modify your order, just send us an email at support@fragranzy.com as soon as possible. We're happy to help, but timing is everything!
Orders can only be canceled or changed before they’ve been shipped. Once a tracking number has been generated, the order is considered shipped, and any changes will need to go through our return process.
While we’ll always do our best to accommodate your request, please note that we can’t guarantee cancellations, especially since we work hard to ship orders quickly. To increase the chance of success, we recommend contacting us within a few hours of placing your order.
Need to Update Your Shipping Address?
We understand that mistakes happen—but at this time, we’re unable to make changes to the shipping address after an order has been placed. If you need to correct your address, please email us right away at support@fragranzy.com to request a cancellation so you can place a new order with the correct details.
Please note: All address change requests are treated as order cancellations and handled according to our cancellation policy. While we’ll do our best to help, we can’t guarantee a cancellation once your order has entered the shipping process—our team works quickly to get your fragrance to you fast!
Unfortunately, if an incorrect address is provided, we’re unable to reroute, retrieve, or modify the shipment once it’s been processed. To ensure a smooth delivery experience, we strongly recommend double-checking your shipping details before completing your order.
Fragranzy is not responsible for lost packages or delivery delays resulting from incorrect shipping information.
Return Policy
At Fragranzy, we want you to love every fragrance you receive. If you're not fully satisfied with your full-size bottle purchase, you can return it within 30 days from the delivery date.
Here’s what to expect with our return process:
Eligible Items:
Returns are accepted for full-size fragrance bottles only. We do not accept returns on samples, body wash, lotion, or candles. All sales on these items are final.
Condition of Return:
If your bottle is unopened and in its original packaging, you’re eligible for a full refund, minus return shipping costs. If the bottle has been opened or lightly used, a minimum 10% restocking fee will apply. Heavily used items may be subject to a higher fee.
Return Shipping:
Customers are responsible for return shipping. We recommend using a trackable service to avoid any issues. Fragranzy is not liable for lost, stolen, or damaged return packages.
Incorrect Returns:
Returns may be rejected if the item received is not the same as the one originally shipped.
If you’d like to initiate a return, just email us at support@fragranzy.com. We’ll guide you through the process and do our best to ensure everything goes smoothly.
Refund Policy
At Fragranzy, we aim to make every shopping experience smooth and worry-free. If you need a refund, here’s what you should know:
Refund Method
All approved refunds are issued back to your original form of payment. Once processed, it usually takes 2–5 business days for the funds to appear in your account, depending on your bank or card provider.
Shipping & Protection Fees
Please note that shipping charges and shipping protection fees are non-refundable.
Shipping Delays
While occasional delays may occur due to carrier or weather issues, these do not qualify for a refund. However, if your order is delayed more than 7 business days past the estimated delivery date, feel free to contact us at support@fragranzy.com. We’ll be happy to look into it and assist you further.
Damaged Items
We’re sorry to hear your item arrived damaged — we’re here to help make things right.
If your order was damaged during transit, please email us at support@fragranzy.com as soon as possible.
What We’ll Need from You:
- Clear photos of the outer shipping box, the damaged product box, and the damaged item itself
- A short description of the damage or issue you experienced
These images are required so we can file a successful shipping insurance claim on your behalf.
Unfortunately, we’re unable to process damage claims without the necessary visual proof. Once we receive everything, we’ll guide you through the next steps and work quickly to resolve the issue.
Delivery Issues & Returns
We understand delivery issues can be frustrating, and we’re here to help clarify what happens if a package can't be delivered.
A failed delivery occurs when a package is returned to us because the shipping address was incorrect or the carrier was unable to complete the delivery. In these cases, the order will be handled according to our return policy.
Please keep in mind:
- Fragranzy cannot be held responsible for packages that are lost while being returned to us after a failed delivery attempt.
- Shipping insurance does not apply if the original shipping address provided was incorrect.
To help avoid delivery issues, we recommend double-checking your shipping details before placing your order. If an update is needed, please reach out to us as soon as possible — we’ll do our best to assist before your order is processed.
Returned Products
After we receive your returned package, our team will carefully inspect the shipment. Once everything is confirmed, we’ll process your refund back to your original payment method. Please allow up to 2 business days for the refund to be completed after we receive your return.
Keep in mind, refunds can only be issued once the returned item is received and inspected.
Shipping Insurance
If your order qualifies for shipping protection, we’ll file an insurance claim on your behalf. Once the claim is approved—which usually takes up to 7 business days—we’ll promptly process your refund. Please note that refunds can only be issued after the insurance claim is approved. If the claim is not approved, unfortunately, we won’t be able to provide a refund.