ALL POLICIES

Shipping & Delivery

Orders generally arrive within 5–8 business days after purchase. This is an estimate and not a guaranteed delivery date. Carrier delays, weather, holidays, order volume, and other circumstances may affect delivery times.

Customers are responsible for monitoring their tracking information. Sayles & Co. Fragrances is not responsible for carrier delays; however, customers may contact us if tracking indicates an ongoing shipping issue.

Addresses, Cancellations & Changes

Customers are responsible for providing a complete and accurate shipping address at checkout. Cancellation, address correction, and eligible order-change requests must be submitted by 11:00 AM ET the day after purchase. Orders placed Saturday or Sunday have until Monday at 11:00 AM ET.

Requests after the applicable cutoff are not guaranteed. Once an order has been processed or transferred to the carrier, we may be unable to make changes.

Shipping Claims

Lost, damaged, delayed, returned-to-sender, or other shipping issues must be reported within 21 calendar days of the shipment date. Claims are reviewed case-by-case using tracking information, carrier records, supporting documentation, and the circumstances of the shipment.

Submission of a claim does not guarantee compensation. If approved, Sayles & Co. Fragrances will determine the appropriate resolution, which may include a replacement, refund, store credit, carrier claim assistance, or another appropriate resolution, where applicable.

Delivered Packages: If tracking shows delivered but the package cannot be located, customers must contact us promptly. Customers should first check the delivery location, household members, neighbors, mailroom, or leasing office when applicable. Claims first reported significantly after confirmed delivery may be denied.

Damaged or Defective Products: Photos or videos clearly showing the reported damage or defect are required to submit a claim. Customers should retain the product, packaging, shipping box, and label until the claim is resolved. Claims submitted without sufficient photo or video evidence will be denied.

Cold Weather: Fragrance oils may temporarily solidify during cold-weather shipping and will return to liquid form at room temperature. Temporary solidification does not qualify as product damage.

Returned-to-Sender: Customers must contact us if tracking indicates a package is being returned. We do not individually monitor shipments or contact customers regarding returned packages. Additional shipping charges may apply to reship orders, particularly when the return resulted from an incorrect or incomplete customer-provided address.

Replacements & Resolutions

Once a customer accepts a replacement for an approved claim, the replacement is the final resolution of the original claim. A refund, store credit, or alternative replacement cannot later be requested for the same issue.

Orders marked as delivered by the carrier but reported as not received are not eligible for a refund. If the claim is approved, Sayles & Co. Fragrances may provide a replacement or partial store credit as the available resolution.

Separate issues involving a replacement shipment will be reviewed independently.

Returns & Refunds

All fragrance sales are final. We do not accept fragrance returns or exchanges or issue refunds for orders fulfilled as placed. Scent preference, dissatisfaction, or other personal reasons do not qualify for a return or refund. Once a fragrance enters a customer's possession, we cannot verify that it has remained unused or untampered with.

Clothing may be exchanged for a different size or color after the original item is returned to the confirmed return address.

Original shipping costs are non-refundable on shipped orders unless otherwise required by law.

Subscribe & Save

Subscription orders process automatically according to the selected schedule and are final once processed and shipped. Customers may manage their subscription independently or request cancellation by email. Email requests must include a previous order number or the full name and shipping address associated with the subscription.

Customers are responsible for cancelling or requesting cancellation before the next scheduled order processes. Cancelling a subscription does not cancel or refund an order already processed or shipped.

Customer Support

Monday–Friday: 9:30 AM–5:30 PM ET (Eastern Time)

Customer service is available by email and text only. Messages received outside business hours will be addressed the next business day.

All requests remain subject to the applicable deadlines stated above.