Returns & Refunds Policy

Last Updated: August 11, 2026

At FRAGGA D’ORIENT, we want every shopping experience to reflect the quality, care, and attention represented by our maison.

If for any reason you are not satisfied with your purchase, you may request a return, exchange, or refund provided that the conditions established in this Returns & Refunds Policy are met.

This policy applies to purchases made directly through FRAGGA D’ORIENT’s official online sales channels.

Nothing in this policy is intended to limit any mandatory consumer rights that may apply under the laws of the customer’s country or territory.

1. RETURN REQUEST PERIOD

Requests for returns or exchanges must be submitted within 14 calendar days from the date the order is delivered.

Once a return request has been approved, the customer must send the product back in accordance with the instructions provided by our Customer Care team.

Requests submitted after this period may not be accepted, unless applicable law provides otherwise or the request concerns a defective, damaged, or incorrect product.

2. RETURN ELIGIBILITY

For a product to be eligible for return or exchange, it must, unless applicable law provides otherwise, be in the same condition in which it was received.

This means that the product must:

  • Be unused.

  • Not have been altered or tampered with.

  • Remain in its original presentation.

  • Include its original box, wrapping, protective materials, and accessories.

  • Have all security or protective seals intact, where applicable.

  • Include all components originally supplied with the product.

  • Include sufficient information to identify the original purchase.

Fragrances that have been used, altered, or substantially consumed will not be eligible for return due to a change of mind, except where the product is defective, damaged, incorrect, or where applicable law requires otherwise.

FRAGGA D’ORIENT reserves the right to inspect any returned product before approving a return, exchange, or refund.

3. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

All orders are prepared with the intention of maintaining our standards of presentation and quality.

However, if you receive a product that is:

  • Damaged.

  • Broken.

  • Leaking.

  • Defective.

  • Different from the product ordered.

  • Affected by an issue attributable to preparation or transportation.

You should contact our Customer Care team as soon as reasonably possible after receiving the order.

To assess your request, we may ask for:

  • Order number.

  • Customer name.

  • Photographs of the product.

  • Photographs of the product box and outer packaging.

  • Photographs of the shipping label.

  • A video of the product or packaging when necessary.

  • A description of the issue.

Please do not dispose of the product, its box, or shipping packaging until our team has reviewed the claim.

Once the case has been assessed, FRAGGA D’ORIENT may, where appropriate and in accordance with applicable law:

  • Replace the product.

  • Send the correct product.

  • Offer an exchange.

  • Issue a partial or full refund.

  • Provide another appropriate resolution.

Where it is confirmed that the product arrived defective, damaged, or incorrect due to a cause attributable to FRAGGA D’ORIENT or the transportation process, reasonable return shipping costs will be covered by FRAGGA D’ORIENT where applicable.

4. NON-RETURNABLE PRODUCTS

Unless applicable law provides otherwise, certain products may be excluded from returns due to a change of mind, including:

  • Used or substantially tested products.

  • Altered or tampered products.

  • Products that no longer retain their original presentation.

  • Personalized products.

  • Engraved products.

  • Products made to order or manufactured according to individual specifications.

  • Products whose security seal has been removed where, due to the nature of the product and under applicable law, opening the product affects return eligibility.

  • Gift cards or equivalent products, where permitted by law.

  • Products expressly identified as final sale where such a condition is legally valid in the customer’s country.

Purchasing an item during a sale or promotional period does not, by itself, remove any mandatory consumer rights that may apply under applicable law.

5. GIFTS, SAMPLES, AND PROMOTIONAL ITEMS

Where an order includes samples, gifts, or other promotional items that were conditional upon the purchase, FRAGGA D’ORIENT may require those items to be returned together with the order when a full return is requested.

Where legally permitted and the customer does not return a promotional item that was conditional upon the purchase, its stated value may be deducted from the refund, provided that this condition was communicated to the customer.

Complimentary samples with no declared commercial value may be excluded from returns.

6. HOW TO REQUEST A RETURN

Before sending any product back, the customer must contact FRAGGA D’ORIENT Customer Care.

The request should include:

  • Full name.

  • Order number.

  • Product to be returned.

  • Reason for the return.

  • Photographs when requested.

  • Any additional information required to assess the case.

Once the request has been reviewed, our team will provide the appropriate instructions.

We strongly recommend that no product be returned without prior authorization, as fragrances may be subject to specific transportation regulations due to their composition.

Products sent without following the provided instructions may experience delays in receipt or processing.

7. PREPARING YOUR RETURN

Once a return has been authorized, the product must be carefully packaged to prevent damage during transportation.

Whenever possible, customers should use:

  • The original product box.

  • Original protective materials.

  • Suitable outer packaging.

  • Sufficient protective material to prevent movement or impact during transit.

The customer must follow any specific instructions provided by FRAGGA D’ORIENT regarding the carrier, return label, and appropriate logistics center.

Because we operate internationally, the return address may vary depending on the country from which the return is being made.

For this reason, returns should not be sent directly to any corporate or logistics address without first receiving instructions from FRAGGA D’ORIENT.

8. RETURN SHIPPING COSTS

Where a return is made solely because the customer has changed their mind, return shipping costs may be the responsibility of the customer where permitted by applicable law.

FRAGGA D’ORIENT will cover return shipping costs where it is confirmed that:

  • An incorrect product was shipped.

  • The product arrived damaged.

  • The product has a defect attributable to FRAGGA D’ORIENT.

  • Applicable law requires FRAGGA D’ORIENT to do so.

Original shipping charges may be non-refundable except where the product arrived defective or incorrect, FRAGGA D’ORIENT is responsible for the issue, or applicable law requires such shipping charges to be refunded.

9. INTERNATIONAL RETURNS

International returns must be handled exclusively in accordance with the instructions provided by FRAGGA D’ORIENT.

Because fragrances may contain alcohol and may be subject to specific transportation regulations, certain logistics providers, shipping methods, or international routes may not accept these types of products.

FRAGGA D’ORIENT will provide the appropriate procedure for the relevant country or region where applicable.

Customers must not incorrectly declare the contents of a returned package or use shipping methods that violate applicable laws or carrier regulations.

10. CUSTOMS FOR INTERNATIONAL RETURNS

Where an international return requires customs documentation, the customer must follow the instructions provided by FRAGGA D’ORIENT.

FRAGGA D’ORIENT will not be responsible for charges, delays, or customs issues caused by incorrect documentation provided by the sender or failure to follow the instructions supplied.

Where the return is the result of an error attributable to FRAGGA D’ORIENT, our team will provide the appropriate procedure.

11. INSPECTION OF RETURNED PRODUCTS

All returned products are subject to inspection and quality control.

During this review, we may verify:

  • Product condition.

  • Product quantity or fill level.

  • Original packaging.

  • Security seals.

  • Accessories.

  • Evidence of use or tampering.

  • Damage occurring during return transportation.

FRAGGA D’ORIENT reserves the right, to the extent permitted by applicable law, to reduce or refuse a refund where the product has suffered deterioration caused by handling beyond what is reasonably necessary to inspect the product.

12. REFUNDS

Once the returned product has been received, inspected, and approved, FRAGGA D’ORIENT will process the applicable refund.

Whenever possible, the refund will be issued using the same payment method used for the original purchase.

The amount refunded will correspond to the amount actually paid by the customer after any discounts, promotions, or promotional codes applied to the purchase.

Once the refund has been processed by FRAGGA D’ORIENT, the time required for the funds to appear in the customer’s account will depend on the bank, financial institution, or payment provider.

FRAGGA D’ORIENT does not control the internal processing times established by financial institutions.

13. PROMOTIONAL CODES AND COUPONS

Where a purchase made using a promotional code is returned, the refund amount will correspond to the amount actually paid by the customer.

Promotional codes used in a purchase will not necessarily be reactivated after a return.

Any reactivation, replacement, or issuance of a new promotional code will be subject to the specific terms and conditions of the relevant promotion.

14. EXCHANGES

Where a product exchange is requested and approved, it will be subject to inventory availability and the logistical options available in the relevant country.

If the requested replacement product is unavailable, we may offer:

  • Another available product.

  • Store credit, where applicable.

  • The applicable refund.

  • The option to place a new order.

In certain countries, due to logistical or regulatory limitations, FRAGGA D’ORIENT may process a return and refund instead of completing a direct exchange.

15. RETURNS LOST IN TRANSIT

Where the customer is responsible for arranging the return shipment, we recommend using a trackable shipping service and retaining proof of shipment until the return has been fully processed.

FRAGGA D’ORIENT cannot assume responsibility for packages sent through a carrier independently selected by the customer that are lost, stolen, damaged, or delivered to an incorrect address before being received by our returns center, except where applicable law provides otherwise.

16. REFUSED OR UNCLAIMED ORDERS

Orders refused by the recipient, left unclaimed, returned because of an incorrect address, or sent back due to failure to comply with customs obligations will be reviewed individually.

Where the return is not attributable to FRAGGA D’ORIENT, transportation, return shipping, storage, customs, or other reasonable costs may be deducted from the refund where legally permitted.

17. PURCHASES MADE THROUGH THIRD PARTIES

This Returns & Refunds Policy applies exclusively to products purchased directly through the official online sales channels of FRAGGA D’ORIENT.

Products purchased through:

  • Distributors.

  • Retailers.

  • Department stores.

  • Marketplaces.

  • Independent boutiques.

  • Other authorized sellers or third parties.

Must be returned directly to the retailer, platform, or establishment where the purchase was made and will be subject to their respective return policies.

18. CONSUMER LEGAL RIGHTS

This commercial policy is not intended to replace, exclude, or limit any mandatory consumer rights provided under applicable consumer protection laws.

Where the laws of the customer’s country or territory provide broader rights than those stated in this policy, those rights will apply to the extent that they are legally mandatory.

19. FRAUD PREVENTION AND MISUSE

FRAGGA D’ORIENT reserves the right to review return requests where there are reasonable indications of fraud, tampering, repeated abuse of the returns process, or discrepancies relating to the order.

This provision does not affect any mandatory legal rights available to consumers.

20. CHANGES TO THIS POLICY

FRAGGA D’ORIENT may update this Returns & Refunds Policy when necessary to reflect changes in our business practices, international operations, payment methods, logistics processes, or legal requirements.

The current version of this policy will be the version published through our official channels at the relevant time.

21. CONTACT

To request a return, report a defective product, or submit a question regarding a refund, please contact the FRAGGA D’ORIENT Customer Care team through the official communication channels available on our website.

To help us process your request efficiently, we recommend always including your order number and the email address used when placing the order.

FRAGGA D’ORIENT
International Perfumery