Where we stand
Fragrance is personal and hygiene-sensitive, and every Project Found decant is filled by hand. For that reason we can only accept returns on decants that are unused and unopened.
You have [X] days from the day your order arrives to request a return.
What we can accept
- Unopened decants in their original packaging with the seal intact.
- Anything that arrived damaged or faulty.
- Anything that is not what you ordered.
What we cannot accept
- Decants that have been opened, sprayed or used. This is a hygiene rule, not a preference.
- Requests made more than [X] days after delivery.
- Items marked as final sale.
If something arrives wrong or damaged
Get in touch within [X] days of delivery with your order number and a photo. We will replace it or refund it in full and cover the return postage. You will not be out of pocket for our mistake.
How to start a return
Contact us with your order number and the reason for the return. Please wait to hear back from us before sending anything, so we can give you the correct return address.
Return postage
Unless the item was damaged, faulty or incorrect, return postage is [PAID BY THE CUSTOMER / PAID BY US].
Refunds
Once your return reaches us and has been checked, we will refund your original payment method within [X] business days. How quickly it appears then depends on your bank or card provider. Original shipping charges are [REFUNDABLE / NON-REFUNDABLE].
Exchanges
The quickest way to swap a fragrance is to return the unopened decant for a refund and place a new order for the one you want.
Cancelling an order
If your order has not been dispatched yet, contact us as soon as you can and we will try to cancel it before it goes out.
Questions
Contact us through the contact page.