Refund policy

Merchandise may only be returned with the prior authorization of the elemensefragrance.com customer service department. The purchaser is responsible for shipping expenses and risk, i.e. proper repackaging of merchandise. Returns must be reported to the customer service department within a week of receipt of merchandise. Furthermore, the purchaser will be subject to a 20% restocking fee if merchandise is not returned in the original condition. All damages, defects, or non-compliance of good must be reported within 3 business day of receipt of merchandise. If you received a defective or damaged item, please let us know immediately by filling out this form. 

To start a return, you can contact us at support@elemensefragrance.com. If your return is accepted, we’ll send you a return shipping label and Return Authorization Number, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@elemensefragrance.com.

Damages and issues If you received a defective or damaged item, please let us know immediately by filling out this Shipping Damage Form.

As soon as we receive your request, we will start working on resolving your issue. We will contact you if we need additional information about your order. 

Returns and credits may take longer due to researching the best resolution for your order. Be assured, we will be in touch as soon as we finish our investigation. Replacements are normally sent asap and credits may take until we receive your order and inspect for damages. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Contact
Email: support@elemensefragrance.com

Phone:
+1 (310) 320-8881
Monday – Friday: 9am – 5pm (PCT)

Address:
elemense fragrance
2771 Plaza Del Amo, Ste. 805
Torrance, CA 90503