Refund policy

Returns & Refunds

We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return. 

UK customers also have statutory rights to cancel eligible online orders within 14 days of receiving them. Our 30 day returns policy gives you additional time to request a return and does not affect your statutory rights.

To start a return, please contact us at enquiries@lucrefragrance.com. Items sent back to us without first requesting a return may not be accepted.

For returns made under our extended 30-day return policy, products should be unused, in their original condition and returned with their original packaging and proof of purchase. This does not affect your statutory consumer rights.

Return instructions will be provided once your return request has been accepted. As fragrance products contain alcohol, please ensure that the delivery service you use permits the transportation of perfume.

 

Damages & Issues

Please inspect your order upon arrival and contact us as soon as possible if your item is defective, damaged, incorrect or not as described so that we can resolve the issue.

We may request photographs of the product and packaging to help us assess damage in transit.

If your product is faulty, damaged, incorrect or not as described, your statutory consumer rights will apply. UK law requires businesses to provide appropriate remedies for faulty or mis described goods.

Returns of Used Products

Please take reasonable care when inspecting your LUCRÉ product.

For online purchases, customers are entitled to inspect goods in a similar way to how they could reasonably inspect them in a shop. If a product has been used or handled beyond what is reasonably necessary to establish its nature and characteristics, we may reduce the refund to reflect any loss in value where permitted by law.

If a fragrance has been used or handled beyond what is reasonably necessary to inspect it, we reserve the right to reduce the refund to reflect any resulting loss in value, where permitted by law.

Return Shipping Costs

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us.

If your order is faulty, damaged on arrival, incorrect, or not as described, LUCRÉ will cover the reasonable cost of returning the item. Where appropriate, we will provide you with a prepaid return label or QR code by email.

Please contact us at enquiries@lucrefragrance.com before returning any item. Returns sent without prior approval may not be accepted.

Where a customer is responsible for return postage, we recommend using a tracked delivery service that is suitable for transporting fragrance products.

Your statutory consumer rights are not affected.

Exchanges

If you would like a different product, the simplest option is to return your existing order and, once the return has been accepted, place a new order separately.

Please check "Returns of Used Products" for return details.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

Approved refunds will be issued to your original payment method. Please allow additional time for your bank or card provider to process the refund.

Where your statutory cancellation rights apply, refunds will be made within the time limits required by law. Standard outbound delivery charges are also refundable where required by law; additional charges for upgraded or express delivery do not have to be refunded beyond the cost of standard delivery.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact enquiries@lucrefragrance.com.