Refund policy

RETURNS POLICY

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require an original receipt or proof of purchase from our website (www.wickfragrances.com). Purchases made from third party stockists or resellers are not eligible for exchange or return via www.wickfragrances.com. Please process your return via the original retailer from which the purchase was made. 

THERE ARE CERTAIN SITUATIONS WHERE RETURNS ARE NOT APPLICABLE:

For hygiene reasons, bath & body & perfumery products are not eligible for return. If you purchase a full-size perfume where an additional 2ml sample is provided, do not open the perfume product wrapper until after sampling the fragrance, using the tester. Once the wrapper is removed, the perfume may not be returned.

Products from Collection Privèe are made-to-order according to your personal specifications, and for this reason,  are not eligible for return.

PROMOTIONAL GIFTS

If you return an order and it included a free gift or promotional item, the gift will need to be returned as well 

REFUNDS & EXCHANGES (IF APPLICABLE)

Once your return is received, we will send you an email to notify you that we have inspected your returned item. We will also notify you of the approval or rejection of your refund or exchange request.

If you are approved for a refund, your payment will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. If your exchange is approved, a credit note will be issued for purchase of an alternative item. 

- Shipping costs are non-refundable.

SALE ITEMS 

Only regular priced items may be refunded, unfortunately sale items or items purchased on promotion cannot be refunded. 

DAMAGED ON DELIVERY (IF APPLICABLE)

We will replace any item if it is defective or damaged upon arrival.

Please notify us within 3 working days of receipt of a defective or damaged delivery & we will make the necessary arrangements to provide a replacement as soon as possible.

Kindly email at sales@wickfragrances.com to notify us of damaged or defective deliveries. You will be required to submit an image & description of the damaged product, packaging & shipping box in order for customer care to attend to the replacement or refund.

*We reserve the right to request the return of damaged or defective goods for quality control inspection before a refund or replacement is finalised.

**Please note that we are unable to effect a replacement or refund if a product has been transported to a destination outside of the original shipping address.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the original purchaser & the return will need to be managed via the original customer purchase.

RETURN SHIPPING

To make a return, please arrange to drop off returned items to:

Wick Fragrances (Pty) Ltd,
Unit C3, Millside Park
39 Morningside Street
Ndabeni
Cape Town
7405
South Africa

Receiving Hours: Mon-Fri, 9am - 5pm.

If applicable, you will be responsible for paying for your own shipping costs for returning your item. If your return is rejected, you will be liable for the return shipping fees.

CANCELLATIONS & CHANGES

Once an order is confirmed online, it is immediately processed by our warehouse. For this reason, online orders may not be cancelled or changed after receipt of payment. After dispatch of your goods, you may cancel/ change the sale in accordance with the Returns Policy.

STORAGE & USAGE