Returns & refunds

Our 30-day guarantee

Every order includes a sample of the scent you bought. Try the sample first.

If the fragrance isn't for you, return the bottle within 30 days of delivery with the product carton seal intact and we'll refund it in full. Keep the sample.

The seal on the product carton is what matters. not the outer shipping box, which you're meant to open.

Your statutory rights

Separately from our guarantee, UK law gives you 14 days from delivery to cancel an online order for any reason.

Please note: sealed cosmetic products which have been unsealed after delivery may not be returnable for health and hygiene reasons. This is why we send a sample. so you never need to unseal a bottle to find out.

Faulty or damaged items

If anything arrives damaged or faulty, email hello@stoafragrance.com with your order number and a photo as soon as you can — ideally within 7 days of receiving it. This timeframe is guidance only and doesn't affect your statutory rights under the Consumer Rights Act 2015. We'll replace or refund faulty items, including return postage.

How to return

Email hello@stoafragrance.com with your order number
We'll send you a prepaid returns label. no printer needed, just a QR code
Repack the sealed bottle in its original packaging and drop it at any Post Office
Once it reaches us, we'll refund your original payment method within 5 working days

Return postage is on us. Please keep the original shipping box and packaging until you're sure — it protects the bottle on the way back. If a return is damaged because it wasn't adequately repackaged, we may reduce the refund to reflect the loss in value.

Once we've issued your refund, how quickly it appears depends on your bank or card provider. usually a few working days, but that part is outside our control.

Not covered

Bottles whose carton seal has been broken (except faulty items)
Returns requested after 30 days
Samples. yours to keep, not returnable

Discovery Sets and the £9.90 credit

Every Discovery Set includes a £9.90 credit towards a full-size bottle, emailed to you when your set is delivered. It's our way of making the set effectively free when you go on to buy a bottle you love.

Because of that, the two can't be combined: if you return your Discovery Set, its £9.90 credit is cancelled. If the credit has already been used, £9.90 is deducted from your set refund.

As with all sealed cosmetic products, opened sets can't be returned for hygiene reasons. Unopened, sealed sets can be returned within 30 days.