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Order Cancellation
We are happy to cancel your order for a full refund. Please contact us as soon as possible via e-mail (cs@dxbperfume.co.uk) or telephone +44 (0)1274 731908 (Monday - Friday: 10:30am - 5:00pm) clearly stating your order number & your reason(s) for wanting to cancel your purchase. This only applies to orders that have not yet been dispatched.
If your order has already been dispatched, you will need to return your order to us following our Returns Policy below.
Please note that shipping fees are non-refundable unless the return is due to an error on our part (e.g., wrong item sent or faulty product). The cost of return shipping is the responsibility of the customer, unless the item is faulty or damaged
Returning Item(s) For A Refund
If you are not completely satisfied with your online purchase, we will happily issue you a full refund for your order. You have 14 days from the date of receipt to return your item(s) back to us. All items must be returned in their original cellophane, unopened and unused. If this is adhered to, we will issue a refund for your item(s) upon receipt excluding shipping fees.
If you return an order that originally qualified for free shipping (i.e., the order total was above £50), we will deduct a £3.99 shipping fee from your refund to cover the cost of delivery. The remaining balance will be refunded to you in accordance with our standard refund process.
For hygiene reasons, we are unable to accept returns or issue refunds for items that have been opened or used. This includes perfumes, colognes, and other personal care items. However, if you receive a faulty or damaged product, please contact our Customer Care Team immediately for assistance.
Refund processing times may vary so please allow up to 21 working days for the refund to appear on your credit card or bank statement.
Returning A Personalised Item
Personalized fragrance orders (e.g. engraved items) are non-returnable and non-refundable unless the product is faulty.
Returning Sample Bottles
Returning sample bottles are non-returnable and non-refundable.
Returning Items For An Exchange
We do not currently offer exchange services once the order has been shipped. Please return your item and place a new order.
Returning Faulty Items
We take great care in maintaining a high level of quality control on all orders being dispatched. However, if you find a fault with your item, please contact a member of our Customer Care Team via email or by telephone at +44 (0)1274 731908, who will be happy to assist you. You will be asked to provide your name, order number, and a brief description of the fault.
Customers have up to 14 days to return a faulty or damaged item.
Please note, if fragrances arrive damaged or broken, we cannot issue refunds unless evidence is provided. This evidence must be in the form of clear images or videos to support the claim.
Customer Returns Responsibility
Please be aware that you are responsible for the return of all items until we are in safe receipt. We recommend that you use an insured returns service for your protection. International orders must be clearly marked 'RETURN TO SENDER' as we are not liable for customs and duties back into the UK. In circumstances where the parcel is not marked as 'RETURN TO SENDER' we will contact you to advise you of customs and duties amount and request it be deducted from your account or refund.
Receiving An Incorrect Item
If you have received an incorrect item, please contact a member of our Customer Care Team via email or by telephone +44 (0)1274 731908. Please have your order documents to hand as you will be asked to state your order number and the product codes.
DXB Perfume Customer Care Team will advise how you should proceed with the return of your item. Upon receipt of your goods, we will then process a full refund or exchange. Please note, until we are in receipt of your items, they are your responsibility.
Returns Address:
For all returns and exchanges, please send your items to:
DXB PERFUME
RASHID HOUSE
WESTGATE
BRADFORD
BD1 3AA
This Returns Policy does not affect your statutory rights and was updated on 16/01/25.