You can easily cancel your order as long as it has not already been packed by us for shipping and handed over to DHL.

To cancel, please log in to your customer account here using the email address from your order, select the relevant order, and click on "Cancel or return".
Our shop automatically saves your order in connection with your email address, so you do not need to have created a customer account when placing the order.

You will receive an email confirmation once your cancellation request has been received by us and will be informed about the next steps.

Should your order have already been handed over to the transport company, you are responsible for the costs of the return or the parcel stop, in accordance with our General Terms and Conditions and Widerrufsbelehrung (right of withdrawal).

We make every effort to keep track of all orders until they arrive safely. However, we have little control over what happens to your shipment once we've handed it over to the shipping service provider.
If the shipment status of your order has not changed within 5 business days, we will, of course, immediately initiate an investigation and keep you informed of the next steps.
Unfortunately, we can't take action before then, so please be patient until then. Thank you!

We do our best to package your order so that it arrives undamaged. However, in rare cases, damage may occur during transport.
In this case, we ask you to contact us immediately.
It would be especially helpful if you could send us pictures of the damage and keep the packaging so that we can have the damaged goods picked up from you for inspection if necessary.

In extremely rare cases, despite regular quality controls, a product may be defective (e.g. defective spray pump, leaking bottle).
In this case, please contact us so we can resolve the issue and send you a flawless product. A refund of the purchase price is only possible in exceptional cases, e.g., if the ordered product is currently out of stock.

Perfume and cosmetic products can cause intolerances or allergic reactions on sensitive skin. We therefore recommend that sensitive individuals avoid using these products. All products we market are registered in the EU in accordance with the current Cosmetics Directive, and all potentially allergenic substances are listed on the outer packaging according to the latest scientific findings. If you have any known allergies, we recommend contacting us before ordering and carefully reading the information on the packaging before opening or using the products. If in doubt, return the product to us unopened.
Should an intolerance occur during use of the product, we are obligated to report it to the manufacturer or the responsible person. It is then up to the manufacturer whether to refund the product as a goodwill gesture.
Since used cosmetic products are excluded from return according to Section 312g, Paragraph 2, Sentence 3 of the German Civil Code (BGB), and we would have to destroy them, we are unfortunately unable to offer refunds. We apologize for this.

Please note that opened/used cosmetic products and food items, as well as personalized items (filled items), are excluded from returns for hygiene and legal reasons (Section 312g, Paragraph 2, Sentence 3 of the German Civil Code). Furthermore, you wouldn't want to buy a product from us that someone else has already used.

If you are unsure about a fragrance, we definitely recommend that you order a Discovery Set from our online shop beforehand, if available.

If you have already used the product (even just "a quick spray to test"), we CANNOT accept returns . In this case, we recommend finding a private buyer for it among friends/acquaintances or through online platforms/communities. Someone else would surely be happy to receive it.

We use various procedures to ensure that the items returned to us have not been used or tampered with. Should you return a used product to us, unfortunately, we cannot refund your money. We will dispose of the product properly and send you a declaration of destruction.

If you made a mistake in your order, you can return unopened and original packaged products to us within 14 days for an exchange for another product or a refund of the purchase price.

To return an item, please log in to your customer account using the email address you used to register your order , select the order and item in question, and click "Request a Return."
Our shop automatically saves your order in connection with your email address, so you don't need to create a customer account when placing your order.

IMPORTANT NOTE:

Excluded from returns are discounted items, opened or used products (cosmetics, food), as well as personalized or specially made products (e.g. individual Discovery Sets).

The statutory right of withdrawal remains unaffected, except for opened/used cosmetic products/food products and custom-made items such as individual discovery sets! The right of withdrawal does NOT apply here (see Section 312g, Paragraph 2, Sentence 1 et seq. of the German Civil Code).

You assume the costs and risk of returning the goods.

For orders from Switzerland, there is no right of withdrawal, as stated in our General Terms and Conditions and the Cancellation Policy. We therefore only accept returns in justified exceptional cases and ask you to contact us beforehand.

Please send returns only after prior approval to the return address in Switzerland specified in the return process. Unannounced returns will not be accepted.

For returns that are not our fault (ordering errors, product no longer needed), we charge a flat fee of CHF 19.90 for the return, which we deduct from the refund amount. Unfortunately, shipping and customs fees for the outward and return shipment cannot be refunded.

Please also note in this case that we can only refund unopened and unused, i.e. originally sealed products.

If you are entitled to a right of withdrawal with regard to your order and should you exercise this right after submitting your contractual declaration with regard to part of your order, with the result that the purchase price not payable by you or refundable by us falls below the threshold specified by us, we reserve the right to subsequently charge you the pro rata shipping costs for the remaining part of the order. However, this only applies if we had already informed you of the shipping costs for the remaining part of the order before submitting your contractual declaration or if you were able to easily calculate the corresponding shipping costs based on our information before submitting your contractual declaration.

Returns from countries other than Switzerland should be sent to our business address:

Duftkunsthandlung
Pfeilstr. 16
50672 Köln
Germany

Unpaid shipments will not be accepted.

If you return a product that does not comply with our return policy or is excluded from the statutory right of withdrawal (e.g., opened or used cosmetic products or food, custom-made items such as individual discovery sets, etc.), we will charge you a flat rate of currently €14.90 (Germany) or €24.90 (EU countries) for inspection, handling, packaging, and return of your product. Therefore, in your own interest, please check whether the product complies with our return policy before returning it. If in doubt, please contact us beforehand.

If you do not pay the service fee within 7 days, we will assume that you do not wish to receive the product back and agree to proper disposal. In this case, you will receive a declaration of destruction from us. In both cases, a refund of the purchase price is unfortunately not possible.

Should you refuse to accept your order for reasons beyond our control, or should it be returned to us freight collect for any reason, we reserve the right to deduct the actual costs incurred for outward and return shipping from the refund. We therefore recommend that you accept the order in any case and contact us regarding further steps.