Refund and Returns Policy

Last updated: 4 September 2026

Delivery, Returns and Refund Policy

This policy applies to products purchased from NWL Fragrance through https://nwlfragrance.com. NWL Fragrance is operated by NoWasteLeft.

Contact email: info@nwlfragrance.com

Return address:

NWL Fragrance
70B Tottenhall Road
London
N13 6JB
United Kingdom

Please contact us before returning a fragrance so that we can provide appropriate return instructions.

1. Delivery area

We currently deliver to addresses within the United Kingdom.

Available delivery services, charges and estimates are displayed during checkout after the customer enters a delivery address.

Customers are responsible for supplying a complete and accurate delivery address. Please contact us immediately if an address needs correcting. We cannot guarantee that an address can be changed after an order has been dispatched.

2. Processing and dispatch

Ready-made fragrances are normally dispatched within 2–4 working days, unless a different timeframe is shown on the product page.

Bespoke fragrances are prepared only after the customer has completed their consultation, approved their individual formula and any required safety review has been completed. An estimated production and dispatch timeframe will be confirmed during or after the consultation.

Working days exclude weekends and UK bank holidays.

Dispatch estimates are not guaranteed delivery dates. Unless another period has been agreed, products will be delivered within 30 days after the order is accepted.

3. Delivery tracking

Where tracked delivery is provided, tracking details will be sent to the email address used for the order once the parcel has been dispatched.

Tracking information may take a short time to become active after dispatch.

4. Delayed or missing deliveries

If an order has not arrived by the estimated date, customers should:

Check the tracking information.
Check that the delivery address supplied was correct.
Check with household members, neighbours or the nominated safe place.
Contact info@nwlfragrance.com with the order number.

We will investigate with the delivery provider. A replacement or refund may be offered where a parcel is confirmed as lost.

We are not responsible for delays caused by circumstances outside our reasonable control, but we will take reasonable steps to assist affected customers.

5. Damaged or incorrect deliveries

Customers should inspect their order after delivery and contact us promptly if a product is damaged, leaking, faulty, incomplete or incorrect.

Please email info@nwlfragrance.com with:

The order number.
A description of the problem.
Photographs of the product, packaging and delivery label where appropriate.
Details of the preferred resolution.

Please retain the product and packaging while we investigate. Do not dispose of or return the product unless instructed.

Where a product is confirmed to be damaged, faulty or incorrect, we will provide an appropriate remedy and cover reasonable return costs as required by law.

6. Cancelling a ready-made fragrance order

Consumers who purchase ready-made products online normally have the right to cancel without giving a reason.

To exercise this right, the customer must notify us within 14 days after receiving the product. After notifying us, the customer has a further 14 days to return it.

Cancellation requests should be emailed to info@nwlfragrance.com and include:

The customer’s name.
The order number.
The product being returned.
The date it was received.

The model cancellation form in our Terms and Conditions may also be used, but its use is not compulsory.

7. Condition of returned products

Customers may inspect a product as they reasonably would in a shop. They are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Returned products should include their original packaging where reasonably possible and must be securely packed to prevent leakage, breakage or damage.

Fragrances may be subject to carrier restrictions because they contain alcohol. Customers must contact us before returning a fragrance and follow the return and carrier instructions provided.

8. Bespoke and personalised fragrances

The change-of-mind cancellation right does not normally apply to a fragrance made to a customer’s individual specification using their uniquely approved formula.

Before approving the formula, the customer may ask us not to begin production. A reasonable charge may apply for a consultation or service already provided where legally permitted.

Once the individual formula has been approved and production has begun, the bespoke fragrance cannot normally be cancelled or returned merely because the customer has changed their mind or no longer prefers the scent.

This does not affect the customer’s rights if the bespoke product is faulty, damaged, unsafe or not made according to the approved specification.

9. Return postage

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the product.

NWL Fragrance will cover reasonable return costs where a product is faulty, damaged, incorrect or otherwise does not conform to the contract.

Customers should obtain proof of postage and retain it until the return and refund have been completed. We are not responsible for returned parcels lost because unsuitable or untracked return arrangements were used.

10. Refunds

For a valid change-of-mind cancellation, we will refund:

The price paid for the eligible returned product.
The cost of our least expensive standard outbound delivery option.

Additional amounts paid for premium, express or enhanced delivery are not refundable beyond the cost of standard delivery.

Refunds will normally be issued to the original payment method within 14 days after we receive the returned product or satisfactory evidence that it has been sent back.

We may make a lawful deduction where unnecessary handling has reduced the product’s value.

Banks and payment providers may require additional processing time before a refund appears in the customer’s account.

11. Sale products

Sale and promotional products have the same statutory rights as full-price products.

A product is not excluded from a refund merely because it was bought during a sale. However, the bespoke-product exception and lawful deductions for diminished value still apply where relevant.

12. Faulty products and statutory rights

Products must be of satisfactory quality, fit for purpose and as described.

Nothing in this policy limits or excludes a customer’s statutory rights under the Consumer Rights Act 2015 or other applicable consumer law.

13. Exchanges

Please contact us before requesting an exchange. Whether an exchange is available will depend on stock and the type and condition of the product.

A bespoke fragrance cannot normally be exchanged because of a change of preference after its unique formula has been approved and produced.

14. Contact us

For delivery, cancellation, return or refund enquiries, contact: