Terms and Conditions - NWL Fragrance

Last updated: 04/09/2026

1. About us

These Terms and Conditions apply to purchases and consultation bookings made through https://nwlfragrance.com.

Email: info@nwlfragrance.com
Telephone: +44 7826837287

2. Our products and services

NWL Fragrance supplies:

Ready-made fragrances from the NWL Collection.
Face-to-face fragrance consultations.
Bespoke fragrances created using a formula developed specifically for an individual customer.

Product photographs are provided for illustration. Colours and packaging may appear slightly different because of lighting, screens, production variations or packaging updates.

References to another fragrance describe the general scent inspiration only. NWL Fragrance is an independent business and is not affiliated with, endorsed by or connected to the owner or manufacturer of any referenced fragrance.

3. Placing an order

Please check your order, delivery information and contact details before completing checkout.

Submitting an order is an offer to purchase. A contract is formed when we send an order-confirmation or acceptance email. An automated acknowledgement does not necessarily mean that an order has been accepted.

We may refuse or cancel an order if:

A product is unavailable.
Payment cannot be authorised.
Information supplied is incomplete or incorrect.
We reasonably suspect fraud or misuse.
A pricing or product-description error is identified.

If payment has already been taken for an order that we cannot accept, it will be refunded.

4. Prices and payment

Prices are displayed in pounds sterling and include applicable UK taxes unless stated otherwise.

Delivery charges are displayed before an order is confirmed. Payment must be made using one of the methods available at checkout.

Promotional prices apply only for the stated period. Products bought in a sale retain the same statutory rights as full-price products.

5. Ready-made fragrance delivery

Ready-made fragrances are normally dispatched within 2–4 working days, unless the product page or checkout states otherwise.

Delivery estimates are not guaranteed delivery dates. We will contact the customer if a significant delay occurs.

Unless another period is agreed, orders will be delivered within 30 days of the contract being formed. Responsibility for the product passes to the customer when it is delivered to them or to a person identified by them.

Customers are responsible for providing a complete and accurate delivery address.

6. Personal fragrance consultations

Personal fragrance consultations take place face-to-face at the location and time confirmed during booking.

Customers should arrive on time and inform us as soon as possible if they need to cancel or rearrange.

A consultation may be rearranged or cancelled by contacting info@nwlfragrance.com at least 48 hours before the appointment.

If a customer arrives late, the consultation may need to be shortened so that later appointments are not affected.

We may rearrange a consultation because of illness, safety concerns, venue problems or circumstances outside our reasonable control. Where an alternative appointment cannot be agreed, any consultation fee paid will be refunded.

7. Creating a bespoke fragrance

During the consultation, the customer works with NWL Fragrance to develop an individual fragrance formula based on their stated preferences.

The proposed formula must be approved by the customer before production begins. After approval, the fragrance is prepared specifically for that customer and may undergo an appropriate safety review.

The customer is responsible for checking the formula information and communicating any relevant allergies, sensitivities or ingredient concerns before approval.

8. Cancellation of ready-made orders

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

The customer must tell us that they wish to cancel within 14 days after receiving the goods. They then have a further 14 days to return them.

A cancellation request may be sent to info@nwlfragrance.com. It should include the customer’s name, order number, products being returned and the date the products were received.

Unless the product is faulty or incorrect, the customer is responsible for the direct cost of returning it.

Returned products should be securely packaged. Customers may inspect products as they would in a shop, but we may make a lawful deduction where handling beyond what is necessary has reduced the product’s value.

9. Bespoke and personalised fragrances

The usual change-of-mind cancellation right does not apply to a fragrance that has been made to a customer’s individual specification or personalised using their uniquely approved formula.

Until the customer approves the formula, they may ask us not to proceed with production. We may deduct the reasonable value of a consultation or other service already provided where legally permitted and where the customer requested that the service begin.

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

This restriction does not affect the customer’s rights where the product is faulty, damaged, unsafe or not as described.

10. Refunds for cancelled ready-made orders

Where a valid cancellation applies, we will refund:

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

Any additional amount paid for premium or expedited delivery is not refundable beyond the cost of standard delivery.

The refund will normally be made to the original payment method within 14 days after we receive the returned goods or satisfactory evidence that they have been sent back.

11. Faulty, damaged or incorrect products

Customers should inspect their delivery and contact us promptly if a product is damaged, faulty, unsafe, incorrect or not as described.

Please email info@nwlfragrance.com with:

The order number.
A description of the problem.
Clear photographs where appropriate.
Details of the preferred resolution.

We may request that the product is returned for inspection. Where the product is confirmed to be faulty, damaged or incorrect, we will provide an appropriate remedy and cover reasonable return costs as required by law.

Nothing in these Terms limits the customer’s statutory rights under the Consumer Rights Act 2015.

12. Fragrance safety

Fragrance products should:

Be used only as directed.
Be kept away from children and pets.
Be kept away from heat, flames and ignition sources.
Not be swallowed.
Be kept away from eyes and damaged or irritated skin.

Customers should review product labels and ingredient or allergen information before use. Use should stop immediately if irritation or an adverse reaction occurs. Medical advice should be sought where appropriate.

Customers attending a consultation must inform us of known allergies, sensitivities or relevant medical concerns before a formula is approved.

13. Accounts

Customers are responsible for maintaining the confidentiality of their account details and password.

We may suspend or close an account where we reasonably believe it is being used fraudulently, unlawfully or in breach of these Terms.

14. Promotions and discount codes

Discount codes:

Must be used before their expiry date.
Cannot be exchanged for cash.
Cannot be applied retrospectively.
May be limited to particular products or customers.
Cannot be combined unless expressly permitted.

We may cancel a discount or promotion affected by fraud, misuse or an obvious error.

15. Events outside our control

We are not responsible for a failure or delay caused by events outside our reasonable control. This may include severe weather, transport disruption, industrial action, supplier interruption, government restrictions or failures affecting communications and delivery networks.

We will take reasonable steps to reduce the effect of such circumstances and contact affected customers where possible.

16. Our responsibility

We do not exclude or limit responsibility where doing so would be unlawful, including responsibility for death or personal injury caused by negligence, fraud, or breach of statutory consumer rights.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses suffered by a customer acting wholly or mainly for business purposes.

17. Intellectual property

The NWL Fragrance name, branding, product text, photographs, graphics and website content may not be copied, reproduced or used commercially without written permission, except where permitted by law.

18. Personal information

We process personal information as described in our Privacy Policy and Cookie Policy.

19. Complaints

Please contact info@nwlfragrance.com if you have a complaint. Include the order or booking number and a clear description of the issue.

We will try to acknowledge complaints promptly and provide a response within a reasonable period.

20. Changes to these Terms

We may update these Terms when our products, services or legal obligations change. The Terms applying to an order will normally be those available when the order was placed.

21. Governing law

These Terms are governed by the law of England and Wales. Consumers living elsewhere in the United Kingdom retain any mandatory protections provided by the law applicable to them.

Any dispute may be dealt with by the courts legally entitled to hear the customer’s claim.

22. Contacting us

Questions about these Terms may be sent to:

NWL Fragrance
Tottenhall Road, 70B
info@nwlfragrance.com
+44 7826837287

Model cancellation form

Complete and send this form only if you wish to cancel an eligible contract.

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

, info@nwlfragrance.com

I give notice that I cancel my contract for the sale of the following goods or supply of the following service:

[PRODUCT OR SERVICE]

Ordered or booked on: [DATE]
Received on, if applicable: [DATE]
Customer’s name: [NAME]
Customer’s address: [ADDRESS]
Order or booking number: [NUMBER]
Customer’s signature, only if submitted on paper: [SIGNATURE]
Date: [DATE]