RETURNS & REFUND OPTIONS
At Ascense London we want you to be fully satisfied every time you purchase from us and we understand that occasionally you may wish to return an item to us for either a refund or exchange. However, please see our refund policies below before returning any item.
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If you would like to return your order once it has been received for a refund or exchange, simply return your item(s) within 30 days of receipt and enclose a note with your order number.
Attach the Royal Mail returns label to the outer packaging of the parcel and drop it into an official UK Post Office. Please ensure that you obtain proof of postage. Please note that this service does not include insurance for the value of the goods. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by Ascense London. Any items that are being returned to Ascense London need to be in their original packaging (i.e within the box that was delivered to you).
For reasons of hygiene and safety, we cannot refund or exchange perfumes that have been removed from the original wrapping or show any signs of having been used unless they are faulty.
All fragrances must be returned in their original retail box, unopened, and in a fit condition unless otherwise agreed.
RETURNS DUE TO INCORRECT DELIVERY ADDRESS & NON-COLLECTION FROM A LOCAL ROYAL MAIL SORTING OFFICE
In the event that a customer provides us with an incomplete delivery address or fails to collect their item from their local Royal Mail sorting office then the item will be returned to us by Royal Mail. We will deduct £2.20 (this is what we get charged) from any refund plus any postage paid on the return of the item. Sadly we have to pass this cost on as the level of incomplete addresses is rising even after simplifying the checkout process for you to choose your address.
Once your order has arrived at our facility it can take up to 48hrs for the refund to be processed Monday to Friday.
CHRISTMAS RETURNS POLICY
Any Christmas gift purchases made from Ascense London during November and December may be returned until 3rd January subject to the normal terms and conditions. Please note that refunds may be delayed due to closure between Xmas and New Year.
* Please ensure any perfumes or other flammable items being returned, have an ID8000 sticker on the package. These stickers are available from Post Office counters.