Returns & Refunds

We want every El Mirage customer to be glad of their purchase. The policy below sets out when a return is possible, in line with United Kingdom consumer law.

Sealed, Unused Bottles

You have the right to return any sealed, unused bottle within 14 days of receiving your order, for any reason, in accordance with the UK Consumer Contracts Regulations 2013.

To qualify for return, the bottle must be:

• Unopened, with the original outer cellophane wrap or factory seal intact
• In its original packaging, undamaged
• Returned within 14 days of the date you received it

Opened Bottles

For health and hygiene reasons, we cannot accept returns of opened or used fragrance, in line with the exemption set out in the Consumer Contracts Regulations 2013 for sealed goods unsuitable for return once unsealed. This applies even if the bottle has only been sprayed once.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or you have received the wrong item, please contact us within 48 hours of delivery at elmirageofficial@gmail.com with your order number and clear photographs of the issue.

We will arrange either a full refund or a replacement at no cost to you.

How to Return a Sealed Bottle

1. Email elmirageofficial@gmail.com with your order number, stating you wish to return your purchase. We must receive this notice within 14 days of you receiving the order.
2. We will reply with a return address and reference number, usually within one working day.
3. Pack the bottle in its original packaging and post it back using a tracked service. We strongly recommend tracking, as we cannot refund items that do not reach us.
4. Once received and inspected, your refund will be processed within 14 days to the original payment method.

Cost of Return

The cost of returning a sealed bottle is the responsibility of the customer, unless the item was faulty, damaged, or incorrect — in which case we will cover the cost of return.

Refunds

Refunds are issued to the original payment method (the card or wallet used at checkout). Stripe and your bank may take 3–10 working days to display the refund on your statement after we have processed it.

Original shipping costs are non-refundable, unless the return is due to a fault or error on our part.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law. If you would like guidance on your rights, you can contact Citizens Advice.

Contact

Any questions about returns can be sent to elmirageofficial@gmail.com or via WhatsApp on +44 7542 330 590.