Returns & Refunds
SHIPPING
We offer free express shipping on all orders above £50. We are currently only shipping within the UK, however we will be expanding upon this in 2025.
Please note, we do not ship to PO Boxes.
RETURNS
Our Returns Policy is part of our Terms and Conditions of Sale and should be read in conjunction with them.
We reserve the right to amend this policy at any time. Please note, we only offer exchanges, not refunds.
1.1 Upon receiving your item, please inspect it immediately and always prior to use.
1.2 Ensure you obtain return authorisation before sending any items back to us. We will not accept returned items without prior authorisation. Items returned without authorisation may not be eligible for exchange if we cannot locate and reconcile them with your order.
1.3 You have 30 days from the day after you receive your item to return it.
1.4 To exchange an item, please contact us via email at returns@afower.com.
1.5 All items must be unused and returned in their original packaging. For hygiene and security, all products are sealed. To qualify for an exchange, products must remain sealed.
1.6 We provide a complimentary sample of your purchased scent with each order, allowing you to try the product without breaking the seal on the full-size version.
WRONG ITEM RECEIVED
2.1 We apologise if you received an incorrect item. To receive a replacement, the item must be returned in the same condition it was received.
2.2 Please notify us within 14 days of receiving the item. If reported after 14 days, we may be unable to offer a replacement depending on the situation.
2.3 If the wrong item is received, we will provide a shipping label for its return. Once received, we will send your replacement. Items must remain unused and sealed in their original packaging to qualify for an exchange.
2.4 Include a note with your return that specifies your original order number to help us process your exchange. Failure to include this information may result in delays.
2.5 To report receiving an incorrect item, please contact us via email at returns@afower.com with the subject of the email "Incorrect Order", plus your order number.
DAMAGED OR FAULTY ITEMS
3.1 We sincerely apologise if you received a damaged or faulty item. We aim to resolve this issue right away.
3.2 If you believe an item is faulty, please contact us via email at returns@afower.com as soon as possible and describe the defect. We will guide you through the next steps.
3.3 Include a note with your return and your original order number to help us process your request. Failure to provide your order number may result in delays.
3.4 To report a damaged or faulty item, please contact us via email at returns@afower.com
3.5 For more information on your rights, please refer to section 16 of our General Terms and Conditions of Sale.
ITEM NOT RECEIVED
4.1 We apologise if you have not received your order. While uncommon, we want to resolve this issue quickly. Please notify us within 14 days of receiving the email confirming your order’s dispatch. If reported later, a replacement may not be possible depending on the circumstances.
4.2 To report an undelivered item, please complete the request form by following THIS LINK, and our team will assist you.
YOUR LEGAL RIGHTS
5.1 Our Returns Policy does not affect your statutory rights.
5.2 For more information on your legal rights, please visit the UK Government's website at www.direct.gov.uk or contact Consumer Direct at 08454 04 05 06.
HOW TO EXCHANGE AN ITEM
6.1 Exchanges are only available for full-size products. Samples (2ml bottles) are not eligible.
6.2 To initiate an exchange, please contact us via email at returns@afower.com stating your order number in the subject.
6.3 Once your exchange is confirmed via email, you have 14 days to return the original item. Ensure items are securely packaged in their original shipping carton or suitable protective packaging. All items must be unused and returned in their original packaging. Products must remain sealed to qualify for an exchange.
6.4 Include a note with your return that specifies your original order number. Failure to provide this information may delay processing.
6.5 You are responsible for covering shipping costs when returning the item.
6.6 Any item you return remains your responsibility until it reaches our warehouse. We recommend using a delivery service that insures the value of the goods. Without proof of delivery, we cannot proceed with an exchange.
6.7 Once we have received the original item and confirmed it is in resellable condition, we will send your replacement. If the item is not in resellable condition, we will contact you regarding next steps.
6.8 Ready to request an exchange? please contact us via email at returns@afower.com.
WHAT IF MY REQUESTED EXCHANGE ISN’T AVAILABLE?
7.1 If the item requested for exchange is no longer available, we will contact you with further instructions.
7.2 Any returned item is your responsibility until it reaches our warehouse, so please use a delivery service that provides insurance for the goods.
WHAT HAPPENS NEXT?
8.1 Once we process your return, we will notify you via email.
COMPLAINTS
9.1 If you are unhappy with how we’ve handled your return or exchange, we apologise and want to resolve the matter.
9.2 Please contact our customer service team via email at returns@afower.com.