How can I return my order?
You can return your order free of charge within 30 days of receiving your order, using one of the following methods: online return or in-store return.
To return your order, the products must be intact, unused, and unopened. If you received samples or freebies with your order, please refer to the SAMPLE OR FREEBIE RETURN POLICY at the bottom of this page to ensure your return is approved.
ONLINE RETURNS:
To return your order online:
Send an email to our customer service at [email protected] indicating:
Order number
Item code(s) you wish to return
Reason for return
Collection address
Customer service will arrange for the courier to collect your package at the collection address.
Prepare your product for return. We recommend using the original Douglas packaging.
Complete the return form and include it in your package along with the products you wish to return. You can download the return form HERE.
Wait for your refund. Once the merchandise is received at the warehouse and the return conditions have been verified, the refund will be made to the original payment method.
If you paid cash on delivery, the refund will be made via bank transfer.
Returns are handled entirely by Bartolini courier; therefore, it will not be possible to take your order to a Poste Italiane or Fermopoint pick-up point (with the exception of in-store returns).
IN-STORE RETURNS:
To return your item to our store:
Prepare your product for return. We Fragrances packaging.
Go to our store and present the email containing your order summary and online order number.
Choose your refund method:
- Product exchange (for one of equal or greater value)
- Gift card issuance
- Refund to the original payment method (the one you used to pay online) Please note: The store cannot issue cash refunds. If you wish to receive a refund to the original payment method, the store will contact customer service, who will initiate the refund process, as is the case with online returns. If you paid cash on delivery, the refund will be made via bank transfer.
EXCEPTIONS:
Products delivered via our Partners cannot be returned in-store. For more information on the Partner Program return process, please see this link.
RULES FOR RETURNING SAMPLES OR FREE GIFTS:
If you receive a free product or sample associated with the sale, you must also return that gift during the return process.
If you return your entire order: all samples and freebies must be returned.
If you return a partial order: if the products you've decided to keep are worth less than €10, you'll need to return all samples. You can keep freebies only if they're directly associated with the product you've decided to keep.