Last updated: September 2026

The short version

• The store does not accept returns, and does not refund for change of mind.
• The only exceptions are where the store is at fault — see Section 2.
• Damage caused in transit is handled through the carrier, under the Shipping Policy.
• Report a problem within 7 days of delivery, with photographs of the item and the outer packaging.
• Orders cancelled before shipping are covered by the Order Cancellation Policy.

1. No Returns

• Change of mind: Returns are not accepted because a scent is not what the Customer expected.
• Skin reactions: Allergies, sensitivities, discomfort, and other adverse reactions are not grounds for return or refund.
• Normal variation: Batch, colour, and scent differences inherent to artisanal production are not defects.
• Opened or used items: Not returnable, for hygiene reasons.
• Why: Perfume is a personal-care product. Once it has left the store, its handling and storage cannot be verified.

2. Exceptions — Where the Store Is at Fault

The store will put right anything that is its own error:

• Wrong item: The item received does not match what was ordered.
• Missing items: Part of the order is absent from the parcel.
• Faulty as packed: The item is faulty in a way that did not arise in transit — for example a bottle that has leaked from its own closure, or a defective atomiser — while the outer packaging arrives undamaged.

Orders that are cancelled before shipping — because an item sold out, a price was listed in error, or the store cancelled for another reason — are covered by the Order Cancellation Policy.

3. Damage in Transit

How it is identified: Where the outer packaging arrives crushed, punctured, torn, or otherwise damaged, the loss is treated as having occurred in transit.

How it is handled: Transit damage is claimed through the carrier by the Customer, under the Shipping Policy. The store does not refund or replace items damaged in transit.

Compensation: Where the carrier accepts liability, it pays the Customer directly, limited to the declared value of the shipment. Coverage at full retail value can be arranged before dispatch for an additional charge.

What the store will do: The store will provide the shipping documentation and any information the carrier needs to process the claim.

Keep the packaging: Do not discard the box or packing materials until the claim is resolved. Carriers routinely require them and will refuse claims without them.

4. How to Report a Problem

• Deadline: Within 7 days of delivery.
• What to send: Order number, a description of the problem, and clear photographs of the item, the inner packaging, and the outer box on all sides. The photographs of the outer box are what determine whether an issue falls under Section 2 or Section 3, so please include them in every report.
• Wait before returning: Do not ship anything back until the store has confirmed in writing.

5. How It Is Resolved

• Replacement or refund: Where an exception in Section 2 applies, the store will replace the item or refund the amount paid for it, once the item has been returned.
• Return shipping: Where the store is at fault, the store covers the cost of any return it asks for.
• Refund method: Refunds are issued to the original payment method.
• Timing: Refunds may take 15 business days or longer to appear, depending on the Customer's bank or payment provider. The store cannot control that timing.
• Shipping charges: Original shipping charges are refunded only where the entire order was incorrect.

6. Contact

Report a problem to team@elkhaldistudio.com. Please include the order number and photographs.

7. Rights That Cannot Be Excluded

Nothing in this policy removes or limits any right the Customer holds that cannot legally be excluded, including rights under mandatory consumer protection law in their country of residence.