If your order arrives damaged or a vial has leaked in transit, contact us with your order number and photos of the item and the packaging. Once we verify it, we'll send a replacement where stock allows, or refund the affected item. This is covered under our shipping policy, not something you have to argue for.
Why this happens at all
Fragrance is a flammable liquid under Canadian shipping rules. That's why every order ships ground in leak-proof, shock-resistant packaging built to contain a break. That packaging cuts the odds a lot, but glass in transit is glass in transit, and a small number of parcels still arrive with a cracked vial or a loosened cap. See how we ship fragrance safely for the packing side of this.
Frequently asked questions
What do I do if my order arrives leaking or broken?
Don't throw out the packaging. Photograph the item and the box or mailer as you received it, then contact us with your order number. Opening or testing the item to check it doesn't affect your claim.
Will I get a replacement or a refund?
A replacement where the fragrance is still in stock, or a refund for the affected item where it isn't. You're not choosing between the two upfront, we sort out which is possible once your claim is verified.
Is there a deadline to report it?
Yes, our shipping policy sets out the window for transit damage claims. Report it as soon as you notice, rather than waiting.
What if only the packaging is damaged but the vial is fine?
Then there's nothing to claim, the guarantee covers the product, not a dented mailer. Check the vial and seal anyway before you write it off, and if anything is wrong there, that's covered too. Full terms for both are in our shipping policy and refund policy.