Returns and cancellation

Last updated 19 October 2026

You bought from us online, so you have a legal right to change your mind. This page explains that right, the one exception that matters when buying fragrance, and what to do if something arrives faulty.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order without giving a reason:

• You have 14 days from the day you receive the goods — or the day the last item arrives, if an order comes in more than one parcel — to tell us you are cancelling.
• You then have a further 14 days from telling us to send the goods back.

You can also cancel at any point between placing the order and receiving it. You do not have to explain why.

Sealed fragrance that has been opened

There is one exception you should know about before you unwrap anything. Regulation 28 of those Regulations removes the right to cancel for goods that are sealed for health protection or hygiene reasons once the seal has been broken after delivery. Fragrance and other cosmetics are supplied sealed, so a bottle whose cellophane, box seal or cap seal has been opened cannot be returned to us under the right to cancel.

Unopened and still sealed, it comes back without question. This exception does not apply to anything faulty, damaged or not as described — those rights are below and they are unaffected by opening the item.

How to cancel

Email [TO CONFIRM: customer service email address] with your order number and what you are sending back. A clear statement is enough; you may use the form at the bottom of this page if you prefer, but you do not have to. Please tell us before you post anything, so we know to expect it.

Where to send it

[TO CONFIRM: the returns address, if returns are not handled at the registered office above.]

Please pack the goods so they survive the journey, and keep your proof of postage. We recommend a tracked service: until the parcel reaches us you are the one who can chase it.

Who pays the postage

If you are cancelling because you changed your mind, you pay the cost of sending the goods back to us. If the goods are faulty, damaged or not what you ordered, we pay — tell us and we will cover the return postage or arrange collection.

Your refund

We refund within 14 days of getting the goods back, or of your showing us you have sent them, whichever is sooner. The refund goes to the card or account you paid with.

• We refund what you paid for the goods, plus the standard delivery charge you paid on the way out. If you chose an upgraded delivery service, we refund the standard cost, not the upgrade.
• If you return part of an order and what you keep falls below the free delivery threshold, we may keep back the standard delivery charge from the refund. See delivery.
• You may handle the goods as you would in a shop. If they are worth less because you went further than that, we may deduct the loss in value from the refund.

Faulty, damaged or wrong items

This is separate from changing your mind, and it applies whether or not the bottle has been opened. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: you can reject faulty goods and ask for a full refund.
• After 30 days: you can ask us to repair or replace them, and if that is not possible or does not work, ask for a refund.

Email [TO CONFIRM: customer service email address] with your order number and a photograph of the problem if you can. A leaking or broken bottle should not be posted back until you have spoken to us.

Fragrance contains ingredients that some people react to. A reaction is not a fault in the product, so it does not by itself give a right to a refund, and a bottle that has been sprayed cannot come back under the right to cancel. If you know you react to perfume, please check the ingredients on the packaging before you use it.

Model cancellation form

You are welcome to copy this into an email to [TO CONFIRM: customer service email address]. It is not compulsory.

To MARTZEY LTD, 739 Scott Hall Road, Leeds LS17 5PG, United Kingdom: I hereby give notice that I cancel my contract of sale for the following goods — [list the items]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Order number: [order number]. Date: [today’s date].