Free returns and refunds

Return Policy

You may return your online order, or items within it, for an exchange or a refund following the conditions outlined below, your statutory rights are not affected:

• The items must be returned within 45 days from date of delivery.
• The items must be unopened and in their original packaging. For your convenience with each order of an Eau de Parfum or Eau de toilette, you will receive a corresponding trial sample. Learn more.
• If you are returning the item due to a fault or damage in transit this must be stated on the Returns Form.
• Please include the Returns Form which you will find with your order. Processing the return may take longer if you do not include the Returns Form or if it is incorrectly filled. You will find more information regarding the Returns process on this form.

We encourage you to specify on the Returns Form any information that could help us understand the reason for your return e.g broken or damaged, incorrect item ordered…

If you wish to carry out the return of an electric diffuser, we invite you to contact our Customer Care team directly who will assist you in the return process.

Return process

To make a return, we invite you to follow these steps:

• Please go to the diptyque Royal Mail Tracked Returns portal to create your pre-paid/free return label.
• To help us give you the right label for your item, follow the steps and enter all relevant information regarding your order.
• Complete the Return Form which is included with your order and clearly indicate:
  - Your UK order number
  - Your contact information
  - The name and quantity of each item being returned and the reason for the return.
• Prepare your parcel, placing the form inside. You will need to securely repack the items (in unused, unopened condition, with original packaging) and attach the pre-paid label provided. Please note if the Returns Form is not sent with the items this may cause a longer processing time.
• Drop off your package at the local post office and keep a copy of your receipt for tracking information. Please request to mark the package as ‘Fragile’ as an extra precaution.
• If you are returning a fragrance, hourglass diffuser or room spray please also attach the ID8000 label on the outer packaging or ask the local post office to do so. Download the label here.
• No printer? No problem. Show the Royal Mail team your email label & they will take care of the rest.
• You can track your parcel online using the Royal Mail Track & Trace service. Please retain your post office receipt as proof of return.
• UK returns made using the Royal Mail label may take 2-3 business days to be delivered to us. Refunds are processed within 14 days upon receipt of your returned parcel.
• If your package exceeds the weight limits and/or if you have any questions, please contact our Customer Services .

Cancellations and Exchanges

• If you wish to cancel your order after it has been confirmed, we kindly invite you to reach out to our Customer Care team who will assist you in the process.
• Please note that you cannot cancel your order once it has been shipped.
• If you wish to exchange an item for another reference, we kindly invite you to place a new order and return the original product back to us following the returns process returns process.

 

 

If you have any questions or for more information, we invite you to contact us at

Telephone: +44(0)800 840 0010

Contact form: Contact us

Monday to Friday: 9 am - 6 pm, and Saturday: 9 am – 4 pm (excluding public holidays)