Unopened products purchased from Olfactory NYC are eligible for a full refund/exchange if returned within 30 days of receipt. All returns will be credited to the original form of payment. We provide free pre-paid shipping labels for all returns requested. The time it takes for the refund to appear in your account may vary depending on your bank and credit card provider.

Custom products are eligible for a partial refund (excluding stock fee) since we cannot resell your personal scent! We want to make sure you love your custom scent and so if you are not satisfied with your custom scent we permit one exchange of a custom product, so you can try again.

We reserve the right to handle returns on a case-by-case basis, and will do our best to ensure our customers are satisfied. If an item is deemed unfit for return, we reserve the right to withhold a refund. If your item is damaged upon receipt, just send us a picture of the issue and we will send you a full or part replacement as needed

If you wish to initiate a return, please email with your order number and the items you wish to return. If you would like to make an exchange, please list the replacement items you wish to receive.