Refund Policy

Return window

PHLUR accepts eligible, regularly priced merchandise for return when the request is started within 30 days of the original purchase date. Proof of purchase from PHLUR is required. Products bought from Sephora or another retailer must be returned to that retailer. Contact Customer Service before sending anything back so eligibility and the correct return instructions can be confirmed.

Eligibility and exceptions

Returned items should be in their original packaging and safely packed for transit. Candles must be unopened and unused. Sample sets and individual samples are final sale. Discontinued or markdown items identified as part of the Farewell Sale are also final sale. Discounted gift sets must include all items from the set. Returns sent through a freight forwarder are not eligible.

Fragrance handling fees

Eau de Parfum and fragrance oils are treated as hazardous goods for return transport and disposal. An approved return can therefore include the return label cost and an item-specific handling fee. Customer Service will identify the applicable amount before the return is completed.

Refunds, exchanges, and order problems

Original shipping charges are not refundable unless PHLUR made a shipping error. PHLUR does not currently offer direct exchanges; return an eligible item and place a new order instead. Once an approved return is received, the refund is issued to the original payment method, less applicable shipping and handling charges. Financial institutions may need additional time to post it.

Report damaged, missing, or incorrect items promptly. Include the order number and clear photographs so the team can evaluate a replacement or other resolution. Do not mail a return until instructions have been provided.