/ Refund & Returns

CANCELLATION AND RETURNS POLICY

We expect that you will delighted with your purchase, if however, you are not, we have set out below a summary of what action you need to take to return a product.

Please follow the steps outlined below to return your goods to Narrative Lab via post.

Step 1
If you receive your product and it isn’t what you were hoping for, please let us know and we will help you find the perfect fragrance for you. If however you would still like to return your Narrative product/s, you can return them to us, at your own cost, within fourteen (14) days from delivery and receive a full refund.  Returned products must be in the same condition in as received.

Step 2
Simply email sayhello@narrativelab.co and include your order number and reason for the return. Please also include your name and phone number so that we can contact you, if necessary. 

Step 3
Follow the steps and return address provided to you in our return email.

Step 4
Package your return item in a well-padded envelope or box to prevent damage in transit (the packaging that you received it in would be perfect and great for the environment also).

All items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. 

We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded.

Step 5
All returned goods will be examined upon receipt. Undamaged goods will be entitled to a full refund and a store credit for the costs of the return postage. Other returns will be assessed and we will notify you via email whether we can provide you with a refund or store credit.

Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised; or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have become unsealed after delivery, they are not suitable for return due to health protection or hygiene reasons.

Step 6
Once we have processed your return, our Returns Department will contact you by e-mail. If a refund is applicable, we will process this as soon as possible by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation). Please note that it can take 3 – 5 working days after we have processed a refund payment for it to appear on your credit card statement.

If you are entitled to a store credit, we will email you with a voucher code to apply to your next purchase.

The above cancellation and refund rights are in addition to your statutory rights to return goods which are damaged or faulty, or not what you originally ordered.