Aftercare
Returns, Refunds & Cancellations
Start every return, exchange or claim through the contact form, choosing Order Support. Terms still awaiting approval are shown as pending — nothing here is an estimate.
Return eligibility
- Return window
- 30
- Opened or used product
- Not published yet — customer service will confirm this before you order
- Return postage
- Not published yet — customer service will confirm this before you order
- Original dispatch charge refundable
- Not published yet — customer service will confirm this before you order
- Restocking fee
- Not published yet — customer service will confirm this before you order
- Authorisation
- A return authorisation must be requested from customer service before shipping anything back.
Fragrance is a flammable liquid. Returns must travel by an accepted ground service in the original packaging; customers must not place fragrance in air mail.
Exchanges
- Exchanges offered
- Not published yet — customer service will confirm this before you order
- Exchange window
- Not published yet — customer service will confirm this before you order
- Exchange postage
- Not published yet — customer service will confirm this before you order
Damaged, wrong or missing items
- Reporting window
- Not published yet — customer service will confirm this before you order
- Evidence needed
- Photographs of the outer carton, packing material and the item are needed to open a claim.
Refunds
- Processing time
- Not published yet — customer service will confirm this before you order
- Refund method
- Refunds are issued to the original payment method.
- Bank posting
- After a refund is issued, the time it takes to appear on a statement is controlled by the card issuer or bank.
Cancellations
- Customer cancellation
- Not published yet — customer service will confirm this before you order
- After dispatch
- Once an order has been dispatched it cannot be cancelled and must be handled as a return.
- Cancellation by Cynosure
- Cynosure may cancel and refund an order in full for pricing or description errors, stock failures, suspected fraud, or when the destination cannot be lawfully served.
- Refused or undeliverable parcels
- Not published yet — customer service will confirm this before you order
How to start
- Email customer service with your order reference and what is wrong.
- Wait for a return authorisation and instructions before sending anything back.
- Track progress from your order history.
Contact
- Customer service: contact@cynosurefragrance.com
- Privacy requests: contact@cynosurefragrance.com
- Accessibility: contact@cynosurefragrance.com
- Copyright / DMCA agent: contact@cynosurefragrance.com
Contact us at contact@cynosurefragrance.com. Our support hours are Monday–Friday, 9 a.m.–6 p.m. Eastern Time.
Where a detail is shown as not published yet, it has not been finalised and customer service will confirm it rather than an estimate being shown here. Back to the legal centre