Refund policy

A quiet promise, held with care.

At Feily, each fragrance is blended slowly, intentionally, and by hand.
Because of this, every bottle carries not just scent, but time, memory, and craft.

We understand, though, that sometimes something may not feel quite right.
If that happens, we’re here to help in a way that feels fair and thoughtful for both sides.

Returns

We accept returns on full-priced items within 14 days of delivery, provided the following conditions are met:

Items must be unused, unopened, and in their original condition and packaging
Due to hygiene and safety, opened or used fragrances cannot be returned
Proof of purchase is required

To request a return, please reach out through our website contact form with:

Your order number
A brief note on the reason

If approved, we will guide you through the return process.

Refunds

Once your return is received and carefully inspected:

Approved refunds will be issued to your original payment method
Please allow 5–10 business days for processing after receipt
Original shipping costs are non-refundable
Return shipping costs are the responsibility of the customer unless the item is faulty

As a small, independent brand, we appreciate your understanding that each return is handled with care on our end as well.

Damaged or Faulty Items

We take great care in packaging each order, but if something arrives not as it should:

Please contact us within 7 days of delivery with:

Your order number
Photos of the item and packaging

We will offer a replacement or full refund, including shipping, where appropriate.

Exchanges

We do not offer exchanges for change of mind.

If your item is faulty or damaged, we will happily replace it with the same product (subject to availability).

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Opened or used fragrances
Items not in original condition
Items returned without prior approval

A Gentle Note on Fragrance

Fragrance is deeply personal.

It can shift depending on:

Skin chemistry
Environment and temperature
Time worn throughout the day

Because of this, we are unable to offer refunds based on scent preference alone.

If you're unsure, we always recommend starting with sampling where available.

Late or Missing Refunds

If your refund hasn’t appeared yet:

Check your bank or card statement
Contact your payment provider, as processing times can vary

If you’re still unsure, reach out and we’ll help look into it with you.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty
We recommend using a tracked shipping method, as we cannot guarantee receipt of returns