RETURNS & EXCHANGES
Stores cannot process returns/refunds regardless of where the product was purchased.
For all product returns, we can send you a prepaid shipping label to send it back to us. Should you wish to leave your product in one of our stores, please feel free to do so, but know that your return/refund will be processed by our fulfillment center at a later time. If deemed unreturnable, you will be responsible for retrieving your product at the location you left it.
If you wish to initiate a return, whether purchased in store or online, please email hello@olfactorynyc.com with your order number and the items you wish to return.
Please note, if you are unable or unwilling to send the product back to us you, will not be eligible for any refund or exchange.
CORE PRODUCTS
Unopened core products purchased from Olfactory NYC are eligible for a full refund/exchange (like item for like item) 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; this cost will be deducted from the final credit. The time it takes for the refund to appear in your account may vary depending on your bank and credit card provider.
CUSTOM PRODUCTS
Unused (or very lightly used) custom fragrances are eligible for a partial refund (excluding a $20 disposal fee ($30 for Intense Scents) and shipping costs if applicable) since we are unable to resell your personal scent! All custom products come with one free exchange We want to make sure you love your custom scent therefore, if you are not satisfied with it (within 30 days), we permit one exchange (like item for like item) of a custom fragrance, so you can try again either in studio or online.
Unopened (with the seal intact) custom solid scent pallets are eligible for return/exchange within 30 days.
All other custom products including body products, home diffusers and bulk orders are final sale and not eligible for refund or exchange.
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 ias needed.
SAMPLE BOXES
Explorer boxes are eligible for a full refund according to terms above. Tinkerer boxes are not eligible for returns or exchange. These are put together by our perfumers and once they have been sprayed we cannot restock them.
DEPOSITS
Appointment deposits are not refundable or reschedulable within 24 hours of your visit under any circumstances. To cancel or reschedule your appointment please cancel via the link in your appointment confirmation notifications or with an email to hello@olfactorynyc.com. We cannot cancel over the phone or in person.
SUBSCRIPTION POLICY
Subscriptions require a minimum of two payments before they are eligible for cancellation. After the second payment has been processed, you may cancel at any time before your next billing date. Please ensure you review your subscription terms before starting to avoid any misunderstandings.
Cash sales are final and cannot be returned or refunded. Products bought with cash in store can be exchanged in accordance with terms above
Common questions
Everything you need to know before you start.
3–5 business days to process back to your original payment method.
Yes, as long as your order hasn't shipped yet. Email hello@olfactorynyc.com we'll cancel and refund in full. Refunds take 3–5 business days to appear on your original payment method.
Once an order has processed or shipped, we can't make changes directly.
Yes, as long as your order hasn't shipped yet! Email hello@olfactorynyc.com with the new address ASAP and we'll update it. You'll get a confirmation when your package ships.
It's normal for a fragrance to evolve slightly over time. You may notice some differences between an older bottle and a newly filled one, particularly during the first few weeks as the fragrance settles and matures.
That said, if your scent smells significantly different from a previous order and you believe it may have been filled incorrectly, we're happy to investigate. We can provide a prepaid shipping label so you can send the fragrance back to us for evaluation. Once received, our in-house perfumer will review the formula and determine whether an error occurred during production.
For full details, please see our Returns & Exchanges policy.
We offer one free exchange per custom scent within 30 days of purchase — bring your scent back to a studio (or send it back) and we'll exchange it for another blend you'd prefer. If you'd rather return for a refund, we offer a partial refund excluding a $17.50 disposal fee for EDP and $20 for intense and shipping, since we can't restock custom scents. Full policy: olfactorynyc.com/pages/returns-exchanges.
Sorry about that shipping and handling are sometimes outside our control. Send us a photo of the broken/damaged item(s) at hello@olfactorynyc.com and we'll resolve it as quickly as possible.
USPS gets overwhelmed during the holidays, leading to delays and tracking inaccuracies. If it's been more than 12 days since your order and your package still hasn't arrived, you can place a new order with overnight shipping to ensure on-time delivery — once the 20-day window lapses on the original, we'll refund the original and the priority shipping. If the original arrives during that window, you can return it for a full refund. Not perfect, but it gets the gift there on time.
USPS considers a package officially lost 20 days after shipment. If you haven't received your order by 20 days from the ship date, we can file a claim for a full refund or send a replacement your choice. Reply to your order email and we'll start it.
USPS sometimes marks orders delivered up to a day or two early. Check in and around the area you usually receive mail (the box is small and may have been placed with regular mail). If it still hasn't arrived after 3 business days, email us at hello@olfactorynyc.com and we'll coordinate with the carrier. Your local post office can also contact the postal worker who made the rounds.
Most people complete all three steps in 10–15 days, though you can take as long as you like. There's no expiry on your credits — great scent is worth taking the time to find.
Free U.S. ground shipping on orders over $100 and on sample boxes. We only ship in the U.S. currently.
Orders typically ship within 3–5 business days. Engraved fragrances require an additional 3–4 business days for processing. You'll receive a shipping confirmation email with tracking information once your order leaves our studio.