Refund policy
Last updated: September 8, 2026
At Osmé Fragrance, we want you to be completely satisfied with your purchase. If you have any concerns about your order or product, our customer support team is here to help.
1. 30-Day Satisfaction Guarantee
We stand behind the quality of our products. If you are not completely satisfied with your purchase within 30 days of delivery, please contact us and we will work with you to find an appropriate solution.
Our satisfaction guarantee may cover:
- Product quality concerns
- Damaged or defective products
- Concerns regarding the fragrance or scent
To submit a claim, please email contact@osmefragrance.com with your order number and a brief description of the issue. Our customer support team will review your request and respond within 24 hours, Monday through Friday.
2. Order Cancellations & Changes
- Within 45 minutes of placing your order: You may request a cancellation or address change by contacting us as soon as possible.
- After 45 minutes: Your order may already have entered our fulfillment process. We will do our best to accommodate your request, but cancellations or changes cannot be guaranteed.
- Once shipped: Orders that have already been dispatched cannot be cancelled or modified.
Please make sure your shipping information is correct before completing your purchase. If an order is shipped to an incorrect or incomplete address provided at checkout, Osmé Fragrance may be unable to issue a refund or replacement.
3. Returns
Due to the personal-care and hygiene nature of our products, we cannot accept returns of products that have been opened or used, except where required by applicable law.
Unopened and unused products may be eligible for a return request within 14 days of delivery, provided that:
- The product has not been opened or used
- The product is in its original packaging
- The product is in resalable condition
- The customer is responsible for return shipping costs
- We recommend using a tracked shipping service when returning an item
Please contact contact@osmefragrance.com before sending any return. Unauthorized returns may not be accepted.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains the wrong product, please contact us within 7 days of delivery.
Please include:
- Your order number
- A clear description of the issue
- Clear photos of the product
- Photos of the packaging and shipping box, if applicable
Once we review the issue, we may provide a free replacement or another appropriate resolution, depending on the circumstances.
If your item arrives damaged or defective, do not dispose of the product or packaging until we have reviewed your claim, as we may need additional information.
5. Lost, Missing, or Undelivered Packages
Package lost in transit
If the shipping carrier officially confirms that your package has been lost in transit, please contact us. Depending on the circumstances, we may offer a replacement or refund.
Package marked as delivered but not received
If tracking shows that your package was delivered but you cannot locate it, please first check:
- Around your property
- With neighbors
- With your building management or reception
- At any designated safe delivery location
- With the shipping carrier
If you are still unable to locate your package, contact us at contact@osmefragrance.com and we will work with you to investigate the delivery.
Delivery timeframes
Please allow the full estimated delivery window to pass before reporting an order as missing.
Typical delivery estimates are:
- Continental United States: 3–6 business days
- Hawaii, Alaska & U.S. Territories: 15–18 business days
- United Kingdom: 3–6 business days
- Canada: 7–14 business days
- Australia: 10–18 business days
- Europe: 7–14 business days
Please note that delivery times are estimates and may vary due to carrier delays, holidays, customs processing, weather, or other circumstances outside our control.
6. Delivery Exceptions
Osmé Fragrance may be unable to provide a refund or replacement when:
- The shipping address provided at checkout was incorrect or incomplete
- The customer refused delivery
- The customer failed to collect the package from a designated pickup location
- Tracking confirms that the package was delivered to the address provided at checkout
If you entered an incorrect address, please contact us as soon as possible after placing your order.
7. Exchanges
We do not currently offer direct product exchanges.
If you would like a different product, you may contact our support team to discuss your options. For eligible unopened products, you may also follow the return process described above.
8. Refunds
If your refund request is approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. The exact timeframe depends on your bank, credit card company, or payment provider.
Osmé Fragrance is not responsible for delays caused by your financial institution or payment provider.
Need Help?
Our customer support team is happy to assist you.
Email: contact@osmefragrance.com
Hours: Monday–Friday, 8:00 AM–6:00 PM EST
Response time: Within 24 hours
When contacting us, please include your order number so we can assist you as quickly as possible.