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Returns, made simple

Not the right scent? No problem. Here's exactly how returns, exchanges, and refunds work at New York Fragrance Supply.

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Day return window
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% authentic, always
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Business days to refund
01

How a return works

1

Start your return

Head to Track Order & Returns and enter your order number and email, or contact us within 30 days of delivery.

2

Get your return authorization

We'll review your request and email you a return authorization with the return address and instructions — usually within one business day.

3

Pack it up

Place the item back in its original packaging — sealed, unopened, and in the condition you received it — along with your order number.

4

Ship it back

Send the package with the carrier of your choice. We recommend a tracked service — hold onto your tracking number until the refund is complete.

5

Receive your refund

Once your return arrives and passes inspection, your refund is issued to the original payment method within 5 business days.

02

What's eligible

We happily accept
  • Unopened items with the factory seal and cellophane intact
  • Items in their original, undamaged packaging
  • Returns started within 30 days of delivery
  • Items that arrived damaged or incorrect (we'll make it right — see claims below)
We can't take back
  • Opened, used, or tested fragrances — for hygiene and authenticity reasons
  • Items with broken seals or missing packaging
  • Final-sale, clearance, and subscription box items
  • Returns started after the 30-day window
03

The details

Refunds & processing time
Refunds are issued to your original payment method within 5 business days of your return passing inspection. Depending on your bank or card issuer, it may take an additional 3–10 business days for the credit to appear on your statement. Original shipping charges are non-refundable unless the return is due to our error.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery with your order number and clear photos of the item and packaging. We'll send a replacement or issue a full refund — including shipping — at no cost to you. Start a claim at Track Order & Returns.
Exchanges
The fastest way to exchange is to return your eligible item for a refund and place a new order for the fragrance you want. That way your new scent ships right away instead of waiting on the return to process.
Return shipping costs
For standard returns (change of mind), return shipping is paid by the customer. If we sent the wrong item or your order arrived damaged or defective, we cover return shipping in full.
Wholesale & reseller orders
Wholesale and reseller box orders have their own return terms. Please reach out to our team at info@newyorkfragrancesupply.com before returning any wholesale order so we can walk you through the process.

Ready to start a return?

It only takes a minute — have your order number handy.

Track & Returns Contact us

Questions? Email info@newyorkfragrancesupply.com or call +1 (917) 892-2495 — Mon–Fri, 9am–6pm ET.