Shipping & Returns

01Free samples

Samples are free. You pay only the cost of shipping them, which we calculate from your country and the number of vials and show before you pay. The charge is based on published USPS retail postage for the envelope, with no handling fee or markup. Samples are not returnable. If a sample parcel is lost in transit or arrives damaged or leaking, contact us within the time limits in Section 7 and we will resend it if stock allows or refund your shipping charge. If we cancel a sample request, we refund the shipping charge in full.

The rest of this policy applies to sample parcels and, once they launch, to full-size orders.

02Processing

Orders are usually packed and handed to the carrier within 1 to 2 business days (Monday to Friday, excluding U.S. public holidays). During launches and new releases, processing may take longer; we will tell you if it does. You will receive a shipping confirmation with tracking when your order leaves us. Delivery times shown at checkout are carrier estimates and are not guaranteed.

03Shipping in the U.S.

The shipping cost for every order is shown before you pay. U.S. sample parcels usually travel by USPS Ground Advantage.

Because fragrance is classified as a flammable material for transport, most U.S. orders travel by ground service. Deliveries to Alaska, Hawaii, U.S. territories and APO/FPO/DPO addresses may take longer, may cost more, or may not be available for every product.

04International shipping

We ship to many countries worldwide. Available destinations and shipping costs are shown at checkout. Some destinations are unavailable because carriers or local laws restrict the shipment of flammable goods, and we may decline to ship to any destination.

Duties and taxes. International orders may be subject to import duties, taxes (such as VAT or GST) and customs or brokerage fees charged by the destination country. Where we collect these at checkout, the amount is shown before you pay and you will not be charged again on delivery. Otherwise, these charges are the recipient’s responsibility and are payable to the carrier or customs authority, and we cannot predict or control them.

Customs. We declare all shipments accurately and at their actual value, as the law requires, and cannot mark orders as gifts or under-declare their value. Customs inspections can delay delivery and are outside our control.

Refused or unclaimed parcels. If an international parcel is refused, or returned because duties or fees were not paid or it was not collected, we will refund the product price once the parcel is back with us, less the original shipping charge and any return shipping, duties or fees charged to us. If the carrier destroys or abandons the parcel instead of returning it, as some carriers do with flammable goods, no refund is due.

05Why fragrance ships differently

Perfume contains alcohol, which carriers treat as a dangerous good. We package and label every shipment to comply with carrier and transport rules, which means air shipping is limited and some routes are slower. These same rules apply to returns, which is why we ask you to contact us before sending anything back.

06Addresses & failed delivery

Please check your shipping address carefully. We are not responsible for orders delayed, lost or returned because of an incomplete or incorrect address. If a parcel is returned to us as undeliverable, we can re-ship it once you pay the new shipping cost, or refund the product price less the original shipping and any return charges.

If tracking shows a parcel as delivered but you cannot find it, please check with neighbours and your local carrier office, then contact us within 14 days of the delivery date. We will help you file a claim with the carrier. Unless the law of your country provides otherwise, risk in the parcel passes to you on delivery to your address, as set out in our Terms.

07Damaged, missing or wrong items

If your order arrives damaged or leaking, or contains the wrong or missing items, contact us within 7 days of delivery with your order number and photos of the product and packaging. We will send a replacement or, if a replacement is not available, a refund, at no cost to you. We may ask you to keep the packaging for a carrier inspection, but we will not ask you to return a damaged item unless the carrier requires it.

If a parcel has not arrived within 14 days after its estimated delivery date (30 days for international orders), contact us and we will investigate with the carrier and, if it is lost in transit, replace it or refund you.

08Changes & cancellations

Contact us as soon as possible if you need to change or cancel an order. We can change or cancel an order only before it has been handed to the carrier. Once it has shipped, please follow the return process below.

09Returns

You may return full-size and travel-size products within 30 days of delivery for a refund if they are unopened, unused and in their original sealed packaging. For health and hygiene reasons, we cannot accept returns of products that have been opened, unsealed, sprayed or used, except where they are defective, damaged in transit, or not as described.

Free samples cannot be returned, because they are intended to be opened and tried; see Section 1for lost or damaged samples and our Terms for the sample program.

We do not offer direct exchanges. To swap a code, return the unopened product under this policy and place a new order.

We strongly recommend trying a sample before buying a full-size bottle. A fragrance not suiting you, or a skin reaction to an opened product, is not a reason we can accept an opened return, but please always tell us about any reaction so we can record and investigate it.

10How to return

1. Contact us through support@maunseen.com within 30 days of delivery, with your order number and the items you want to return.
2. We will confirm whether the items are eligible and send return instructions. Because of the shipping rules for fragrance, returns must be sent by ground service with the correct labelling; we may provide a label and deduct its cost from your refund.
3. Pack the products securely in their original sealed packaging and ship them within 14 days of our approval.

Unless the return is because of our error, a defect or damage in transit, you are responsible for the cost of return shipping, and the original shipping charge is not refundable. We cannot accept parcels sent without prior approval, and we are not responsible for returns lost in transit, so please use a tracked service. Returns from outside the United States may not be possible by post because of carrier restrictions on flammable goods; where that is the case, we will tell you and discuss alternatives.

11Refunds

Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. Refunds cover the amount you actually paid for the returned products, excluding original shipping (unless the return is because of our error) and any duties or taxes that cannot be recovered from customs authorities. Products returned opened, used or damaged in a way not caused by us may be refused and sent back to you at your cost, or refunded only in part where the law allows.

12EEA & UK right of withdrawal

If you are a consumer in the European Economic Area or the United Kingdom, you have the right to withdraw from your purchase within 14 days of the day you (or a person you name) receive the products, without giving a reason. To exercise it, send us a clear statement of your decision through support@maunseen.com before the 14-day period ends. You may use the wording: “I hereby give notice that I withdraw from my contract for the sale of the following goods: [products], ordered on [date] / received on [date], name, address, date.”

You must send the products back within 14 days after telling us, and you bear the direct cost of returning them. We will refund all payments received from you, including the cost of standard delivery (but not any extra cost of a faster delivery method you chose), within 14 days after we receive your notice, though we may wait until we have received the products back or you have provided proof of sending them, whichever is earlier. We will use the same payment method you used, unless you agree otherwise. You may be liable for any reduction in the value of the products caused by handling beyond what is necessary to establish their nature and characteristics.

Exception for sealed products: the right of withdrawal does not apply to sealed products that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This applies to our fragrances once their seal or cellophane has been opened.

These rights are in addition to your statutory rights if a product is faulty or not as described, which are not affected by this policy.

13Contact

For anything about an order, shipping or a return, reach us through support@maunseen.com. Please include your order number. O3 Holdings LLC, operating as MA.