Returns & Exchange Policy
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Your Satisfaction Matters
At Desir de Luxe, every order is carefully checked and packed before it leaves our hands. We want you to receive your parfum in perfect condition and enjoy the experience from the moment it arrives.
Because fragrance is a personal and hygiene sensitive product, we have established the following Returns & Exchange Policy to ensure a fair experience for both our customers and our brand.
When Can You Request a Return or Exchange?
You may request a return or exchange within 7 days of receiving your order if:
- You received the wrong parfum.
- Your parfum arrived damaged, broken, or leaking.
- Your order is defective or incomplete.
- You received an item different from what you ordered.
For damaged, defective, leaking, or incorrect orders, please contact us within 24 hours of delivery so that we can resolve the issue promptly.
Condition of the Product
To be eligible for a return or exchange:
- The parfum must be unused and unopened.
- The original seal must remain intact.
- The bottle must be in its original packaging.
- The product must not show signs of use, spraying, damage, or tampering.
- The original box and included items must be returned with the product.
Due to hygiene and product-safety considerations, opened or used parfums cannot be returned or exchanged.
Change of Mind & Fragrance Preference
We understand that choosing a fragrance online can be personal. However, returns or exchanges are not accepted simply because:
- You do not like the scent after opening it.
- The fragrance smells different on your skin than expected.
- You changed your mind after opening the product.
- You prefer another fragrance after trying it.
We encourage you to explore our fragrance descriptions and Discover Set before purchasing a full size parfum if you are unsure which scent suits you.
Damaged or Incorrect Orders
If your order arrives damaged, leaking, defective, or incorrect, please contact us within 24 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your Order Number
- Clear photos of the product and packaging
- A short unboxing video, if available
Our team will review the claim and, once approved, arrange an appropriate resolution. Depending on the situation, we may offer:
- A replacement of the affected product, or
- A refund where a replacement is not possible.
If the issue occurred due to our error or damage during delivery, Desir de Luxe will cover the applicable return/exchange shipping cost.
Exchange for Another Parfum
If an eligible unopened product qualifies for an exchange, you may request another parfum of equal value, subject to availability.
- If the replacement parfum has a higher price, you will be required to pay the difference.
- If the replacement parfum has a lower price, the difference may be provided as store credit or refunded, depending on the circumstances.
Only one exchange request is permitted per order/item.
Return Shipping
For returns or exchanges resulting from:
- Wrong product delivered
- Damaged product
- Defective product
- Leakage caused during transit
Desir de Luxe will cover the applicable return shipping cost.
For any eligible return requested for reasons other than an error on our part, the customer may be responsible for return shipping charges.
Please do not send any product back without receiving confirmation from our team first.
Refunds
Once your returned product reaches us, it will be inspected to confirm that it meets the conditions of this policy.
If your refund is approved, it will be processed within 5–7 working days after the returned product has been received and verified.
For Cash on Delivery (COD) orders, refunds may be processed through a bank account or supported digital payment method after the necessary details are provided.
Please note that the time required for the funds to appear in your account may vary depending on your bank or payment provider.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Opened or used parfums
- Products with broken seals
- Products without original packaging
- Products damaged through customer misuse or mishandling
- Items that have been sprayed, decanted, or tampered with
- Promotional or final-sale items, where specifically stated
- Discover Sets or sample products, unless received damaged or incorrect
How to Request a Return or Exchange
Simply contact our Customer Care team through:
WhatsApp: 0306 2922767
Email: desiredeluxe007@gmail.com
Please include:
- Order Number
- Name
- Reason for Return/Exchange
- Photos/Video
Our team will review your request and provide the next steps.
Important Note
Desir de Luxe reserves the right to refuse a return or exchange if the product does not meet the eligibility requirements outlined above. All return and exchange requests are subject to inspection and approval.
This policy applies to orders delivered within Pakistan.
Need Help?
We're here to make your fragrance experience as effortless as possible. WhatsApp us for quick assistance or email our Customer Care team.