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Return to shopReturns + Exchanges
At FragStop Fragrances we want you to be satisfied with your purchase. If something isn’t right, we are happy to assist with returns or exchanges in accordance with the policy below.
Return Window
You may request a return within 7 days of receiving your order.
To be eligible for a return, items must:
- Be unused
- Be in their original packaging
- Be sealed and unopened
Be in the same condition as when received
Products that have been opened, used, or damaged after delivery may not be eligible for return unless they are defective.
Returns for Defective or Damaged Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Photos of the product
- Photos of the packaging
Once verified, we will arrange one of the following at our discretion:
- A replacement product
- An exchange
- A full refund
If the item is confirmed defective or incorrect, FragStop Fragrances will cover the return shipping cost.
Returns for Change of Mind
If you would like to return a product for any reason other than a defect:
- The product must be unused and unopened
- The item must be returned within 7 days of delivery
- Return shipping costs are the responsibility of the customer
Original shipping fees paid on the order are non-refundable.
Returns Method
Approved returns must be sent by courier or post.
Once your return request has been approved, our support team will provide:
- The return address
- Instructions for packaging the item
- Any additional return instructions
For your protection we recommend using a tracked courier service, as FragStop Fragrances cannot be responsible for returns lost in transit.
Return Address
Returns should not be sent without approval.
Once your return request is approved, the return address will be provided by our support team.
Returns sent without prior approval may not be accepted or processed.
Exchanges
We offer product exchanges where stock is available.
If you would like to exchange an item:
- Contact us with your order number.
- Once approved, return the original item.
- After the returned product is received and inspected, the replacement item will be shipped.
If the replacement item has a price difference, we will advise on any additional payment or refund required.
Restocking Fees
FragStop Fragrances does not charge restocking fees on eligible returns.
Refund Processing
Once the returned product has been received and inspected, refunds will be processed within 10 business days.
Refunds will always be issued to the original payment method used for the purchase.
Depending on your bank or payment provider, it may take an additional 3–10 business days for the funds to appear in your account after the refund has been issued.
Non-Returnable Items
The following items cannot be returned:
- Products that have been opened or used
- Products without original packaging
- Products returned after the 7-day return window
- Items damaged due to misuse after delivery
How to Request a Return
To request a return or exchange, please contact our support team:
Email: support@fragstop.co.za
Telephone: +27 76 395 1461
Website: https://fragstop.co.za
Please include:
- Your order number
- The product name
- The reason for the return
Our team will guide you through the next steps.