Thank you for your purchase. We're 100% committed to making you happy not only with our scent but also with our service. However, if you are not completely satisfied with your purchase for any reason, you may return your order within 14 days from the moment you place your order. Note that you can only return items purchased online when making a payment on NEFERLOGNE website. If you made your purchase through a partnered platform then any return will need to be made in accordance with the return/cancellation policy of the partnered platform and cannot be returned directly to us.
Your right to return the goods does not apply to goods made to your specification, or which have been personalized, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery.
Please note that the "Proof Of Unpacking" order when you receive may require if there is any product damage. Customers are responsible for all the fees involved in returning the items. Return packages remain as the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package. The shipping fee and express shipping fee are non-refundable.
Below are the steps to return a product;
1. Simply fill in our contact form through the "Contact Us" section with your order number.
Note that all items must be returned unused, with authentic labels, and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned.
2. You will then be contacted by a member of our team to organize a return of your order.
3. Package your return item in NEFERLOGNE packaging or in a well-padded envelope or box to prevent damage in transit.
Please ensure you receive proof of postage or delivery. We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded.
4. All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. Once we have processed your returns, our customer service will contact you by telephone or e-mail. Your payment for the goods (including the initial domestic delivery charge, but not the additional cost of any international delivery) will be refunded by NEFERLOGNE as soon as possible by the original payment method, no later than 14 working days after we have received the goods.
For domestic shipping, orders will be delivered by DHL, Kerry Express, or Postal.
For national shipping, orders will be shipped by various delivery services, depending on the destination. The shipping fee may vary by destination and the size of your order. Shipping fees and the service provider will be shown upon checkout.
Some cities / areas / countries may require import tax, duties, and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination location. For further details of charges, please contact your local Customs office directly.
We are aiming to have your order dispatched from our facility within 1-3 business days following the day the order was placed.
Once your order has been completed and transferred to a carrier, you will automatically receive an email with your tracking number which can be used to track your order directly online.
Personalized products may take more time.