Refund Policy

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned.

What items are eligible for returns?

  • Unopened and unused items (with the exception of self-assembled sample sets) may be returned within 14 days without reason.
  • items that have arrived damaged or incorrectly.
  • articles whose quality does not meet the declared specifications (if an article causes an allergic reaction, please contact us).
  • To return a product, it must be unopened and unused. If it is a defective product and the seal is broken, there is a depreciation in value and we cannot refund the entire purchase price.

What items are not eligible for returns?

  • items that need to be hygienic (like makeup) but have a broken seal;
  • gift cards;
  • Items that have been purchased in an OTRO perfume concept store cannot be returned online;
  • Sales products;
  • custom-made sample sets.

Reimbursement

If you paid by credit card or PayPal, the amount paid will be refunded to your account within 14 days. If you paid with an OTRO perfume concept Gift card, you will receive this amount back in the form of an OTRO perfume concept Gift card. The 14 day period begins when you receive the return notice.

You can get a refund of shipping costs for return shipping if an item in your order is damaged, delivered incorrectly, or if you return the order for a good reason. If necessary, email customer service to ship your order, or email your proof of shipping to receive a refund.

Shipping Returns

To return your product, you must send your product by post: OTRO perfume boutique concept Lda., Avenida da Liberdade 166, 1250-146 Lisbon, Portugal.

You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, return shipping costs will be deducted from your refund.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

— Updated on 2023-03-20 by the Data Protection Officer