Refund policy
30-day free returns
If you change your mind, you can return any unopened, unused item in its original packaging within 30 days of delivery for a full refund. Returns are free — we send you a prepaid return label.
How to return an item
- Email sales@williamalexander.co.uk with your order number and the item(s) you'd like to return.
- We'll email you a free return label and instructions.
- Pack the item securely in its original packaging and send it back within 14 days of contacting us.
Please contact us before sending anything back so we can issue your label — parcels sent without one can be difficult for us to trace.
What can be returned
- Reed diffusers, diffuser refills, reed sticks, candles and Eau de Parfum can be returned if they are unopened, unused and in their original packaging.
- For safety and hygiene reasons we can't accept returns of items that have been opened or used — for example a diffuser that has had its seal removed or reeds added, a candle that has been lit, or an Eau de Parfum whose seal or wrap has been broken.
- Gift cards are non-refundable.
Damaged, faulty or incorrect items
Please check your order when it arrives. If anything is damaged, leaking, faulty or not what you ordered, email us within 30 days with a photo and we'll send a free replacement or a full refund — you won't need to return an opened item in this case unless we ask.
Refunds
Once your return arrives and has been checked, we'll email you and refund your original payment method, normally within 5 working days. Your bank or card provider may take a few extra days to show it.
Exchanges
The quickest way to swap a scent is to return the original item for a refund and place a new order.
Your statutory rights
This policy is in addition to, and does not affect, your statutory rights under UK consumer law, including your right to cancel an online order within 14 days of delivery.
Questions? Email sales@williamalexander.co.uk.