Refund and Returns Policy

We want you to be completely satisfied with your purchase. Please read our Returns & Refund Policy carefully, as it outlines your rights and our procedures for returns and refunds. We pack each parcel with great care but if something goes awry, here’s what you need to know

If Your Order Arrives Damaged

My order arrived damaged, what can I do?

We take great care when packing your perfume choices (we may even go a little overboard with the bubble wrap). But if something does go wrong in transit, don’t worry – we’re here to help!

We know how disappointing it can be to receive a damaged item, so we’ve made the process as simple as possible. All you need to do is:

  • Take clear photos of the damage and packaging

  • Email us at help@portofaccord.com within 48 hours of delivery

  • Include your order number and a short description

We’ll assess and offer a replacement, store credit, or refund depending on the situation and what’s in stock

What Can Be Returned?

We accept returns on full, unopened bottles of perfume as long as:

  • They’re in their original packaging

  • Completely unused

  • Returned within 14 days of delivery

  • Still sealed (perfume packaging not opened)

We do not accept returns or refunds for:

  • Samples

  • Decants (or any custom-filled smaller portions from larger retail sized bottles)

These are personal and made to order. They are therefore non-resalable and are exempt from return under UK and EU law. Thank you for understanding

UK Customers

  • You have 14 days from receiving delivery to start a return on eligible items

  • Returns must be unused, sealed, and in perfect condition

  • You are responsible for return postage (unless the item was faulty or sent in error)

To start a return:

  • Email us at help@portofaccord.com with your order number and reason

  • Wait for confirmation and return instructions

  • After we approve your return, please post it back within 14 days of our confirmation (this is separate from the initial 14 – day window you had to notify us)

Once we receive and inspect the returned item, we’ll process your refund within 5 working days.

EU and International Customers

Under the EU Consumer Rights Directive, you’re entitled to cancel and return eligible items (unopened, unused, sealed) within 14 days of receiving them.

However, perfume is classified as a restricted item under international postal regulations. Most EU postal services do not allow private individuals to send perfume internationally (including returns to the UK), due to its classification as a flammable liquid.

Because of this, while your statutory right to cancel remains, in practical terms, we generally are not able to accept returns from the EU, unless the item is damaged or incorrect.

If your order arrives damaged, we will absolutely honour your rights – just contact us within 48 hours with photo evidence.

 
If You Can Return Your Parcel Despite Restrictions

If you’re able to return your parcel legally and safely (e.g. via a courier who accepts perfume as Dangerous Goods), you’re welcome to do so but please take care to avoid unnecessary customs charges.

Before sending your parcel:

  • Email us at help@portofaccord.com with your order number and reason
  • Wait for confirmation and return instructions
  • Clearly write on the outside of the package (near the address label):

RETURNED GOODS – NO COMMERCIAL VALUE

 

If you’re completing a CN22 or CN23 customs declaration, please:

  • Tick “Other” as the reason for export
  • Set the item value to £0.00 or mark it as a return
  • In the description box, write:

RETURNED COSMETICS – NO COMMERCIAL VALUE

 

If your parcel is not clearly marked, UK customs may treat it as a new import and charge VAT or handling fees – which will be deducted from your refund.

You can read more about marking international returns here.

Refund Timeline

Once your eligible return is received and approved:

  • Refunds are processed within 3 working days

  • Refunds will be issued to your original payment method

  • This usually takes 3 – 5 business days, depending on your bank

  • You’ll receive a confirmation email when your refund is processed