Return policy

1) CANCELLATION

Cancellation of an order is possible only within six hours of having placed it, provided the status of the order appears as "payment accepted".
If you wish to do so, log in and go to your personal area by clicking on the customer account icon in the top right corner of the page, then continue to "order history and details", and proceed to the "cancel my order" button.

2) SAMPLE ORDERS

All sales of samples are final. Xerjoff is unable to accept sample returns.

3) PRODUCT ORDERS

If for any reason you are not satisfied with your order, we are happy to offer a refund, exchange or replacement.

Returned items must be in their original, unopened, unused and undamaged packaging (including unopened cellophane wrap). Shipping costs must be paid by the customer.

In order to receive authorization and approval for a return, please email customer@xerjoff.com within 14 days after receiving the order.

Make sure to enclose the completed withdrawal form, which you can download here.

Once your return is authorised, our customer service team will provide a prepaid return label. Returns will only be accepted via this procedure as Xerjoff cannot guarantee the safety of the perfume flacons with anyone other than our approved couriers.

Personalised items cannot be accepted for return, unless there is a manufacturing error or product defect.

4) DAMAGED OR DEFECTIVE PRODUCTS

Upon accepting the delivery, the purchaser must verify that the package is intact, undamaged and without any sign of tampering.

If you receive a product which has been damaged during delivery or appears to be faulty, please report it within two days of delivery, by contacting the customer care team at customer@xerjoff.com.

A complaint will be filed for damages, theft or other malpractice, in order to ascertain the courier's liabilities and verify the presence and entity of damages incurred during delivery.

Photographic evidence of such such damages should also be provided in the email sent to the above-mentioned customer care email address. 

The returned item will be carefully examined in order to determine, at our reasonable discretion, whether a product claimed to be damaged or defective was actually damaged or defective when originally delivered to you.

Please do not destroy or throw away any product, even if you suspect it to be faulty, before you have spoken to customer care. Doing so may affect any refund or replacement that you may be entitled to.

5) ORDERS OUTSIDE OF THE EUROPEAN UNION

The right of withdrawal does not apply to consumers who, at the time of the conclusion of the contract, do not belong to any member state of the European Union and whose sole domicile and delivery address are outside the European Union.

6) MORE INFO:

Pursuant to Art. 55 of the Consumer Code, the purchaser will not be entitled to the right to withdraw in the following cases:

  • The supply of tailor-made and customized goods.
  • The supply of goods that by their nature cannot be returned without the risk of accelerated deterioration or perishability.

The right to withdraw is not applicable to natural persons or legal entities acting for commercial purposes or for purposes related, directly or indirectly, to their business activities.

In order to exercise the right to withdraw, the purchaser must inform the supplier within 14 days after receiving the order. This communication must be sent via email to customer@xerjoff.com, and must contain the completed withdrawal form, which you can download here.

If applicable, the right to withdraw is allowed under the following conditions:

  • The right to withdraw can only be exercised on the order as a whole, as opposed to a single part of the purchased goods; this means that the sample kit must also be returned. If the perfumes from the sample kit, personalised or standard, have been opened and used, the price of the sample kit will be deducted from the final refund amount.
  • The purchased product must be returned intact and in the original package, complete in all its parts, including the packaging and the accompanying documentation.
  • The supplier will not be held responsible for any damage, theft or loss of goods not returned with registered postage.
  • On being returned to the supplier’s warehouse, the returned product will be carefully examined to verify any damage or tampering not attributable to the delivery.
  • The supplier will refund the purchaser for the full amount within 14 days, minus the costs that may have been incurred for the restoration of the product in the process of the ascertainment of damages.

The right to withdraw will not apply if the product is not returned intact (both in the packaging and its contents), in other words, if the supplier certifies:

  • The absence of external or internal packaging.
  • The absence of integral parts of the goods.
  • The absence of the label attached to the product.
  • Any damage done to the product.

If the right to withdraw is not applicable, the supplier will return to the purchaser the purchased product, charged with the postage costs, without refunding the product’s value.

Unauthorized returns, or goods returned in makeshift packaging, will not be accepted under any circumstances. Moreover, no return of perishable products will be authorized or accepted.

The procedure for the replacement of a product, or one of its parts, will be activated only if any of the following conditions take place (except in case of lack of conformity covered by Art. 128 and ff of the Consumer Code):

  • If a product different to the one chosen by the purchaser has been incorrectly delivered by the Supplier. In case of such oversight, the purchaser must not open the package and must report the issue to Xerjoff Group S.P.A via the "contact us" page of the website, or via email at customer@xerjoff.com.

In the case that the purchaser wishes to exercise the right to withdraw or request the replacement of a product, they must contact customer@xerjoff.com to receive authorization and approval before returning it.

  • In this case. it is also necessary for the purchaser to prepare the following documents and data:
  • Original invoice (including order number, invoice number, customer code).
  • In case of partial withdrawal, the product code together with the invoice.
  • Indication of whether the purchaser prefers to claim a full refund or a replacement of the product.

In case of withdrawal:

  • The product must be returned to the courier in its original packaging.
  • The product must not be used.
  • The product must still have its label attached.
  • If more than one product is returned, they must be sent back in a single package.

If all these conditions are observed, the purchaser is requested to inform the supplier within 14 days whether he or she is claiming for a replacement of the product or a full refund, to be paid by means of the same method of payment employed for the purchase.