Refund policy
Return and Refund
Date of Last Update: October 2026
1. Eligibility for Return
1.1 Return window
You may return an Order, or any item within it, for a refund provided the request is made within seven (7) business days of the Delivery Date. Requests received after this period cannot be accepted.
(a) Items must be unopened, unused and in their original packaging, with all seals and closures intact.
(b) All returned goods are examined on receipt. We are unable to issue a refund where the goods show signs of use, or where the packaging has been opened or damaged such that the item is no longer in a resaleable condition.
(c) Where a refund is declined on this basis, we will notify you by email and will arrange for the goods to be returned to you within 28 days of that notification.
1.3 Samples supplied with an order
(a) Each Eau de Parfum or Eau de Toilette order is accompanied by a corresponding trial sample, so that the fragrance may be tried without opening the product itself.
(b) Where you return an entire Order, all complimentary samples supplied with that Order must be returned with it. If a sample is not returned, we are unable to process the return.
(a) Where an Order qualified for a GWP and the value of the Order falls below the GWP qualifying threshold after the return, the GWP must be returned.
(b) The GWP must be in its original condition and original packaging. If the GWP is not returned, we are unable to process the return.
1.5 Faulty, damaged or incorrect goods
(a) If an item arrives faulty or damaged in transit, or is not the item ordered, this must be stated on the Returns Form.
(b) Items falling within this Clause are handled in accordance with Clause 8 (Your Statutory Rights) and are not subject to the unopened condition set out in Clause 3.2.
(c) We may ask you to provide photographs of the item, or to return it, so that it may be assessed.
1.6 Products excluded from return and refund
Personalized or engraved items, and opened fragrances or candles.
2. How to Return an Order
2.1 Complete the Returns Form, clearly indicating:
• your Hong Kong order number;
• your contact information;
• the name and quantity of each item being returned, and the reason for the return.
2.2 Send the completed form to our Customer Care team by email at customercare@diptyque.com.hk.
2.3 Customer Care will arrange a collection through our courier service.
2.4 Prepare your parcel and place the Returns Form inside it before sealing. Returns received without a completed form may take longer to process.
2.5 Hand the parcel to our courier. The courier will provide proof of receipt; please retain it.
2.6 We also encourage you to specify on the Returns Form any information that may help us understand the reason for your return — for example, that the item arrived broken or damaged, or that an incorrect item was supplied.
2.7 Please contact Customer Care with any questions; we will assist you throughout the return process.
3. Refunds
3.1 Processing time
Refunds are processed within 14 business days of our receipt of the returned parcel. Once your refund has been processed, you will receive confirmation by email.
The refunded amount will be credited within a further 2 to 5 business days, being the time required to return the amount to your account. This period may vary and is subject to your bank’s or payment provider’s own processing times.
(a) For security reasons, refunds are issued only to the original payment method used for the Order. No other card, account or payment method can be accepted.
(b) Accordingly, when the Order was placed as a gift, the refund will be made directly to the original purchaser.
(a) Orders for HK$500 or above are shipped free of charge.
(b) A delivery fee of HK$40 applies to orders below HK$500.
(c) Where a return is requested on an order below HK$500, the delivery fee is not refunded.
6.1 Items purchased on the Online Store must be returned through the Online Store. Returns and refunds cannot be processed at Diptyque boutiques or counters.
Customer Care, Diptyque Hong Kong
Email: customercare@diptyque.com.hk
