Refund policy
Last updated: 15 May 2026
At Decant, every order is hand-poured with care and shipped with attention to detail. We want you to be completely happy with your purchase, and if anything isn't right, we're here to make it right.
Please read our policy carefully before placing your order, as the nature of fragrance products means returns are handled differently from typical online purchases.
1. Why Decants Cannot Be Returned
Due to the deeply personal and sensitive nature of fragrance, opened decants cannot be returned, exchanged, or refunded once they have been used or unsealed.
This is consistent with international hygiene standards and industry practice. Once a fragrance bottle has been opened or sprayed, it is considered used and cannot be resold for safety and authenticity reasons.
We strongly recommend starting with a 5ml decant if you're trying a fragrance for the first time. It allows you to explore the scent fully without committing to a larger size.
2. When We Will Replace or Refund Your Order
We will replace or refund your order in the following situations:
If your order arrives damaged: If your decant arrives broken, leaking, or otherwise damaged during transit, we will send a free replacement at no extra cost.
If your order is incorrect: If you receive a fragrance, size, or item different from what you ordered, we will send the correct item promptly at our expense.
If your order is missing items: If part of your order is missing, we will dispatch the missing items as soon as possible after verification.
If your order does not arrive: If your order has not been delivered within a reasonable time after dispatch, we will investigate with our courier partner and either resend your order or issue a full refund.
3. How to Request a Replacement or Refund
To make a claim, please contact us within 48 hours of delivery with the following information:
- Your order number
- A clear photograph of the issue (damaged packaging, leakage, incorrect item, etc.)
- A brief description of the problem
You can reach us by emailing hello@decant.ae or through our contact form.
We aim to respond to all claims within 24 hours and resolve them within 3 business days.
4. Refund Processing
Approved refunds are processed back to the original method of payment. Please allow:
Credit and debit cards: 5 to 10 business days, depending on your bank
Apple Pay: 5 to 10 business days
You will receive an email confirmation once your refund has been processed. If you do not see the refund within the expected timeframe, please contact your bank before reaching out to us, as some processing delays are beyond our control.
5. Order Cancellations
If you wish to cancel an order, please contact us as quickly as possible after placing it.
Before dispatch: Orders that have not yet been packed or shipped can usually be cancelled and fully refunded.
After dispatch: Once an order has been handed over to our courier, it cannot be cancelled. You may, however, refuse delivery, in which case the order will return to us, and a refund (less any shipping costs) will be processed.
6. Lost or Delayed Orders
While we work with reliable courier partners, occasional delays can occur. If your order has not arrived within 7 business days of dispatch:
1 - Check your tracking link for the latest status
2 - Contact us with your order number
3 - We will work with the courier to locate your parcel
4 - If the parcel cannot be located, we will resend your order or issue a full refund
7. Returns Due to Customer Error
If an order is undeliverable due to incorrect address details, refused delivery without a valid reason, or repeated failed delivery attempts:
- The order may be returned to us at the customer's expense
- A refund may be issued, less the original shipping cost and any return shipping fees charged by the courier
- Reshipment is available upon payment of new shipping fees
Please double-check your shipping address and contact details before completing checkout.
8. International Orders
We currently ship within the UAE only. International shipping is not yet available. Once international delivery is launched, returns and refunds for international orders will be governed by a separate policy, which will be made available on our website.
9. Promotional and Discounted Items
Items purchased with promotional discounts, sale codes, or as part of bundled offers are subject to the same return policy outlined above. Refunds for items purchased with a discount will reflect the discounted price paid.
If a promotional code is applied incorrectly or fails at checkout, please contact us before placing the order. We cannot retroactively apply codes after purchase.
10. Gift Orders
If you have received a Decant order as a gift and the item is damaged, leaking, or incorrect, please ask the original purchaser to contact us with their order number. We can only process replacements or refunds through the original buyer, but we will work to resolve any issues quickly.
11. Changes to This Policy
We may update this Return and Refund Policy from time to time. The most current version will always be available on our website with the "Last updated" date at the top.
By placing an order with Decant, you acknowledge that you have read, understood, and agreed to this policy.
Get in Touch
We genuinely care about every customer experience. If something hasn't gone right, or if you have any questions about this policy, please reach out:
Email: hello@decant.ae
Contact form: contact
Response time: Within 24 hours, Monday to Friday
We're real people, and we'll always do our best to make things right.