Client Care
Returns &
14-Day Withdrawal
Change of mind, or something not quite right — both are handled personally. Returns are free of charge where the fault is ours, and every request is answered by a person within one working day.
The return policy, in full
Your right of withdrawal
You may withdraw from your purchase within 14 days of receiving your order — no reason needed. The 14 days begin the day you, or a person you appoint, take physical possession of the goods.
Eligibility
Products must be unused, unopened and complete: all original seals, cellophane and protective films intact, the presentation box undamaged, and any included accessories returned. For hygiene and authenticity reasons, fragrances that have been sprayed or opened cannot be accepted. Gift cards, being digital, are excluded from withdrawal once issued.
How to request a return
Use the Start a Return panel above with your order number and email, or write to us with your order number before the 14 days expire. We confirm receipt and provide return instructions — including the return address and any collection label — within one working day. Please do not return anything until we have confirmed the instructions.
Packaging your return
Return the item in its original presentation box, protected inside an outer carton. A flacon that arrives damaged in transit because it was loosely packed may be refused; the presentation box is part of the product. Keep proof of posting until your refund is complete.
Return costs
For a change-of-mind withdrawal, the return postage is at your cost unless we state otherwise in writing. Where an item arrived damaged, incorrect or missing, the return is entirely at our cost — we arrange and pay for collection. Return postage is never charged for items that fail our authenticity guarantee.
Inspection and confirmation
Returns are inspected within three working days of arriving at our fulfilment. We check the seals, condition and contents against the order and email you the inspection outcome. If a return cannot be accepted, we explain why and either return the item to you or, where a partial deduction is lawful, state exactly what is deducted and why.
Refunds
Accepted refunds are assessed against the original transaction currency and amount, with gift-card credit restored in its original units. Our current payment gateway does not offer automatic EUR or USD refunds to the original card. Client care must arrange a lawful refund with your express agreement; no substitute currency or cryptocurrency payout is issued automatically. Statutory withdrawal rights and refund deadlines are unchanged.
Damaged or incorrect items
If a flacon arrives damaged or an item is missing or incorrect, tell us within 48 hours of delivery with your order number and photographs of the parcel and contents. We replace or refund at our cost, with the return collection arranged by us. Nothing needs to be returned until we have instructed you.
Client care
Questions about a return? Write to info@join-ct.com — we reply within one working day.
Last updated: October 2026 · join-ct.com
