1. Overview
At Sillage, we take great care in preparing and packaging every order.
Due to the nature of fragrance products and for hygiene and safety reasons, all purchases are non-returnable.
However, if your order arrives damaged or you receive an incorrect product, we will gladly arrange a replacement in accordance with this policy.
2. Non-Returnable Products
All Sillage products are non-returnable once delivered.
We do not accept returns for reasons including, but not limited to:
● Change of mind
● Personal fragrance preference
● Ordered by mistake
● Product no longer required
● Allergic reactions or skin sensitivity
● Opened or used products
● Minor packaging variations that do not affect the product
We encourage customers to carefully review product information before placing an order.
3. Eligible Replacement Requests
A replacement may be approved only if:
● The product was received in a damaged condition.
● An incorrect product was delivered.
● The shipment is confirmed as lost by the logistics partner before successful delivery.
Replacement requests are reviewed individually.
Approval is subject to verification.
4. Reporting Time
Replacement requests must be submitted within 48 hours of the recorded delivery time.
Requests received after this period may not be eligible for replacement.
5. Required Proof
To help us investigate your request, you must provide:
● Order Number
● Clear photographs of the product
● Photographs of the shipping package
● A continuous, unedited unboxing video recorded from the moment the sealed package is opened until the product is fully visible
The video should clearly show:
● the unopened shipping package;
● the shipping label;
● the opening process;
● the condition of the product upon opening. Claims submitted without sufficient evidence may be declined.
6. Review Process
Once your request is received:
● We will review the information provided.
● Additional information may be requested if required.
● You will be informed of the outcome after verification
Sillage reserves the right to decline claims where evidence is incomplete, inconsistent or indicates misuse after delivery.
7. Approved Replacements
If your claim is approved:
● A replacement product will be arranged at no additional cost.
● Sillage may arrange collection of the affected product where required.
● If collection is not required, you may be instructed to safely dispose of the damaged product.
Replacement shipments are subject to normal processing and shipping timelines.
8. Incorrect Product Delivered
If you receive a product different from the one ordered:
● Do not use or open the product.
● Contact Sillage within 48 hours of delivery.
● Provide the required supporting evidence.
Once verified, the correct product will be dispatched.
9. Lost Shipments
If a shipment is confirmed as lost by the logistics partner before delivery, Sillage will arrange a replacement at no additional cost.
10. Situations Not Covered
Replacement requests may not be approved where:
● The reporting period has expired.
● Required evidence has not been provided.
● The product has been intentionally damaged.
● The product has been used before reporting the issue.
● The delivery address provided during checkout was incorrect or incomplete.
● Delivery could not be completed due to the recipient's unavailability.
11. Refunds
Refunds may be issued for orders cancelled before dispatch where applicable. Delivered products remain non-refundable except where required by applicable law.
12. Cancellation of Orders
Orders may be cancelled before they are processed for dispatch.
Once an order enters processing or has been dispatched, cancellation may no longer be possible.
13. Related Policies
This policy should be read together with:
● Terms of Service
● Shipping Policy
● Privacy Policy
● Cookie Policy
14. Changes to This Policy
Sillage may update this Return & Replacement Policy from time to time.
The latest version published on this website will apply.
15. Contact
For questions regarding this policy, please visit our Contact Us page.