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    Our Customer Care Team is at your service. For assistance, please contact us via email, phone, or instant message. We are available to respond to your enquiries +44 (0)808 501 5907, open from 9am to 6pm Monday to Friday and from 9am to 4pm on Saturdays. (excluding public and bank holidays).

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    What is your return and exchange policy ?

    If you have purchased via diptyqueparis.com:

    Free Returns

    We hope you love your order. If not, we offer free returns for all online purchases.

    You can return your full order or selected items for a refund, provided the conditions below are met.

    Return Conditions

    • Items must be returned within 28 days of delivery.
    • Items must be unused and in their original packaging, with all labels attached.
    • We cannot refund items that show any signs of use, including opened packaging.
    • If returning your entire order, any Gift with Purchase received through a promotion must also be returned.
    • Personalised, engraved, custom-made, perishable or hygiene-sensitive items cannot be returned once opened.

    How to Return Your Order

    1. Start Your Return

    Begin by visiting our Returns Portal.

    Only delivered items and items within the 28-day window will be eligible. Items outside this period will appear greyed out and not be eligible for return.

     

    2. Receive Your Label

    Once your return is submitted, you will receive:
    • A printable Royal Mail return label, or
    • A QR code to show at any Post Office if you prefer a printer-free return.

     

    3. Prepare Your Parcel

    • Complete the Returns Form included with your order and place it inside the parcel.
    • Pack your items securely in the original packaging or in a sturdy box.
    • Attach your printed label or present your QR code at the Post Office for label printing.

     

    4. For Fragrance Returns

    If you are not using the original shipping box and you are returning a liquid item, you must attach an ID8000 “Perfumes” label.
    This label is included in your return confirmation email, and Post Offices can provide one if needed.

     

    5. Send Your Parcel

    • Drop off your parcel at any Post Office.
    • Keep your proof of postage, as it will be needed if your parcel is delayed or lost in transit.

     

    Refunds

    • Refunds are processed to your original payment method within 14 days of receiving your return (provided the return was made within 28 days of delivery or you submitted a cancellation request during that period).

    Faulty or Damaged Items

    • If your item is faulty or arrived damaged, please note this on the Returns Form or contact our Customer Care team for assistance.

    Return Monitoring

    • To help prevent fraud, Diptyque may review unusual return patterns. Accounts showing suspicious activity may be restricted.

    If you have made your purchase in a Diptyque boutique:

    If you are not completely satisfied with your purchase, please contact the boutique directly within 28 days of the initial purchase for further assistance.

    The item must be unopened in its original packaging, with proof of purchase.

    Your statutory rights are unaffected.

     

    If you have purchased through a department store or a concession:

    You will need to contact the place of purchase and check their returns policy. Otherwise, please do contact our Customer Care Service for further help.

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