Returns & Refunds

What is your return and exchange policy?

  If you have made your purchase in a Diptyque boutique: You can exchange the item for a similar or higher purchase amount through any of the boutiques within 28 days of the initial purchase. The product must be sealed and in a resalable condition. You will als...

What should I do if my product is faulty, broken or damaged?

If you notice that one of your products has a defect or received damaged, please do follow the procedure of return by mentioning the corresponding reason on our return form. We encourage you to specify any element that could help us to understand the reason of ...

I’ve lost my returns label. How do I get a new one?

If you have lost your return label, you can generate a new one here.  You may also contact our Customer Care Service. An advisor will be happy to assist you with generating a new return label. For more information please click here.

Can I use a different carrier to return an item?

We strongly advise you to follow our returns process which uses Royal Mail recorded delivery. If you need to return your order to us, please follow our Returns Process where you can generate a free returns label. You can find more information here. Following t...

Can I return or exchange a product I bought online in-store?

We do not offer this service. Product purchased online must be returned through our online platform. We are also unable to offer any exchanges. To return a product, simply send it back to us in its original and unopened packaging with the completed returns form...

Are there any special conditions of return that apply to certain products?

If you notice that one of your products has a defect or that it arrived to you damaged, we invite you to follow the procedure of return by mentioning the corresponding reason on our form of retraction as well as by notching the box "I wish a replacement of my a...

When will I be reimbursed?

We commit ourselves to reimburse you within a maximum of 14 days from the date we receive your products. You will be able to see the amount on your bank account within 2 to 3 working days after our advisors have confirmed by email that your refund has been made.

Are your delivery and return costs refundable?

A prepaid label is included with every order so that you can return products free of charge. Once your return has been accepted, any delivery costs paid at the time of purchase will be refunded. If, however, your order is not returned in its entirety, the origi...

Can I have my refund issued to a different card than the one used to make the purchase?

Refunds can only be issued to the payment method used to pay for the order.

Can I get a refund on an item I received as a gift?

A refund can only be issued back to the original method of payment. An item that you received as a gift cannot be refunded, but it can be refunded to the person who made the purchase. On the other hand, if the product has not been opened, it can be replaced wit...