Refund policy

At Maison Ttelrom, each fragrance is carefully measured, decanted, inspected, and packaged specifically for your order. Please review this policy before completing your purchase.

Final Sale Policy

Due to the personal-use nature of fragrance products, all sales are final unless an item arrives damaged, incorrect, or incomplete.

Fragrance decants cannot be returned or exchanged after they leave our care. This protects the cleanliness, authenticity, and quality of every order, since we cannot verify whether a returned product has been opened, sprayed, altered, contaminated, or improperly stored.

This policy does not limit any rights available to you under applicable law.

Cancellations and the 5% Cancellation Fee

Cancellation requests must be submitted as soon as possible. If we approve a cancellation before the order has been decanted, packaged, fulfilled, or shipped, a 5% cancellation fee will be deducted from the refund to help cover payment-processing and administrative costs.

Because we begin preparing orders quickly, cancellation requests are not guaranteed.

Orders cannot be canceled once:

• The fragrance has been decanted or prepared

• The order has been packaged

• A shipping label has been created

• The package has been transferred to the carrier

Approved refunds will be returned to the original payment method. Your bank or card provider may require additional time to post the funds to your account.

Products That Cannot Be Returned or Exchanged

Our final-sale policy includes:

• Fragrance decants

• Travel sprays and sample sizes

• Opened, sprayed, used, or unsealed products

• Promotional, discounted, clearance, or final-sale merchandise

• Orders refused at delivery

• Orders for which delivery was attempted or completed

Personal scent preference, fragrance performance, projection, longevity, and how a fragrance reacts with an individual’s skin chemistry are not considered product defects.

Damaged, Incorrect, or Missing Items

We want every Maison Ttelrom order to arrive exactly as expected. If your package arrives damaged, contains the wrong product, or is missing an item, please contact us within 48 hours of the carrier’s recorded delivery time.

Please include:

• Your full name and order number

• A short explanation of the problem

• Clear photographs of the shipping box or mailer

• A photograph showing the shipping label

• Photographs of the packing materials and all items received

• Photographs clearly showing any leakage, breakage, or other damage

Please keep the products and all original packaging until your claim has been reviewed. Discarding the items or packaging may prevent us from verifying the issue.

After reviewing the claim, Maison Ttelrom may provide an appropriate resolution, such as a replacement, store credit, or refund, depending on the circumstances and product availability.

Fragrance Fill Levels

Decants are filled according to the volume purchased. A small amount of empty space may be present inside the bottle to allow the atomizer to function properly and does not necessarily mean the product is underfilled.

Minor cosmetic differences in travel-spray bottles, labels, or packaging are not considered defects when they do not affect the fragrance or its intended use.

Leaking Packages

If a fragrance leaks during transportation, photograph the package and its contents immediately after opening it. The photos must clearly show the affected bottle, visible leakage, interior packaging, exterior packaging, and shipping label.

Claims without sufficient photographs or claims submitted more than 48 hours after delivery may be declined.

Lost or Delayed Shipments

Carrier delivery dates are estimates and delays do not automatically qualify an order for a refund.

If tracking has stopped updating or your package appears lost in transit, contact us so we can review the tracking information and assist with the carrier’s investigation process.

A replacement, store credit, or refund may be considered only after the carrier confirms that the shipment was lost and any required investigation has been completed.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

• Check your mailbox and all entrances around the delivery address

• Ask members of your household

• Check with neighbors, a leasing office, front desk, mailroom, or package locker

• Allow up to 24 hours, as some carriers may scan packages shortly before completing delivery

• Contact the carrier directly using your tracking number

Maison Ttelrom will gladly help you review the situation, but we cannot guarantee a replacement or refund for a package that the carrier has confirmed as successfully delivered.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Orders that are delayed, returned, misdelivered, or lost because of incorrect or incomplete address information are not eligible for a complimentary replacement or refund.

If a package is returned to Maison Ttelrom, the customer may be responsible for any additional shipping costs required to send it again. Original shipping charges are nonrefundable.

Refused and Unclaimed Packages

Refusing a delivery or failing to claim a package does not cancel the order or automatically qualify it for a refund.

If an unclaimed or refused package is returned to us, we will review its condition and contact you regarding available options. Additional shipping charges may apply if the order is resent.

Shipping Protection and Carrier Claims

When shipping protection is purchased or included, claims are handled according to the protection provider’s terms and eligibility requirements.

Customers may be asked to cooperate with a carrier or shipping-protection investigation and provide additional documentation before a resolution can be issued.

How to Contact Us

For questions or assistance with an order, please contact Maison Ttelrom using the contact information listed on our website.

Include your order number in your message so we can assist you as quickly as possible. We’re always happy to help make sure your Maison Ttelrom experience ends on the right note.