Refund policy
Last updated: 11 October 2026.
Find out about our return and refund conditions for your luxury perfume orders. Our aim: a clear, quick and carefully handled procedure.
Handling of returns: returns are handled by Soleil d’Or after approval by our customer service team. Returns resulting from a refusal to pay customs duties or import charges are not arranged by Soleil d’Or (see section 3).
Summary of return rules:
- Returns accepted for 14 days from receipt;
- Sealed products only: unsealed perfumes and cosmetics are not taken back, refunded or exchanged (French Consumer Code, Article L221-28);
- Colissimo return: a flat fee of €8 is deducted from the refund, with Soleil d’Or covering any additional cost; return via FedEx: actual cost (see section 4).
- Parcel never delivered: a carrier investigation is opened immediately, with a response within thirty (30) working days at most, followed by reshipment or a full refund (see section 11).
Contents
- Time limit for returns
- Conditions for a return to be accepted
- Customs duties / customs clearance (outside the European Union)
- Return costs and prepaid label
- How to make a return
- Items excluded from returns
- Exchanges
- Right of withdrawal (European Union)
- Refunds
- Damage, defective products or picking errors
- Parcel not delivered, delayed or not located
- Sampling products: Discovery Box & Mystery Box
1. Time limit for returns
In accordance with our General Terms and Conditions of Sale (T&Cs), you have fourteen (14) days from receipt of your order to notify us of a return request or to exercise your right of withdrawal. The procedure for exercising the right of withdrawal is set out in section 8.
2. Conditions for a return to be accepted
To be eligible for return, products must meet the following conditions:
- Sealed product: perfumes and cosmetics must be returned with their original seal intact (cellophane / blister unopened and unbroken). An unsealed product cannot be taken back, refunded or exchanged, for reasons of hygiene and health protection (French Consumer Code, Article L221-28).
- Condition of the product: items unused, in their original packaging, with labels intact. Under the right of withdrawal, you may handle the product to establish its nature and characteristics, as you would in a shop; only a diminished value resulting from handling beyond what is necessary for this purpose may be taken into account.
- Proof: proof of purchase (invoice or order number) must be provided.
Products that are damaged, incomplete or do not meet these criteria cannot be refunded or exchanged, without prejudice to consumer rights regarding withdrawal and legal guarantees.
3. Customs duties / customs clearance (outside the European Union)
Any customs duties, local taxes and customs clearance fees that may be charged on import are borne exclusively by the recipient or the consumer, in addition to the order amount and the delivery charges. These charges are entirely their responsibility, both in terms of declaration and payment to the competent authorities and bodies in the country of destination.
Confirmation of the order constitutes acknowledgement and acceptance of the customs obligations applicable in the country of destination.
In the event of a refusal to pay customs duties and/or import charges, no return can be arranged by Soleil d’Or. In accordance with the rules of the carrier and/or the competent authorities, the parcel may be abandoned or destroyed. The destruction costs shall remain payable by the consumer and no refund can be made. A refusal to pay customs duties or import charges does not constitute admissible grounds for a dispute, chargeback or cancellation.
Should the parcel be returned to Soleil d’Or by the carrier without Soleil d’Or having requested it, a refund may be considered after receipt and inspection of the condition of the parcel, less the initial shipping costs actually incurred and the return costs actually invoiced by the carrier. No refund will be made if the parcel is received in poor condition or if the products cannot be resold.
Soleil d’Or retains all customs documents and proof of shipment and delivery relating to each order. These may be forwarded to any competent body in the event of a dispute or chargeback procedure.
Consumers are advised to check with the customs services of their country in order to anticipate any such charges before placing an order.
Specific note for the United States: since 29 August 2025, the de minimis exemption threshold (US$800) has been suspended. Every parcel is now systematically subject to customs duties regardless of its value. Since 1 March 2026, duties have been calculated according to the actual value and category of the products (ad valorem taxation). Administrative brokerage fees may also be charged by the carrier.
4. Return costs and prepaid label
For eligible destinations, you generate your Colissimo return label directly online from the Return my order page. For other destinations, the label (FedEx) or the procedure will be provided by our customer service team. The cost is deducted from your refund:
- Return handled by Colissimo (France, European Union, United Kingdom, Switzerland, Canada, Australia, French overseas departments and territories): flat fee of €8.00 per parcel, regardless of the actual shipping cost — Soleil d’Or covers any additional cost;
- Return handled by FedEx (United States, Latin America, Asia, Japan, Israel, Middle East): there is no flat fee. Return costs start at approximately €25 and increase according to the country and the weight of the parcel. Our customer service team will tell you the exact amount before dispatch; this amount is then deducted from your refund.
Summary of costs and carrier by destination:
| Destination | Carrier | Return costs |
|---|---|---|
| Mainland France (including Corsica), Monaco, Andorra | Colissimo | €8 |
| European Union | Colissimo | €8 |
| Europe outside the EU (United Kingdom, Switzerland) | Colissimo | €8 |
| Overseas France | Colissimo | €8 |
| Australia | Colissimo | €8 |
| United States | FedEx | From €25 * |
| Canada | Colissimo | €8 |
| North & South America (excluding the United States and Canada) | FedEx | From €25 * |
| Asia, Israel & Middle East | FedEx | From €25 * |
* No flat fee: return costs from approximately €25 depending on the country and weight, provided by our customer service team before dispatch and deducted from the refund.
See details of countries and territories by zone| Zone | Countries and territories | Carrier |
|---|---|---|
| France | Metropolitan France (including Corsica), Monaco | Colissimo |
| European Union | Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Sweden | Colissimo |
| Europe outside the EU | United Kingdom, Switzerland, Liechtenstein | Colissimo |
| French overseas departments and territories | Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, Saint Pierre and Miquelon, Saint Barthélemy, Saint Martin, French Polynesia, New Caledonia, Wallis and Futuna, French Southern Territories | Colissimo |
| Canada | Canada | Colissimo |
| Australia | Australia | Colissimo |
| United States | United States | FedEx |
| Latin America | Argentina, Brazil, Chile, Mexico, Peru | FedEx |
| Asia & Israel | China, Hong Kong, Israel, Japan, Singapore, Taiwan, Thailand, Vietnam | FedEx |
| Middle East | Saudi Arabia, Bahrain, United Arab Emirates, Jordan, Kuwait, Oman, Qatar | FedEx |
| No return label | Albania, Algeria, Bosnia and Herzegovina, Iceland, Åland Islands, North Macedonia, Morocco, Moldova, Montenegro, Norway, Serbia, Tunisia, Ukraine; Armenia, Cambodia, Georgia, Haiti, Indonesia, Kazakhstan, Mauritius, Philippines, Sri Lanka; New Zealand; Jersey, Guernsey, Gibraltar, San Marino, Vatican City, Faroe Islands, Greenland | Carrier of your choice, at your expense |
You may also return the product, at your own expense, using the carrier of your choice, to the address given in section 5. The return carrier is determined by the destination according to the table above: it does not depend on the carrier used for the outbound delivery. Our customer service team will tell you the applicable procedure.
Returns from outside these zones: for Albania, Algeria, Bosnia and Herzegovina, the Åland Islands, Iceland, Morocco, North Macedonia, Moldova, Montenegro, Norway, Serbia, Tunisia and Ukraine; for Armenia, Cambodia, Georgia, Haiti, Indonesia, Kazakhstan, Mauritius, the Philippines and Sri Lanka; as well as for New Zealand, Jersey, Guernsey, Gibraltar, San Marino, Vatican City, the Faroe Islands and Greenland, no return label is offered: the return is made at your own expense, using the carrier of your choice. No refund of the initial shipping costs will be granted.
5. How to make a return
For destinations eligible for Colissimo returns, you generate your prepaid label yourself, online and in just a few clicks, from our Return my order page — without creating an account or contacting us beforehand:
- Check that your item is eligible: product unused, in its original packaging, with the seal intact (see section 2).
- Enter your order number, select the item(s) to be returned and generate your Colissimo return label. The flat fee of €8 (see section 4) is deducted from your refund.
- Place the products back in their original packaging, attach the label and drop the parcel off at a drop-off point of the carrier indicated. Keep your proof of drop-off until you receive your refund.
If no label is displayed, your destination is not covered by the online Colissimo return service (return via FedEx or specific arrangements). In that case, please write to us at contact@parfumeriedusoleildor.com stating your order number; we will provide you with the appropriate procedure.
To exercise your right of withdrawal (distinct from a simple return), use our online “Withdraw from the contract” feature, accessible at the bottom of every page of the website (see section 8).
Return address:
Parfumerie du Soleil d’Or
22, rue de la Clef, 59800 Lille, France
To be processed, every return must go through one of these two channels (label generated online or procedure provided by our customer service team). Exercising the right of withdrawal, however, does not require any prior authorisation.
6. Items excluded from returns
The following cannot be returned, refunded or exchanged:
- Personalised products: made-to-measure items or special orders;
- Personal care products (perfumes, cosmetics, etc.) whose seal/blister/cellophane has been opened or broken;
- Samples, Discovery Boxes and Mystery Boxes;
- Gift cards.
In accordance with Article L221-28 of the French Consumer Code, sealed goods which have been unsealed after delivery and are not suitable for return for reasons of hygiene or health protection are not eligible for the right of withdrawal. Products on promotion, on sale or in clearance, however, remain subject to the right of withdrawal under the same conditions as other products.
If you have any doubt about an item, please contact us before purchasing.
7. Exchanges
The quickest way to obtain a different product is to return the original item (if eligible) and then place a new order.
Unauthorised returns will not be accepted, without prejudice to the exercise of the right of withdrawal.
8. Right of withdrawal (European Union)
Consumers in the European Union have a statutory withdrawal period of fourteen (14) days, in accordance with Articles L221-18 et seq. of the French Consumer Code. The period runs from the day on which you, or a third party other than the carrier and designated by you, take physical possession of the goods.
- Inform us of your decision, preferably via our online “Withdraw from the contract” feature, permanently accessible at the bottom of every page of the website; or by e-mail to contact@parfumeriedusoleildor.com stating your order number; or by using the model withdrawal form reproduced in our General Terms and Conditions of Sale (Article 8). No particular form is required, and in particular no registered letter.
- Return the products in their original condition within fourteen (14) days of your notification.
Products sealed for reasons of hygiene or health protection (perfumes, cosmetics, etc.) that have been unsealed after delivery are not eligible for the right of withdrawal (French Consumer Code, Article L221-28). For other products, you may only be held liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.
9. Refunds
Once the returned products have been received and inspected, we will inform you whether your refund has been approved or refused.
- Return accepted: refund to the same payment method as that used for the purchase, without undue delay and no later than fourteen (14) days from the day on which we are informed of your decision to withdraw. This refund may be withheld until the products have been received or until proof of dispatch has been supplied, whichever is the earlier.
- Return costs: the applicable return cost (see section 4) is deducted from the amount refunded.
- Bank processing times: processing by your bank or card issuer may extend this period.
If you have not received your refund within fourteen (14) days of notifying us of your decision to withdraw, please contact us at contact@parfumeriedusoleildor.com.
10. Damage, defective products or picking errors
Please inspect your items as soon as you receive them. In the event of a product that is defective, damaged, broken in transit or missing, or of a picking error, please contact us as soon as possible — preferably within 72 hours for damage caused in transit — at contact@parfumeriedusoleildor.com, stating your order number.
Photographic evidence. In order to verify the claim and, where applicable, to open a claim file with the carrier, you are asked to attach photographs:
- of the product(s) concerned, showing the defect or damage;
- of the outer packaging and the internal padding;
- of the shipping label and, if possible, of the closed parcel before opening.
This evidence is necessary to process the request: the solution offered (replacement, refund or other) is provided after receipt of the evidence and verification. In the absence of usable photographs, processing may be postponed while the information needed for verification and any recourse against the carrier is gathered, without prejudice to your statutory rights.
11. Parcel not delivered, delayed or not located
This section concerns parcels that never reached you, as opposed to section 10, which deals with products received damaged, defective or missing.
If your parcel is not delivered within the stated time frame, or if its tracking remains stuck at the same stage, please contact us at contact@parfumeriedusoleildor.com stating your order number. We will immediately open an investigation with the carrier concerned.
We will give you a response within thirty (30) working days at most from the opening of this investigation. If, at the end of this period, the parcel has not been located or delivered, we will offer you, at your choice, an identical reshipment or a full refund, including delivery charges, to the payment method used for the purchase.
Compensation procedures with carriers may continue well beyond this period, sometimes for several months. This process concerns only the relationship between Soleil d’Or and its transport provider: it in no way affects the handling of your request. No refund is conditional on the closure of a carrier investigation or on the parcel being formally declared lost.
If the parcel is eventually delivered to you after a refund or reshipment, simply let us know: we will agree together on the next steps, with no action required on your part.
Excluded situations. The thirty (30) working-day period does not apply to parcels held by customs authorities, those awaiting payment of duties and taxes by the recipient, or those held for collection or returned due to an incomplete address or failure to collect them within the time allowed by the carrier. In these cases, release depends on action by the recipient or a third-party authority — see section 3.
These provisions apply without prejudice to your rights under Articles L216-1 et seq. of the French Consumer Code, in particular the right to terminate the sale in the event of failure to deliver by the stated date.
12. Sampling products: Discovery Box & Mystery Box
Products relating to the “Discovery Box” and “Mystery Box” sampling services are subject to the specific conditions set out in our T&Cs. They are neither refundable nor exchangeable.