Refund policy
Last updated: 5 February 2026 at 8:00 pm.
Discover our return and refund policy for your luxury fragrance orders. Our goal: a clear, fast, and carefully handled process.
Return shipping coverage: returns are covered by Soleil d’Or after validation by our customer service team, except in the event of a refusal to pay customs duties / import fees (see section 3).
Table of contents
- Return timeframe
- Conditions for an accepted return
- Customs duties / customs clearance (outside the European Union)
- Prepaid return label: eligible zones
- How to make a return
- Items excluded from returns
- Exchanges
- Right of withdrawal (European Union)
- Refunds
- Damaged items, defective products, or picking errors
- Sampling products: Discovery Box & Mystery Box
1. Return timeframe
In accordance with our Terms of Sale, you have fourteen (14) days from the date you receive your order to notify us of a return request, including under the right of withdrawal applicable to consumers in the European Union.
2. Conditions for an accepted return
To be eligible for a return, products must meet the following conditions:
- Product condition: items must be unused, unopened, in their original packaging, with labels intact.
- Proof of purchase: a proof of purchase (invoice or order number) must be provided.
⚠️ Opened, used, damaged, incomplete items, or items that do not meet these criteria cannot be refunded or exchanged.
3. Customs duties / customs clearance (outside the European Union)
Any customs duties, local taxes, and customs clearance fees required upon import are the responsibility of the recipient.
If the consumer or recipient refuses to pay these amounts, the parcel may, depending on the carrier’s rules and/or the competent authorities, be returned to the sender or abandoned / destroyed.
Please note: in the event of a return linked to a refusal to pay customs duties / import fees, transport costs (outbound/return), taxes, handling fees, and processing fees charged by the carrier and/or authorities may be deducted from the refund, or remain the responsibility of the consumer depending on the situation.
Returns and re-importation: depending on the origin of the return, the nature of the products, and the supporting documents provided, a return shipment back to France may, in some cases, not trigger customs duties upon re-importation. However, handling/customs presentation fees may still be charged by the carrier and/or authorities, beyond our control.
If the parcel is returned to Soleil d’Or: a refund may be issued upon receipt of the parcel, minus the original shipping fees effectively borne by Soleil d’Or and the return fees charged by the carrier.
If the parcel is destroyed, abandoned, or not returned to Soleil d’Or: no refund can be issued, as the merchandise is not recovered. Any destruction or handling fees charged by the carrier and/or authorities will remain the responsibility of the consumer.
United States specific note: since 29 August 2025, the “de minimis” treatment (previous threshold: USD 800) allowing duty-free entry for low-value shipments has been suspended. Duties, taxes, and/or customs clearance fees may therefore apply, including for low-value shipments, depending on customs classification and the shipping route.
4. Prepaid return label: eligible zones
After validation by our customer service team, we may provide a prepaid return label (Colissimo or FedEx depending on the destination) for the following zones:
| Zone | Countries and territories covered |
|---|---|
| Zone 1 | Germany, Belgium, Netherlands, Luxembourg |
| Zone 2 | Austria, Spain (excluding islands), Italy, Portugal (excluding islands), Republic of Ireland, United Kingdom |
| Zone 3 | Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Switzerland |
| Zone 4 | Croatia, Finland, Greece, Malta, Norway, Romania |
| Zone 5 |
Australia: You may choose between Colissimo and FedEx. Asia and Israel: If your order was placed via FedEx, returns must be handled by the same carrier. This applies to the following destinations: China, Hong Kong, South Korea, India, Israel, Japan, Singapore, Taiwan, and Thailand. |
| Overseas (OM1) | Guadeloupe, Martinique, French Guiana, La Réunion, Mayotte, Saint-Pierre-et-Miquelon, Saint-Barthélemy, Saint-Martin |
| France | Mainland France (including Corsica) and Monaco |
| North and South America (FedEx) | Americas: Returns must be processed via FedEx for the following countries: United States, Canada, Mexico, Argentina, Brazil, Chile, Colombia, Ecuador, Panama, Paraguay, Peru, El Salvador, and Uruguay. |
Returns outside these zones: you must arrange the return according to the instructions provided by our customer service team. No refund of the original outbound shipping fees will be granted.
5. How to make a return
- Contact us at: contact@parfumeriedusoleildor.com and include your order number and the reason for your request.
- After validation, we will provide the procedure and, where applicable, a prepaid return shipping label.
Return address:
Parfumerie du Soleil d'Or
22, rue de la Clef, 59800 Lille, France
⚠️ No unauthorised return or return without prior approval will be accepted.
6. Items excluded from returns
The following items cannot be returned, refunded, or exchanged:
- Personalised products: made-to-order or special orders;
- Personal care products (fragrances, cosmetics, etc.) where the seal/blister/cellophane has been opened or broken;
- Discounted, sale, or clearance items (see specific conditions in our Terms of Sale);
- Samples, Discovery Box and Mystery Box;
- Gift cards.
Please note: in accordance with applicable legal exceptions, sealed goods that have been unsealed after delivery and cannot be returned for health protection or hygiene reasons are not eligible for the right of withdrawal.
If you are unsure about an item, please contact us before purchasing.
7. Exchanges
The fastest way to obtain a different product is to return the original item (if eligible) and place a new order.
⚠️ Unauthorised returns will not be accepted. Eligibility conditions for discounted/promotional items are specified in our Terms of Sale.
8. Right of withdrawal (European Union)
Consumers in the European Union benefit from a statutory withdrawal period of fourteen (14) days, in accordance with applicable provisions.
- Inform us of your decision by email at contact@parfumeriedusoleildor.com or via the withdrawal form available in our Terms of Sale.
- Return the products in their original condition within 14 days following your notification.
⚠️ Opened, used items or items without their original packaging cannot be refunded. Sealed products (fragrances, cosmetics, etc.) for which the seal has been opened or broken are not eligible for the right of withdrawal.
9. Refunds
After we receive and inspect the returned products, we will inform you whether your refund is approved or declined.
- Return approved: refund to the original payment method within a maximum of fourteen (14) days. Please note: this period may be deferred until we receive the goods or until you provide proof of shipment, in accordance with applicable provisions.
- Bank processing times: your bank or card issuer may take additional time to process the refund.
⚠️ If you have not received your refund within 15 days of our confirmation of approval, please contact us at contact@parfumeriedusoleildor.com.
10. Damaged items, defective products, or picking errors
Please inspect your items upon delivery. If an item is defective, damaged, or if there is a delivery/picking error, contact us immediately at contact@parfumeriedusoleildor.com. We will assess the situation and propose an appropriate solution (replacement, refund, or otherwise).
11. Sampling products: Discovery Box & Mystery Box
Products related to the sampling services “Discovery Box” and “Mystery Box” follow the specific conditions set out in our Terms of Sale. They are neither refundable nor exchangeable.