Refund policy
Last updated: 25 August 2026.
Here are our return and refund conditions for your luxury fragrance orders. Our aim: a clear, prompt and carefully handled process.
Handling of returns: returns are handled by Soleil d'Or once approved by our customer service team. Returns arising from a refusal to pay customs duties or import charges are not arranged by Soleil d'Or (see section 3).
Return rules at a glance:
- Returns accepted for 14 days;
- Sealed products only: fragrances and cosmetics that have been unsealed cannot be taken back, refunded or exchanged (article L221-28);
- Colissimo return: flat fee of €8 deducted from your refund, with Soleil d'Or covering the balance; FedEx return: actual cost (see section 4).
- Parcel never delivered: carrier investigation opened immediately, response within 30 working days at the most, then reshipment or full refund (see section 11).
Contents
- Timeframe for returns
- Conditions for a return to be accepted
- Customs duties / 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, faulty products or picking errors
- Parcel undelivered, delayed or untraceable
- Sampling products: Discovery Box & Mystery Box
1. Timeframe for returns
In accordance with our Terms and Conditions of Sale, you have fourteen (14) days from receipt of your order to notify us of a return request or to exercise your right of withdrawal. How to exercise that right 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: fragrances and cosmetics must be returned with their original seal intact (cellophane / blister neither opened nor broken). An unsealed product cannot be taken back, refunded or exchanged, for reasons of hygiene and health protection (article L221-28 of the French Consumer Code).
- Condition of the product: items unused, in their original packaging, with labels intact. When exercising your right of withdrawal, you may handle the product to establish its nature and characteristics, as you would in store; only depreciation resulting from handling beyond that need may be charged.
- Proof of purchase: proof of purchase (invoice or order number) must be provided.
⚠️ Products that are damaged or incomplete, or that do not meet these criteria, cannot be refunded or exchanged, subject to consumers' rights regarding withdrawal and statutory guarantees.
3. Customs duties / clearance (outside the European Union)
Any customs duties, local taxes and clearance charges levied on import are payable solely by the recipient or consumer, in addition to the order value and delivery costs. These charges are entirely their responsibility, both as regards declaration and as regards payment to the competent authorities and bodies in the destination country.
Placing an order constitutes acknowledgement and acceptance of the customs obligations applicable in the destination country.
Where payment of customs duties and/or import charges is refused, no return can be arranged by Soleil d'Or. The parcel may, in accordance with the rules of the carrier and/or the competent authorities, be abandoned or destroyed. Any destruction costs remain payable by the consumer and no refund can be made. Refusal to pay customs duties or import charges is not an admissible ground 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 parcel, less the original 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 are not resaleable.
Soleil d'Or retains all customs documents and proof of shipment and delivery relating to each order. These may be provided to any competent body in the event of a dispute or chargeback procedure.
Consumers are advised to contact the customs services in 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 (USD 800) has been suspended. Every parcel is now systematically subject to customs duties regardless of its value. Since 1 March 2026, taxes 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 is provided by our customer service team. The cost is deducted from your refund:
- Return by Colissimo (France, European Union, United Kingdom, Switzerland, Australia, Overseas France, as well as the United States and Canada where the order was shipped by Colissimo, etc.): flat fee of €8.00 per parcel, whatever the actual cost of transport — Soleil d'Or covers the balance;
- Return by FedEx (rest of North and South America, Asia, Israel, Middle East, as well as the United States and Canada where the order was shipped by FedEx): no flat fee applies. Return costs start at approximately €25 and increase according to the country and the weight of the parcel. Our customer service team will confirm the exact amount before you ship; that amount is then deducted from your refund.
Summary of costs and carrier by destination:
| Destination | Carrier | Return cost |
|---|---|---|
| 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, Canada | Colissimo or FedEx (depending on the outbound carrier) | €8 with Colissimo · from €25 with FedEx * |
| 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 country and weight, confirmed by our customer service team before you ship and deducted from your refund.
▸ View countries and territories by zone| Zone | Countries and territories | Carrier |
|---|---|---|
| France | Mainland France (including Corsica), Andorra, Monaco | Colissimo |
| European Union | Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal (excluding islands), Romania, Slovakia, Slovenia, Spain (excluding islands), Sweden | Colissimo |
| Europe outside the EU | United Kingdom, Switzerland | Colissimo |
| Overseas France | Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, Saint Pierre and Miquelon, Saint Barthélemy, Saint Martin | Colissimo |
| Australia | Australia | Colissimo |
| United States & Canada | United States, Canada | Colissimo or FedEx (depending on the carrier chosen for the outbound shipment) |
| Rest of North & South America | Mexico, Brazil, Argentina, Chile, Colombia, Peru, Ecuador, Paraguay, Uruguay, El Salvador, Panama | FedEx |
| Asia & Israel | China, Hong Kong, South Korea, India, Israel, Japan, Singapore, Taiwan, Thailand | FedEx |
| Middle East | Saudi Arabia, Bahrain, United Arab Emirates, Jordan, Kuwait, Lebanon, Oman, Qatar | FedEx |
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 destination, as set out in the table above: except for the United States and Canada, it does not depend on the carrier used for the outbound shipment — an order sent with one may therefore be returned with the other. Our customer service team will confirm the applicable procedure. United States and Canada: the return uses the carrier chosen for the outbound shipment — Colissimo (flat fee of €8, label generated online) if the order was shipped by Colissimo, FedEx (from €25, procedure provided by our customer service team) if it was shipped by FedEx.
Returns outside these zones: you will need to arrange the return in accordance with the instructions provided by our customer service team. No refund of the original 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 a few clicks, from our Return my order page — with no account to create and no need to contact us first:
- Check that your item is eligible: unused product, in its original packaging, seal intact (see section 2).
- Enter your order number, select the item or items to be returned and generate your Colissimo return label. The €8 flat fee (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 for the carrier indicated. Keep your proof of posting until the refund has been made.
If no label appears, your destination is not covered by online Colissimo returns (return by FedEx or specific arrangements). In that case, write to us at contact@parfumeriedusoleildor.com, quoting your order number, and we will provide the appropriate procedure.
To exercise your right of withdrawal (which is distinct from a simple return), use our online "Withdraw from the contract" feature, available at the foot of every page of the site (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 routes (label generated online or procedure provided by our customer service team). Exercising the right of withdrawal, however, requires no prior authorisation.
6. Items excluded from returns
The following cannot be returned, refunded or exchanged:
- Personalised products: made to order or special orders;
- Personal care products (fragrances, cosmetics, etc.) whose seal / blister / cellophane has been opened or broken;
- Samples, Discovery Box and Mystery Box;
- Gift cards.
⚠️ In accordance with article L221-28 of the French Consumer Code, sealed goods that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection are not eligible for the right of withdrawal. Products on promotion, in a sale or being cleared remain, for their part, subject to the right of withdrawal on the same terms as any other product.
If you are unsure 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 available at the foot of every page of the site; or by email to contact@parfumeriedusoleildor.com, quoting your order number; or using the model form provided on that same page. No particular form is required, and registered post in particular is not required.
- Return the products in their original condition within fourteen (14) days of your notification.
⚠️ Products sealed for reasons of hygiene or health protection (fragrances, cosmetics, etc.) that have been unsealed after delivery are not eligible for the right of withdrawal (article L221-28). For other products, you are liable only for any depreciation resulting from handling beyond what was necessary to establish the nature and characteristics of the goods.
9. Refunds
After receipt and inspection of the returned products, we will inform you whether your refund has been accepted or declined.
- Return accepted: refund to the same payment method used at purchase, without undue delay and at the latest within fourteen (14) days of the day on which we are informed of your decision to withdraw. This period may be deferred until receipt of the products or until proof of shipment is provided, whichever occurs first.
- Return costs: the applicable return cost (see section 4) is deducted from the amount refunded.
- Banking timeframes: 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, faulty products or picking errors
Please inspect your items on receipt. If a product is faulty, damaged, broken in transit or missing, or if there has been a picking error, contact us as soon as possible — preferably within 72 hours for transit damage — at contact@parfumeriedusoleildor.com, quoting your order number.
Photographic evidence. In order to verify the claim and, where applicable, to open a case with the carrier, you are asked to attach photographs of:
- the product or products concerned, showing the fault or damage;
- the outer packaging and the internal protective packing;
- the shipping label and, if possible, the parcel unopened.
These items are necessary in order to process the request: the solution offered (replacement, refund or otherwise) follows receipt of the evidence and verification. Where no usable photographs are available, processing may be deferred while the evidence needed for verification and for any recourse against the carrier is gathered, without prejudice to your statutory rights.
11. Parcel undelivered, delayed or untraceable
This section covers parcels that never reached you, as opposed to section 10, which deals with items received damaged, faulty or missing.
If your parcel is not delivered within the stated timeframe, or if its tracking remains stuck at the same stage, contact us at contact@parfumeriedusoleildor.com, quoting your order number. We will immediately open an investigation with the carrier concerned.
We will come back to you within thirty (30) working days at the most from the opening of that investigation. If the parcel has not been located or delivered by the end of that period, we will offer you, at your choice, an identical reshipment or a full refund, shipping costs included, to the payment method used at purchase.
Compensation procedures with carriers can run well beyond this period, sometimes for several months. That process concerns only the relationship between Soleil d'Or and its carrier: it in no way conditions how your request is handled. No refund is conditional upon the closure of a carrier investigation or upon the parcel being formally declared lost.
Should the parcel eventually reach you after a refund or reshipment, simply let us know: we will agree on how to proceed, with nothing further required of you.
Excluded situations. The thirty (30) working day period does not apply to parcels held by customs authorities, parcels awaiting payment of duties and taxes by the recipient, or parcels held or returned as a result of an incomplete address or a failure to collect within the timeframe set by the carrier. In these cases, release depends on action by the recipient or by a third-party administration — see section 3.
These provisions apply without prejudice to the rights you hold under articles L216-1 et seq. of the French Consumer Code, in particular the right to terminate the sale where delivery has not taken place 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 Terms and Conditions of Sale. They are neither refundable nor exchangeable.