SHIPPING

All EU and UK orders ship from our fulfillment partner in Italy.

Orders are typically processed within 3 business days of purchase. Once shipped, please allow approximately 3–10 business days for delivery, excluding weekends and holidays. Some deliveries may take slightly longer depending on destination, local carrier handling, customs processing, or other location-specific factors.

We ship via UPS, DHL, or local carrier partners where applicable. Shipping rates are calculated at checkout based on your delivery destination.

For orders shipping within the European Union, applicable VAT is calculated and collected at checkout where required. For orders shipping outside the EU, including the United Kingdom and Norway, import duties, taxes, or customs fees may apply depending on the destination and will be calculated at checkout when available. In some cases, these charges may be collected by the carrier upon delivery.

We are not responsible for incorrectly entered addresses at checkout or for packages that are lost, stolen, or delayed due to the carrier. Please review your shipping information carefully before placing your order.

For shipping questions, please email: studio@kismetolfactive.com

RETURN / EXCHANGE

Due to the personal and hygiene-sensitive nature of fragrance, we are unable to accept returns or exchanges on products that have been opened, unsealed, sprayed, used, or otherwise altered from their original condition.

We do not accept exchanges or returns based on the dislike of a scent. Fragrance is deeply personal and subjective, so we always recommend purchasing samples before committing to a full-size bottle.

If you care to share your feedback or experience with one of our fragrances, feel free to write us at studio@kismetolfactive.com. We’ll respond in a timely manner.

If your item is defective, damaged during transport, or the incorrect item was shipped, please email us within seven (7) days of the date your order is received. Include your name, order number, a description of the issue, and clear photographs of the damaged, defective, or incorrect item received.

If your item is no longer in stock, we will gladly issue a refund.

For all other questions, comments, or concerns, please email: studio@kismetolfactive.com

EU CONSUMERS RIGHT OF WITHDRAWAL

If you are a consumer located in the European Union, you have a statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU, as amended). This right allows you to cancel your purchase within 14 calendar days of receiving your order, without providing a reason. You may exercise this right using the withdrawal function on our website.

IMPORTANT EXCEPTION: SEALED HYGIENE & FRAGRANCE PRODUCTS

Under Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

The following products fall within this exemption:

• Perfumes and eau de perfume (2ml, 10ml, and 50ml) — fragrance is a personal hygiene product that cannot be resold once the seal is broken or the product has been used or handled.
• Candles — once unsealed or used, candles cannot be returned for hygiene reasons.
• Sample sets (Classic Collection and Common Ground) — the exemption applies once any vial within the set has been opened.

If you have broken the seal on any of the above products after delivery, your right of withdrawal no longer applies and we are unable to accept the return.

If your products remain fully sealed and unopened, you may exercise your right of withdrawal within 14 calendar days of delivery using the withdrawal function on our website. Once we receive the returned goods (or proof of postage), we will issue a full refund within 14 days. Return shipping costs are your responsibility.

If your order arrives damaged or faulty, please contact us within 7 days of delivery with your order number and photographs of the issue. Faulty goods are not subject to the hygiene seal exemption.

MY TRACKING SAYS “DELIVERED” BUT I CAN’T FIND IT, WHAT DO I DO?

Please carefully check all possible delivery locations around your building, residence, mailroom, reception area, or parcel locker.

Occasionally, tracking may show a package as delivered before final handoff is complete, so we recommend allowing up to 48 hours for final delivery.

If your package still cannot be found after this time, please contact our team for assistance: studio@kismetolfactive.com