Refund policy

Returns & Refund Policy

Due to the personal nature of fragrance products and for health, hygiene, and product integrity reasons, all sales are final. XO ATELIER does not accept returns, exchanges, or refunds for fragrances once an order has been shipped, except where required by applicable law.

To help customers make informed purchasing decisions, many fragrances are available in multiple sizes, including smaller formats intended for sampling before purchasing a larger bottle. Customers are encouraged to review product descriptions carefully prior to placing an order.

Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

• Opened or used fragrance products
• Products that have been sprayed, tested, or altered
• Sale or promotional items
• Gift cards
• Products purchased through unauthorized or second-hand sellers

Fragrance preference is highly subjective. Personal taste, skin chemistry, scent perception, or expectations regarding fragrance performance do not constitute product defects and are not valid grounds for a return or refund.

Minor variations in fragrance color or appearance may occur due to the use of fragrance materials and natural aging. These variations do not affect product quality or performance.

Shipping Damage

Shipping-related damage, loss, theft, or misdelivery is governed by our Shipping & Delivery Policy.

Customers who purchased SEEL Package Protection must submit eligible shipping-related claims directly through SEEL in accordance with its claim requirements.

Customers who declined SEEL acknowledge that XO ATELIER is not responsible for shipping-related loss, theft, damage, or carrier misdelivery once the shipment has been accepted by the shipping carrier, except where otherwise required by applicable law.

Incorrect or Defective Items

If you believe you received an incorrect product or a product with a manufacturing defect, you must contact XO ATELIER within 48 hours of confirmed delivery.

To allow us to review your request, please provide:

• clear, unedited photographs of the product;
• photographs of the shipping box and packaging;
• the shipping label; and
• a description of the issue.

Failure to provide sufficient documentation may result in denial of the request.

If, after review, XO ATELIER determines that an incorrect product was shipped or that a manufacturing defect exists, we will, at our sole discretion and where appropriate, provide a replacement, store credit, or another reasonable remedy.

Order Cancellations

Orders may only be cancelled before processing begins.

Once an order has entered processing or has been shipped, it cannot be cancelled.

Contact Us

Questions regarding your order must be submitted within 48 hours of confirmed delivery.

You may contact us at:

Email: xoateliernj@gmail.com

or through the contact form available on our website.