1. The 7-Day Scent Swap

If your fragrance doesn't feel like yours, you're not stuck with it. Within 7 days of delivery, you can swap it for any other scent in our range — even if you've already tried it on.

Finding your signature shouldn't be a gamble. Here's how the swap works:

• Reach out within 7 days of your delivery date to request a swap.
• Return the original bottle in its packaging — lightly tried is completely fine.
• Choose any replacement scent from our range at the same price.
• One swap per order, so you can explore with confidence.
• Return shipping for swaps is arranged by you; we cover dispatch of your new bottle.

2. Why We Offer Swaps, Not Cash Refunds

Fragrance is personal — and once a bottle leaves us and is opened, it can't be re-sold or returned to our shelves, for safety and hygiene reasons. That's true for every fragrance house, not just us.

So instead of cash refunds on a scent you simply didn't love, we do something we think is better: we let you swap it for another scent that's right for you, within 7 days. You don't lose your money, and you don't get stuck with a bottle you won't wear — you just get a second chance to find your signature.

Cash refunds are reserved for the cases that are genuinely our fault: if your order arrives damaged, tampered with, or incorrect, and we can't send a replacement, you'll receive a full refund — no questions asked.

In short: our mistake, your money back. A change of heart on the scent, a free swap to make it right.

3. If Something Arrives Damaged

We hold our delivery partners to a high standard. But if your order arrives physically damaged, tampered with, or you receive the wrong item, we'll make it right at no cost to you.

To raise a claim:

• Contact us within 48 hours of delivery.
• Share your order number and clear photos of both the outer packaging and the product.
• A quick unboxing video, if you have one, helps us approve your claim faster — though it's not required.

4. Cancelling an Order

Need to cancel? Let us know within 4 hours of placing your order and we'll stop it before it's dispatched.

Once a package has been handed to our courier, it's on its way and can no longer be cancelled — but you're always covered by the 7-day swap once it arrives.

5. Refunds

For damaged or incorrect items, we'll send a replacement straight away. If a replacement isn't available, we'll process a full refund to your original payment method.

Refunds typically reflect in your account within 5–7 business days, depending on your bank.

6. Talk to Us

For any swap, cancellation, or delivery question, our team is here to help — just drop us a line.

Email us at support@jacoven.com and we'll take care of you.