Refund policy

We want you to love the way you smell. Here's how you're covered.

1. Our 30-Day Satisfaction Guarantee

We stand behind the quality of every bottle. If you're not completely satisfied within 30 days of delivery, please contact us and we'll work with you to find a solution.

This guarantee covers:

  • Product quality issues
  • Damaged or defective items
  • Scent concerns

To make a claim, email us at sirenescents@gmail.com with your order number and a description of the issue. Our team will respond within 1–2 working days.

2. Order Cancellations & Changes

  • Within 45 minutes: Cancellations and address changes can be made by contacting us immediately.
  • After 45 minutes: Your order may already be with our fulfilment team. We'll do our best to assist, but changes cannot be guaranteed.
  • Once shipped: Orders that have been dispatched cannot be cancelled or changed. If an order is sent to an incorrect address that you provided at checkout, we are unable to offer a refund.

3. Returns

Due to the personal-care nature of our products and hygiene regulations, we are unable to accept returns on opened or used bottles.

Unopened bottles may be returned within 14 days of delivery for a refund, subject to the following conditions:

  • Bottles must be unused, sealed and in their original packaging
  • Return shipping is the responsibility of the customer
  • We recommend using a tracked shipping service

To start a return, email us at sirenescents@gmail.com with your order number.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or isn't what you ordered, please contact us within 7 days of delivery with:

  • Your order number
  • A clear description of the issue
  • Photos of the product and packaging

We'll arrange a free replacement or full refund as quickly as possible. No need to return the damaged item.

5. Non-Delivery & Missing Packages

Package lost in transit: If your order is confirmed lost by the courier, we'll offer a free replacement or full refund. Your choice.

Package marked as delivered but not received: Please first check with neighbours, building management, or any safe places around your property. If you still cannot locate your package, contact us and we'll work with the courier to investigate. We may be able to offer a reshipment as a goodwill gesture.

Delivery timeframes: Please allow the full estimated delivery window before reporting non-delivery:

  • UK: 3–6 working days (up to 10 days)
  • Europe: 7–14 working days
  • United States: 7–14 working days
  • Canada: 7–14 working days
  • Australia: 10–18 working days

6. Delivery Exceptions

We are unable to offer refunds or replacements in the following situations:

  • The shipping address provided was incomplete or incorrect
  • Delivery was refused or the package was not collected from a local pickup point
  • Tracking confirms delivery to the address provided at checkout

7. Exchanges

We do not offer direct exchanges at this time. If you'd like a different scent, please follow the returns process for unopened bottles, or contact us to discuss options under our satisfaction guarantee.

8. Refund Processing

Approved refunds are issued to your original payment method. Please allow 5–10 working days for the funds to appear in your account, depending on your bank or payment provider.

Need Help?

Our friendly team is here for you.

Email: sirenescents@gmail.com Response time: Within 1–2 working days

Please include your order number in all enquiries so we can assist you as quickly as possible.