Returns and claims

Effective date: October 28, 2026

This policy covers every order placed on notes-scents.com, for fragrance and skincare products alike. Notes & Scents is operated by LAMANDIER LLC, New York.

1. Returns of unopened products

You may return an unopened, unused product within 14 days of delivery. It must be in its original packaging, with the cellophane, seal or safety tab intact.

To start a return, email hello@notes-scents.com with your order number and the products you wish to return. We reply with a return authorization and instructions. Parcels sent without an authorization will not be accepted.

Return shipping is at your expense, unless the return results from our error. Original shipping costs are not refunded.

2. Products that cannot be returned

For hygiene and safety reasons, we cannot accept returns of:

  • fragrances that have been opened, sprayed or tested,
  • skincare products that have been opened, used or unsealed,
  • 2 ml and 10 ml samples and decants,
  • complimentary samples and gifts,
  • products bought during a final sale, when marked as such.

If a skincare product causes discomfort, stop using it. Always read the full ingredient list before use and test a small area of skin first if you have sensitive skin or known allergies.

3. Products damaged in transit

Every parcel is packed and checked before it leaves our New York fulfillment center. If a product arrives broken, leaking or damaged, the steps below are required for any claim to be accepted.

Report within 48 hours of delivery. Email hello@notes-scents.com with:

  • your order number,
  • clear photos of the outer box on all sides, with the shipping label visible,
  • photos of the inner packaging and of the damaged product,
  • a short description of the damage.

Keep everything. Do not throw away the product, its box or the shipping carton. The carrier may ask to inspect them.

Send the damaged product back. Once your claim is reviewed, we email you a prepaid return label. The damaged product must be returned to us within 10 days of receiving the label, in the packaging it arrived in. Pack leaking items in a sealed plastic bag.

Resolution after inspection. When the product reaches us and our inspection confirms transit damage, we send a replacement or issue a refund to your original payment method. If the product is no longer available, we refund it.

A claim may be declined when:

  • it is reported more than 48 hours after delivery,
  • the required photos are missing,
  • the damaged product is not returned within the stated time,
  • the returned product does not match the product shipped for your order,
  • the product shows signs of use, tampering or damage that did not occur in transit.
4. Wrong product received

Email us within 48 hours of delivery with your order number and a photo of the product you received. We send you a prepaid label to return it, unopened. The correct product ships once the wrong one is on its way back to us, as shown by its tracking.

5. Parcels marked delivered but not received

First check with neighbors, your building's front desk or mailroom, and around your property. Carriers sometimes scan a parcel as delivered shortly before it arrives, so allow 48 hours.

If it still has not arrived, email us within 7 days of the delivery scan. We open an investigation with the carrier. We may ask you to sign a statement confirming the parcel was not received. A replacement or refund is issued once the carrier investigation is complete, or once the carrier confirms the loss.

6. Refunds

Approved refunds are issued to your original payment method within 5 business days of our inspection. Your bank or card issuer may then take 5 to 10 business days to post the amount.

7. Fair use of this policy

We review every claim individually. We may decline future orders from accounts with repeated claims, or ask for additional verification before shipping them. If you open a payment dispute or chargeback, we will share the order details, tracking and claim history with the payment provider.

Before filing a dispute, please contact us. Most issues are resolved faster directly with our team.

8. Return address

Only send a return after we have authorized it. The address is included in your return instructions:

LAMANDIER LLC
Unit C11
18410 Jamaica Ave
Hollis, NY 11423
United States

9. Contact

Email: hello@notes-scents.com
Phone: +1 646 245-0022, Monday to Friday, 9 am to 5 pm ET
We reply within one business day.