Customer Care
14-Day Returns & Exchanges
We take immense pride in the artisanal quality of our formulations. If you are not completely enchanted by your purchase, our Mayfair concierge is here to assist.
14-Day British Atelier Return Guarantee
Fully compliant with the UK Consumer Rights Act 2015. Unopened, sealed fragrances and beauty rituals in their original presentation boxes are eligible for complimentary return or exchange within 14 days of delivery.
Seamless British Procedure
How UK Returns Work
Initiate Your Request
Notify our customer care concierge within 14 calendar days of delivery via email (novixaretail@gmail.com) or directly through our inquiry form with your order reference.
Prepaid Royal Mail QR Code
Receive a complimentary prepaid Royal Mail Tracked return label or mobile QR code. Simply show the QR code at any local Post Office or Royal Mail Delivery Office—no printer required.
Atelier Verification
Upon arrival at our UK atelier, our quality team inspects the tamper-evident seal, cellophane, and presentation packaging within 24 hours.
Immediate Refund or Exchange
Approved returns receive an immediate refund to your original payment method within 2–4 working days.
Eligible for Return
- ✓Unopened fragrances with original cellophane seal and wax crest intact.
- ✓Cosmetics, lip glazes, and skincare with unbroken tamper-proof security stickers.
- ✓Items received in damaged, leaked, or compromised transit condition.
- ✓Incorrect formulation dispatch verified against order confirmation receipt.
Non-Returnable Conditions
- ✕Items where cellophane, tamper seals, or bottle atomizer sprays have been unsealed or pumped.
- ✕Bespoke monogrammed editions or custom engraving orders.
- ✕Requests submitted after 14 calendar days from documented Royal Mail delivery.
- ✕Promotional discovery vials or gifts separated from parent bundles.
Damaged in Transit?
In the rare circumstance that your parcel arrives compromised during Royal Mail transit, photograph the damaged outer carton and formulation bottle within 48 hours. Our Mayfair concierge will dispatch an expedited complimentary replacement parcel the same day.
Need advice on fragrance notes or exchanges?
Our olfactive concierge is available Monday to Friday, 9:00 AM to 5:30 PM GMT.