Returns & Shipping Policy

Returns

At NÛR, we aim to provide you with outstanding customer service, we want you to be happy with your purchase and to proudly share and recommend your experience. We will always do our best to make sure the correct order is received, however, if any problems do occur, please contact enquiries@nurfragrance.com for any refund or return concerns before you begin the returns process.

For a refund to be processed, we will need your item to be sent back to us. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Claims for faulty items made after 14 days have passed will be processed at our discretion.

To be eligible for a return, your items must be returned unused, in the original condition and the original packaging with proof of purchase. We offer a full refund or exchange on items that are received in a resalable condition within 14 days of purchase. The refund will be processed on the next business day following the receipt and condition of the unused returned item.

Original condition means that there are no scratches or marks on the product. If these guidelines are not met, the product will be sent back to the delivery address and a delivery fee may be applied.

To start a return, please email and provide the following information:

• Full name
• Order number
• Email address
• Reason for return

If your return is accepted, you will receive an email from our care team with instructions on how to return the package. If you have any questions, please contact enquiries@nurfragrance.com

 

Something isn’t right with my order

Please inspect your order upon delivery and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can assess the issue and make it right.

Please email our care team at enquiries@nurfragrance.com with photographic evidence if you become aware of any issues.

 

Shipping

We offer a free (3-5 working days) delivery service across all UK postcodes on orders of £35 or more. Otherwise, we charge a flat rate of £3.95 for all orders under £35.
Alternatively, you can purchase a faster delivery (Signed for 1st Class service, 2-3 working days) for £4.85.

We aim to dispatch all orders within 1-2 working days. Our standard processing times are Monday to Friday 9am to 5pm excluding Bank Holidays. 

If a faulty, damaged, or wrong product(s) is being returned you will receive a full refund (including the cost of delivery) providing you supply us with delivery receipt information. For products that aren’t being returned for the reasons above, shipping costs are non-refundable, therefore if the shipping is paid by us, it will be deducted from your refund.