Refund policy

Because our products are decanted fragrances, we handle refunds a little differently than typical retail items — please read before ordering.

Final Sale Items. Due to the hygienic and consumable nature of fragrance products, all decants and opened/used items are final sale and cannot be returned or refunded once the seal is broken, unless the item arrives damaged, defective, or incorrect (see below).

Damaged, Defective, or Incorrect Orders. If your order arrives damaged, leaking, or you received the wrong item/scent, contact us within 7 days of delivery at sillagefactory@gmail.com with:

1. Your order number
2. Photos of the item and packaging as received

We will offer a replacement, store credit, or refund at our discretion once the issue is verified.

Lost or Undelivered Packages. If tracking shows your package as delivered but you did not receive it, we ask that you first check with neighbors/household members and contact the carrier. We're happy to assist with a claim, but we are not able to guarantee replacement for confirmed-delivered packages lost after delivery.

Refund Processing. Approved refunds are issued to your original payment method within 5–10 business days. Shipping costs are non-refundable except where the return is due to our error.

Non-Returnable Items

1. Opened or used decants
2. Sample sets once seal is broken
3. Sale/clearance/final-sale items marked as such at checkout

Contact sillagefactory@gmail.com | (703) 213-9309