Customer Care

Returns

Unused sealed items can be sent back within 14 days. If something arrives damaged or is not what you ordered, we will help.

Last updated: September 2026

Returns at a glance

Unused items in original factory-sealed packaging can be returned within 14 days of delivery. Opened perfume and other unsealed cosmetics cannot be returned, except when the item is faulty or we sent the wrong one.

If you are nearby, you are welcome to try scents in our Tallinn store before you buy.

Online orders

If you ordered on this website, you can return unused, factory-sealed goods within 14 days of receiving them. The 14 days start when you, or someone you name, receive the order. If items arrive separately, the period starts when the last item arrives.

This does not apply to purchases made in our Tallinn store, or to items that have been opened.

How to return an item

Please email us before you send anything. We will reply with the return address.

Write to info@arabiaessence.eu with your order number and the products you wish to return. A short email is enough. You may also use the model form at the bottom of this page.
Wait for our reply with the return address.
Pack the goods in the original box, with seals, labels, and accessories intact. Send them with a tracked service within 14 days of telling us. We do not collect parcels or provide prepaid return labels.

What we can accept

Returned items should be unused and in the same condition you received them:

Factory wrap and bottle seals intact
Not sprayed, opened, or used
Original box, cap, and inserts included

Opened bottles, broken seals, testers, samples, and decants cannot be accepted back, except when the product is faulty or we sent the wrong item.

If an item comes back damaged or incomplete beyond normal inspection, we may adjust the refund to match the reduced value.

Postage and refunds

Return postage is paid by you, unless we sent the wrong item or the product is faulty. Please use a tracked service and keep the receipt until we confirm we have received the parcel. You are responsible for the parcel until it reaches us.

Once we receive the goods, or you send proof of postage, we refund the product price and the original standard delivery charge. Upgraded delivery and return postage are not refunded. The refund goes back to the same payment method, usually within 14 days.

Damaged or faulty items

If a product arrives damaged, is missing, or is not as described, contact us with your order number and a few photos. We will arrange a replacement or refund. In those cases we cover the return postage.

Consumer goods are covered for two years from delivery if they are faulty or not as described.

Store purchases

Items bought in our Tallinn store can be tried before you leave. Please keep your receipt. If something is faulty, we will help.

Return address

Please wait for our email before posting anything. We will send you the address to use.

Trader: Arabia Essence OÜ
Address: A. Laikmaa 11 Tallinn, Estonia
Registry code: 17400695
Email: info@arabiaessence.eu
Phone: +37253779939

If we cannot resolve a complaint

If we cannot settle a complaint together, you may also contact:

EU alternative dispute resolution bodies: consumer-redress.ec.europa.eu
Estonian Consumer Protection and Technical Regulatory Authority (TTJA): https://ttja.ee

Model withdrawal form

You can use this form, or simply email us, if you wish to return unused sealed goods. Opened perfume cannot be returned except when it is faulty.

To:

Arabia Essence OÜ
A. Laikmaa 11 Tallinn, Estonia
info@arabiaessence.eu

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

— Ordered on (*) / received on (*):

— Name of consumer(s):

— Address of consumer(s):

— Signature of consumer(s) (only if this form is submitted on paper):

— Date:

(*) Delete as appropriate.

Need help with an order or a return?