How Can We Help You?

After you submit your purchase, your order will quickly move through the process to be packed for shipment or pick up.

• You have up to 15 minutesto cancel your order once submitted.
  • Please note: Buy Online Pick Up in Store orders can only be canceled via our chat self-service within the 15-minute window. Our associates by phone or chat transfer do not have a way to cancel a Buy Online Pick Up In Store order. 
• It’s easy to self-service 24/7 with our digital AI agent, Violet. To begin:
  • Select the chat icon in lower-right of the screen
  • Type “cancel order“
  • Have your order number ready and follow the prompts to cancel your order

If your order can be canceled, you’ll receive an email confirming your cancelation. Keep in mind you won’t be charged however, you may see a pre-authorization on your card.  

If your order is unable to be canceled and it’s after the 15-minute window:

• Items for Shipping – just return your items once received! See our return policy for options.
• Items for Pick Up – we’ll take care of this for you! Orders will be automatically canceled if not picked up within 5 days of the Ready for Pick Up email.

Changes or Updates

• If you forgot to add a promotion code or Reward, chat with us and we can help apply this to your order! Keep in mind only one promotion code and up to eight Rewards can be applied per order.
• We do not offer a way to change shipping or billing information, store pick up location, delivery or pick up method, pick up person (you can forward your order confirmation email if you’d like someone else to pick up for you), payment method, item fragrance, or adding/removing items once an order has been submitted.

We’re sorry to hear your item arrived damaged – sometimes, this happens during shipping.

It’s easy to self-service 24/7 with our digital AI agent, Violet. To begin:

1. Access the chat icon in the lower-right of your screen
2. Type “damage“
3. Follow the prompts to complete your replacement or refund request
   • Replacements are subject to availability and will be shipped at no cost to you, using standard shipping, to the same address.
   • Refunds are issued to the original payment method. If you paid with a Gift Card, we’ll send you a new E-Gift Card to the email address provided on your order.

There are three easy ways to stay up-to-date on the status of your order:

• Self-Service through Chat –
  1. Select the chat icon in the lower-right of the screen to open a chat window
  2. Type order status
  3. Have your order number ready then follow the prompts
• Visit our Order Tracking page – you will need your order number, email address, and billing zip code.
• Log In to My Account and review your order history.

It may take up to 48 hours after an order has shipped for tracking information to appear. If “Track Item” is not shown next to each of your items ordered, your order is still being prepared. You will receive a shipment confirmation email once your items ship and can then sign up to receive text alerts for tracking updates.

Your opinion matters to us! If you don’t see the fragrance you are looking for on our website, please complete our Bring Back a Discontinued Fragrance form to tell us your favorite product you would like to see return.

Have more than one retired fragrance you would like to see return? Please submit a separate form for each product.

We’re unable to change your shipping address after an order is placed. If you need to update the address:

• Cancel your order within 15 minutes of placing it.
• Then, place a new order with the correct address.
  • If you place an order with Apple Pay, PayPal, or Venmo, your shipping address will be pulled directly from Apple Pay or your PayPal or Venmo account. To fix a wrong address in Apple Pay, update your address in the Settings app on your iPhone. To fix a wrong address with PayPal or fix a wrong address with Venmo update your address in the Addresses section of your account.

After the 15-minute window:

• We cannot cancel the order, change the shipping address, or make any other modifications.

If your order has an incorrect address and the cancel window has passed:

• If your order has a small typo or is missing a minor detail (like an apartment number), carriers may still be able to deliver it—especially if they’re familiar with your delivery history. However, this is not guaranteed and may result in delays, or your package could be returned to us – you can also follow the once your order ships steps. If your package can’t be delivered, we’ll notify you by email.
• If the street name, number, or zip code is significantly wrong, the package may not be delivered. Follow the once your order ships steps.

Once your order ships:

• If shipped via FedEx, you can request to hold the package at a FedEx location for pickup from the tracking page. Only the name on the shipping address can pick it up, and a photo ID will be required.
• If shipped via UPS, you can request delivery to a UPS location or an address change with them directly through UPS MyChoice.
• If shipped via another carrier, chat with us about options.

You can check your points history in the app or on the website. For a step-by-step guide.

Bonus points will show up separately. The example below is for a 2x points with any purchase offer.

You’ll see the regular points earned and the bonus points on another line. If the offer had been 3x points, you’d see +125 Points for the purchase and +250 Bonus Points.

It might take up to 72 hours for bonus points to show up after an an in-store purchase or after your order online order ships (or is picked up from a store).

Items generally ship within 1-3 business days of placing your order. At times it may take us longer to ship your items however, you’ll still get your items by the estimated delivery date provided when you placed your order. We’ll provide status updates through email – continue to watch your inbox!

Fulfillment centers & carriers may be experiencing delays processing & delivering your package in areas impacted by winter storm weather.

• We’re currently working to ship orders placed on or after March 24, 2026.

We appreciate your patience as we work to ensure you receive your order as soon as possible.

Didn’t receive your order, but tracking shows “Delivered”? 

If your order tracking shows “Delivered” but you haven’t received your package yet, follow these steps:

• Double-check your delivery address in your shipping confirmation email.
• Look for a delivery photo (if available).
  • Click the ‘Track Your Package’ link in your shipping confirmation email. This will open your tracking page.
  • Select the tracking number on that page. You’ll be taken to the carrier’s website.
  • Look for the photo, if available. Please note: you may need to enter the shipping address ZIP code to access it. 
  • No delivery photo? Carriers may leave packages in hidden spots, with neighbors, and apartment office or even in your mailbox. 
• Wait 2 business days after the delivered scan for your package to show up.

Is your delivery running late? 

• Check your tracking page for a new estimated delivery date or any delay notices.
• Wait 4 business days after the Estimated Delivery shown in your shipping confirmation email to allow for any carrier delays. Sometimes delays happen due to weather, high shipping volumes, or issues with the shipping label.

Still don’t have your package after waiting?

Start a chat with us by selecting the blue chat icon in the lower right corner and typing “late or lost order” — our chat associates are available 6am-2am ET. If you can’t chat with us, call us at 1-877-832-9272 — phone associates are available 7am-11pm ET.

Once your order is ready you’ll have 5 days to pick it up. If it’s not picked up by the 5th day then we’ll cancel it. 

To know the last day to pick up your order:

1. Select the chat icon in the lower-right of the screen to open a chat window
2. Type Order Status
3. Have your order number ready then follow the prompt
4. If you’re order is ready for pick up, we’ll share the last day to pick up your order

The pick up timeframe cannot be extended. If you can’t pick up your order within the timeframe another option is to have a friend or family member pick it up for you! They’ll just need to show the ready for pick up email or text message to an associate at the store.