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GILTY / CUSTOMER INFORMATION
Clear information about cancelling an order and receiving an eligible refund.
Last updated 13 November 2026To cancel an accepted order, email [email protected] with your order ID before it is dispatched. We will confirm whether the cancellation can be completed. Once a parcel is dispatched, please follow the returns and exchanges policy.
We issue a refund when a paid order is cancelled before dispatch, when we cannot fulfil an accepted order, or when an eligible return or claim is approved. Wrong, damaged or defective items are reviewed under our returns policy and applicable consumer law. An opened fragrance is not refundable solely because of scent preference.
Approved refunds for online payments are initiated to the original payment method. We will confirm the amount and initiation by email. The time for the amount to appear depends on the payment provider and your bank; if it does not appear after the timeframe we communicate, contact us with the order reference so we can investigate. Shipping charges are refunded where required by law or where Gilty is responsible for the cancellation or return.
A simulated payment does not transfer money, so it cannot generate a monetary refund. The checkout clearly identifies when a payment is a preview. A real order and any refund are possible only through an enabled live payment method.
If you disagree with a decision, reply to the support email with your order ID and relevant details. We will review the matter again. Nothing in this policy restricts rights available to you under applicable consumer law.