We offer free shipping and free returns as standard with all our full-size seasonal deliveries and Permanent Collection bottles.
Returns are free for seasonal 32ml bottles, Perfumer’s Candles and bottles from the Permanent Collection as long as you use our returns label - generated upon filling out our online returns form.
You can request a return via the order page in your account portal.
To be eligible for a free return, your main bottle box must be unopened and sealed, and candles must be unlit. You should request a return label via the Ffern ledger portal within 14 days of receiving your bottle. Once you have requested your label, you will have a further 14 days to take the parcel to your local drop-off point.
By default, a refund will be added as credit to your ledger account, which will go towards your next bottle of Ffern. You can check your balance and reimburse credit at any time via the Ffern ledger portal.
Please note that any ledger member who returns four fragrances in a row will be automatically removed from the ledger to allow someone else to take their place and try our fragrances.
We do not include a sample system or free returns for our Pocket Editions. Bottles received from the Ffern Archive or as an exchange will arrive with a sample but are non-returnable.
However, if your entire parcel is unopened, you are able to return it for a refund. To do this, please email our customer service team, requesting a return label. Once you have requested your label, you will have a further 14 days to return your Pocket Edition or archive bottle. You will receive a full refund in the form of credit, minus the cost of return postage in your country within 10 days of your parcel arriving at Ffern HQ.
We have developed our sample model to make sure that trying out Ffern at home is hassle-free and easy.
Each full-size seasonal delivery you receive will contain both a sample kit and a main bottle box. The sample kit is in place for you to try each new fragrance in the comfort of your home, before deciding whether or not you wish to keep the main bottle each season.
If you find the fragrance isn’t quite right for you, simply leave the seal on your bottle box unbroken, request a return label via your account portal (within 14 days of receiving your bottle), and send your bottle back to us for a full refund.
To be eligible for a return, your main bottle box must be unopened and the seal must not be broken. The sample box on the outside is there so that you may try the perfume and decide if you like it.
Please note that bottles received from the Ffern Archive or as an exchange will arrive with a sample but are non-returnable.
We understand that not everybody would have finished the previous fragrance, or perhaps you may be away when the next bottle is due with you. Whatever the reason, we are happy to work around your needs. You are therefore always welcome to ‘opt out’ of a season - this will stop you from being charged for one season, and you will not receive that season’s fragrance. You can skip a season via your account portal or by emailing help@ffern.co before you are billed for the latest fragrance. Your next billing date will always land in the first working week of each launch month (December, March, June, September).
After we receive your return, we will add credit to your ledger account. You can reimburse credit at any time via the Ffern ledger portal.
If you’ve submitted a credit reimbursement and haven’t received a refund yet, first check your bank account again in a few days time - different banks have different processing times and it can sometimes take longer to show up in your account.
Still no luck? Please contact us at help@ffern.co and we will see if there is anything that may be causing a delay.
Bottles received as a gift or as an exchange are non-returnable.
We only replace items if they are defective, damaged or never arrived in the post. If your bottle arrives damaged or faulty and needs to be exchanged, please send us an email at help@ffern.co and we will see what we can do. Please include any photos so that we can investigate the issue further.