At CALENTOS, we want you to love your fragrance and feel completely confident when shopping with us. If something isn’t quite right, we’re here to help.

Your feedback helps us keep improving, so we’d love to hear why the product didn’t work for you.

 

Change of mind

We all have different tastes, and that’s what makes exploring fragrances fun!

We totally get it — sometimes things don’t go to plan.

 

That said, all CALENTOS purchases are final, and we don’t offer refunds or exchanges for change-of-mind. This includes (but isn’t limited to):

 

• Picking the wrong scent (it happens!)
• Deciding it’s not your vibe after purchase
• Receiving a duplicate as a gift
• Personal preference (fragrance is very personal)

 

Our fragrances are designed to be experienced, and while we do our best to guide you, we can’t guarantee it will suit every personal preference.

Our recommendation? For the best experience, we recommend sampling before purchasing. No matter what, CALENTOS fragrances are always a beautiful gift for someone you love.

 

Please note: eligible returns must be approved in advance. Items returned without approval or outside these guidelines will not be accepted.

 

Faulty, Damaged, Incorrect or Not as described Items

At CALENTOS, every order is carefully prepared and checked before it leaves us — but if something isn’t right when it arrives, we’re here to help.

If your item is faulty, damaged in transit, incorrect, or not as described, you are entitled to a remedy in line with Australian Consumer Law. Depending on the issue, this may include a repair, replacement, or refund where applicable.

If something doesn’t feel right, simply reach out to us and we’ll take care of the rest—quickly, fairly, and with care.

Returns or replacements can only be processed once the issue has been assessed and approved by our team. Please also check your spam or junk folder, sometimes emails like to hide!

Once approved, the item must be posted within 14 days of approval. If your item is confirmed as faulty, damaged, incorrect, or not as described, return shipping will be covered by CALENTOS.

 

Lost Orders

We know how exciting it is to wait for your CALENTOS order — and how frustrating it can feel when it takes longer than expected.

If your order appears to be delayed in transit, please allow the full estimated delivery timeframe provided by the carrier for your location.

If it still hasn’t arrived after this period, please get in touch with us. We’ll connect with the carrier, investigate the journey, and work with you to make it right as quickly as possible.

 

Gift Cards

Gift cards aren’t refundable or exchangeable, but they’re always a treat to give to someone you love.

 

Discounted or Sale items

Discounted or sale items are not eligible for return or refund, unless they arrive faulty, damaged, incorrect or not as described — we’ll make it right in those cases.

 

Gift purchases

If your item was marked as a gift and shipped directly to you or the recipient, we will issue a store credit for the value of your returned item, which can be used toward a new order.

For bundled orders of $140 or more, we’ll cover the shipping — a little bonus for bundling smartly.

 

Other return considerations:

Order cancelations

We understand that sometimes plans change.

If you choose to cancel your order or request a refund after payment has been made via Afterpay or PayPal, please note that these providers charge us non-refundable processing fees.

As a result, where a refund is approved, the applicable payment processing fee (Afterpay 6% or PayPal 3%) will be deducted from the total refund amount.

 

Delivery time

Delivery times for replacements items may vary depending on your location.

For orders over $100, we recommend using a trackable shipping service or adding shipping insurance for peace of mind.

Please note, we cannot guarantee receipt of items returned without tracking number.

 

Refund processing time

For approved return requests, refunds will be processed to your original payment method within 10 business days. Banks and credit cards may take a little extra time to show it in your account.

If it’s been more than 10 business days since your return was approved, contact your credit-card provider or bank, as posting times can vary.

If you’ve completed these steps and still haven’t received your refund, drop us a line — we’ll sort it out for you.

 

Consumer Rights

All refunds, replacements, or exchanges are provided in accordance with the Australian Consumer Law (ACL).

This means you are entitled to remedies for products that are faulty, damaged, not as described, or fail to meet consumer guarantees, in addition to any options outlined in this Returns & Refunds Policy. 

Nothing in our Return & Refund Policy limits or excludes your rights under the ACL.

 

Returning an approved item

Returns are only accepted for items that are faulty, damaged, incorrect, or not as described.

To request a return, please Contact Us with your order details so we can assess and guide you through the next steps.

Items must be returned in their original condition and packaging within 14 days of approval of the return request.

 

Contact Us

If you have any questions about our Returns and Refunds Policy, please Contact Us.

Effective: 1 June 2026

 

 

A collection inspired by the world’s most iconic fragrances.

 

Enter CALENTOS — from Signature Fragrances to Curated Sets and Travel Essentials.