Returns Policy
LOST, STOLEN & DAMAGED PACKAGES
All shipments include tracking information. Packages valued over $200 require a signature upon delivery.
We strongly recommend purchasing our optional shipping protection at checkout for additional coverage against lost, stolen, or damaged packages, subject to the protection plan’s terms and conditions.
If your shipment is missing or arrives damaged, please contact us promptly with your order number and supporting documentation so we can assist with the appropriate carrier or shipping protection claim.
INTERNATIONAL ORDERS:
International orders are generally final sale and are not eligible for standard returns or exchanges, except where required by applicable law.
If you believe you have received an incorrect or defective item, please contact us promptly with your order number, a description of the issue, and clear photographs of the merchandise and packaging.
Please retain all original packaging, product identification labels, and factory security seals. Do not open, unseal, spray, or otherwise use merchandise that you believe was shipped incorrectly.
We investigate reported fulfillment errors individually and may request additional photographs, product identification information, or other relevant documentation.
Depending on the circumstances, an appropriate resolution may include replacement of unopened merchandise, store credit, or another remedy required by applicable law.
Any return must be authorized by The Sillage By GB before the merchandise is shipped.
INTERNATIONAL CUSTOMS, DUTIES & TAXES
International customers are responsible for all applicable import duties, taxes, VAT, customs clearance fees, brokerage charges, and other assessments imposed by the destination country’s customs authorities or shipping carrier.
These charges are separate from the purchase price and international shipping fees collected by The Sillage By GB, unless expressly stated otherwise at checkout.
Customs authorities may independently assess the value of imported merchandise and determine applicable charges. The Sillage By GB does not control these assessments, fees, or customs processing times.
Import duties, taxes, and customs-related fees are not refundable by The Sillage By GB, except where reimbursement is required by applicable law or results from a verified error for which our business is legally responsible.
By placing an international order, customers acknowledge that additional import charges may apply.
We recommend consulting your local customs authority before purchasing if you have questions about potential fees.
PRODUCT AUTHENTICITY & FACTORY SECURITY SEALS
The Sillage By GB is committed to maintaining the authenticity, quality, and integrity of the luxury fragrances we sell.
Many fragrances arrive in manufacturer-sealed presentation cases. These seals help protect the integrity of the merchandise and distinguish new, unopened products from merchandise that has been opened or handled.
For standard returns, all fragrance bottles must remain unused, unopened, and in their original factory-sealed condition, including their original packaging and accessories.
Once factory security seals have been broken, merchandise is no longer eligible for a standard change-of-mind return.
If you believe you have received an incorrect fragrance, please inspect the exterior product identification before opening the presentation case whenever possible.
If the exterior labeling does not match your order, contact us before breaking any factory seals.
Opened or used fragrances cannot be returned to our inventory or resold as new.
Claims involving incorrect, damaged, or defective merchandise will be evaluated separately in accordance with applicable law.
DECANTS:
Due to the nature of decanted fragrances, all decant sales are final and are not eligible for standard returns or exchanges.
If you receive an incorrect, damaged, or defective decant, please Contact Us with your order number, a description of the issue, and clear photographs.
We will review the circumstances and work toward an appropriate resolution, which may include replacement, store credit, or another remedy required by applicable law.
FULL BOTTLE RETURNS — DOMESTIC ORDERS
Eligible domestic full-bottle purchases may be returned within 30 days of delivery, provided the merchandise is new, unused, unopened, and in its original factory-sealed packaging.
Approved standard returns are subject to a 20% restocking fee. Original shipping charges are nonrefundable, except where otherwise required by applicable law.
Customers are responsible for return shipping costs for standard returns unless otherwise agreed.
Returns must be authorized in advance. Please contact us with your order number and details about the merchandise you wish to return. We will provide return instructions.
Returned merchandise will be inspected upon receipt to verify eligibility.
Refunds for approved returns will be processed to the original payment method. Please allow approximately 3–5 business days after receipt and inspection for processing, followed by any additional time required by your payment provider.
Claims involving incorrect or defective merchandise are handled separately from standard returns.
RETURN AUTHORIZATION & SHIPPING RESTRICTIONS
Please do not return merchandise without first receiving authorization and instructions from The Sillage By GB.
Alcohol-based fragrances may be subject to domestic and international transportation restrictions governing flammable liquids or dangerous goods.
Customers must not ship fragrance returns using a service or method that violates applicable carrier or transportation regulations.
For authorized returns, we will provide appropriate instructions based on the merchandise, destination, and circumstances.
SHIPPING RATES
Shipping rates are calculated based on the merchandise, package weight, destination, and shipping service selected.
Where applicable, package weights may be rounded up in accordance with carrier billing requirements.
Available shipping methods and estimated delivery dates will be displayed during checkout.