Returns
What is your return policy?
If you have made your purchase in a Officina Profumo-Farmaceutica di Santa Maria Novella boutique, you can return the item to the same boutique within 30 days of the initial purchase. You cannot return online a purchase made in one of our boutiques.
If you have made your purchase online, you can return the item through our website. The product must be unopened and unused and in the full original packaging. We will accredit you via the same payment method that you have used, once the returned product is accepted. Please contact our Client Service through the email address clientservice@smnovella.com to obtain the return authorisation and your return label.
What is your exchange policy?
We currently do not offer this service, but you can return the product and place a new order.
How do I obtain a return label? How do I get a new one?
If you have lost your label, you may contact our Client Service through the email address clientservice@smnovella.com. A team member will be happy to provide you with a new return label.
Can I use a different carrier to return an item?
We strongly advise you to follow our returns process with the same carrier with which you have received your delivery. In case you prefer to use a different carrier for the return, kindly note that we are not responsible if the parcel gets lost or damaged.
Can I return or exchange a product that I bought in your stores through your website?
We currently do not offer this service: the products that are purchased in our boutiques must be returned in the same boutique where the purchase was made.
Are there any special conditions of return that apply to certain products?
If you notice that one of your products has a defect or that it arrived already damaged, we invite you to write to our Client Service at clientservice@smnovella.com with your order number and with pictures of the defect.
When will I be reimbursed?
We commit ourselves to reimburse you within a maximum of 14 days from the date your return is received and confirmed. You will be able to see the amount on your bank account within 2 to 3 working days after the confirmation of the refund email.
Can I have my refund issued to a different card than the one used to make the purchase?
Refunds can only be issued to the payment method that was used to pay for the order.
Can I get a refund on an item I received as a gift?
A refund can only be issued back to the original method of payment. An item that you received as a gift cannot be refunded, but it can be refunded to the person who made the purchase or can be exchanged with another item of the same exact value.