Customer care
Returns & refunds
How to cancel, return or report a problem with a SIM-BE order.
Your cancellation window
For most online goods, you may tell SIM-BE Perfumes that you want to cancel within 14 calendar days after receiving them, without giving a reason. Email [email protected] with your order reference and the items concerned. You then have another 14 days to send the goods back after telling us.
Some sealed products that are unsuitable for return for health or hygiene reasons cannot be returned after their seal is broken. This may apply to certain cosmetics and personal-care items. Your rights for faulty or misdescribed goods are separate.
How to return an item
Email [email protected] first. We will confirm the return instructions or collection arrangement and provide the correct SIM-BE return address. Pack items securely with your order reference; do not send them to the reference retailer's address.
For a change-of-mind return, you are responsible for the direct return cost. SIM-BE will make any collection charge clear before arranging collection. We will refund in line with applicable consumer rights after the goods are returned; standard outbound delivery is included where the law requires it.
Change-of-mind returns
Please keep products complete and in their original packaging where possible. Handling beyond what is needed to inspect an item may reduce the refund for a change-of-mind return. Keep proof of postage or collection.
Refunds are normally made to the original payment method. The refund timing and any deduction will be explained in the confirmation of your return request.
Damaged, incorrect or faulty items
Email [email protected] with your order reference, a description of the issue and photographs where helpful. Keep your invoice and the item until SIM-BE confirms the next step.
Faulty, damaged or incorrect goods are handled separately from change-of-mind returns. SIM-BE will arrange the appropriate remedy and will not charge you a return cost where the law requires the seller to cover it.