Returns and Refunds

We want you to feel happy and confident ordering from Ilmur & Sjór. If something is not right, or you would like to discuss returning an item, please contact us through our Contact page before sending anything back. This is especially important for perfume, as alcohol-based fragrance cannot always be returned using ordinary postal services.

Nothing in this policy limits any rights you may have under applicable consumer law.

Changing your mind

Where the legal right of withdrawal applies, you may let us know within 14 days of receiving your order that you wish to cancel your purchase. You do not need to give us a reason.

Once you have told us, please return the goods without unnecessary delay and no later than 14 days afterward, unless applicable law provides otherwise.

You are welcome to inspect the product as you would in a physical shop. Please take reasonable care of it and return it securely protected, with its original packaging where reasonably possible. You may be responsible for a reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Returning alcohol-based perfume

Alcohol-based perfume is treated as a flammable product for transport and may require an approved carrier, special documentation and dangerous-goods handling. Iceland Post specifically lists perfume and ethanol among the flammable liquids it does not accept in ordinary international parcels.

For this reason, our ordinary return service for alcohol-based perfume is currently available only within Iceland.

For a change-of-mind return from outside Iceland, the customer is responsible for arranging and paying the direct cost of a lawful and compliant return shipment. This may include carrier charges and any dangerous-goods handling or documentation costs directly required to return the parcel, unless applicable law requires us to cover those costs.

Please contact us before arranging an international perfume return. We will help explain what is required for your location and the product involved. Please do not send alcohol-based perfume through ordinary mail or by an unauthorized shipping method.

A parcel sent unlawfully or unsafely may be rejected by the carrier or may be impossible for us to accept. This does not affect any mandatory consumer rights you may have.

We strongly recommend using a tracked and appropriately insured service. The returned product remains your responsibility until it reaches us, except where applicable law provides otherwise.

Damaged, defective or incorrect orders

Please inspect your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us as soon as reasonably possible and include your order number and clear photographs of the product and packaging.

Once the problem has been confirmed, we will work with you to provide the appropriate remedy. Where required by applicable law, this may include repair, replacement, a price reduction or a refund, without charge to you. We will also cover any return or replacement costs that the law requires us to bear.

Refunds

We will let you know when your returned item has arrived and been inspected.

Approved refunds will be made to the original payment method. Although we will issue the refund promptly, your bank or payment provider may need additional time to show it in your account.

Where the statutory right of withdrawal applies, reimbursement will be made within the legally required period. We may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent, whichever happens first.

Where required by law, we will refund the cost of the least expensive standard delivery method offered for the original order. Any additional cost resulting from choosing express, upgraded or other non-standard delivery is not refundable beyond the standard-delivery amount.

Customs duties, import taxes, brokerage charges and similar amounts paid directly to a customs authority, government or carrier are outside our control and are not normally refundable by Ilmur & Sjór.

Items and services with separate terms

Gift cards cannot be returned except where required by law.

Perfume-making workshop bookings are governed by the cancellation terms shown on the relevant workshop page or booking confirmation.

Nothing in this policy excludes or restricts your statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.