Delivery & Returns

Online Returns

We hope you will be happy with your purchase from Fiole, but if you change your mind or there is a problem with your order you may return it to us as outlined below.

Whatever the reason for the return, please contact us within 14 days of receiving your order (please email us at to notify us of your intent to return the item and to be given instructions and an address for its return. Returns for whatever reason will only be accepted via this procedure.

Please do not return the product until you have been in touch with us and received instructions for the return.

Should a product need to be returned we recommend you use the original packaging wherever possible. Please ensure that the returned parcel is properly packed and sealed and that you have included a completed ‘Returned Goods Declaration’ which we will email you for printing at home. 

We can only accept returned parcels that are sent to the address using the Royal Mail Special Delivery Guaranteed by 1pm service which is tracked and requires a signature upon receipt. You should retain the receipt in order to be able to track the delivery and to provide proof to us that you have returned the goods. You will have to visit a Post Office with the parcel although you can organise the administration and pay for the delivery online via Click & Drop.

In the event of a change of mind we will give you a refund as long as the product is unopened and in its original condition (with the cellophane intact where applicable). You will have to pay for the return delivery yourself. You must return the item within 14 days of letting us know you are returning it.



These clauses, in addition to the documents referred to in it, set out the terms and conditions ("Terms & Conditions") on which we supply any of the products ("Products") listed on our website (the "Site") to you.

Please read these Terms & Conditions carefully before ordering any Products from the Site. You should understand that by ordering any of the Products, you agree to be bound by these Terms & Conditions.

When we use the words "writing" or "written" in these terms, this includes emails.

You should also read our Privacy Policy and our Delivery & Returns page.


1. Company Information and Making Contact

The Site is operated by SG BRANDS LTD ("we" / "us") a limited company registered in England and Wales under company number 12900714 and registered office at E 99 ALBERT ST, LONDON, NW1 7LY. Our UK VAT registration number is GB 359 8524 49.

You can contact us by emailing

If we have to contact you we will do so by writing to you at the email address used for your order.


2. Our Contract With You

2.1 An order to purchase a Product advertised for sale on the Site is made through the relevant screen on the web site. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the Purchase button on the Checkout page.

2.2 After placing an order, you will receive an Order Confirmation by e-mail with an order number and order summary.

All orders are subject to acceptance by us. We will review our available stock, check the delivery address (we will only deliver to a UK address). Our acceptance of your order will take place when we send you an Order Despatched email with a tracking number confirming that the Product has been despatched (the Despatch Confirmation).

The contract between us will only be formed when we send you the Despatch Confirmation.

2.3 The contract will relate only to those Products listed in the Despatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the despatch of such Products has been confirmed in a separate Despatch Confirmation.

2.4 If we are unable to accept your order, we will inform you of this in writing by email. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for or it could be that there is a problem with the delivery address. We will arrange to refund you any sums paid for your order or any part of your order that has not been accepted in a timely manner.

2.5 We may be unable to process your order if:

2.5.1 the Product you ordered is out of stock or discontinued; or

2.5.2 there is a problem with authorisation of the payment on your credit card.

2.6 We only sell online for delivery to the UK which includes the Isle of Man, Scilly Isles and the Channel Islands.


3. Price and Payment

3.1 The price of any Products will be as quoted on our Site from time to time, except in cases of obvious error.

3.2 These prices are in GBP and include UK VAT. 

3.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Despatch Confirmation.

3.4 We cannot complete your order until you have paid for it in full. We accept payment through PayPal and for all major cards through Shopify Payments. You must pay for the products before we despatch them.


4. Delivery

4.1 We will usually deliver all Products comprised in your order in one delivery. We will deliver directly to the delivery address specified in your order. We are unable to deliver items within the same order to multiple addresses. Deliveries must be signed for at the delivery address.

4.2 We are unable to accept any orders for delivery outside the UK.

4.3 If no one is at your address to take delivery our agent will leave a note through your letterbox whereby you can rearrange delivery. If our agent tries again and is unsuccessful in delivering they will return the goods to us.

If, after a failed delivery, you do not re-arrange delivery, we will contact you. If, despite our reasonable efforts, we are unable to contact you or to re-arrange delivery we may end the contract.


5. Risk, Ownership and Rights

5.1 Once delivered, the Products ordered will become your responsibility and except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered and signed for.

5.2 Ownership of the Products will only pass to you on delivery of the Products to you or us receiving full payment of all sums due in respect of the Products.

5.3 Your rights when you end the Contract will depend on what you have bought, whether there is anything wrong with it and when you decide to end the Contract.

5.4 If you are ending the Contract because of something we have done or are going to do (e.g. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed or there is a risk that the supply of the products may be significantly delayed because of events outside our control or you have a legal right to end the contract because of something we have done wrong) the Contract will end immediately and we will refund you in full for any products which have not been provided.

5.5 Under the Consumer Contracts Regulations 2013 you have a legal right to change your mind within 14 days and receive a refund.


6. Cancellations, Returns, and Refund Policy

6.1 To end the Contract with us for any reason please tell us by email to and provide your name, delivery address and the order number.  If necessary we will then provide you with instructions and an address for the return.

6.2 If you end the Contract for any reason after products have been despatched to you or you have already received them, you must return them to our Returns Address which will be provided to you along with a ‘Returned Goods Declaration’ for you to complete and include with the return. We can only accept returned parcels that are sent to the address using the Royal Mail Special Delivery Guaranteed by 1pm service which is tracked and requires a signature upon receipt. You should retain the receipt in order to be able to track the delivery and to provide proof to us that you have returned the goods.

6.3 Where you decide to cancel an order after we have despatched the Products, you will be under a duty to return them to us, at your own risk. Until such time as the Products are returned, you must retain possession of the Products and take reasonable care of them.  

6.4 If you are exercising your right to change your mind:

6.4.1 You may cancel your order (or any part of it) at any stage before the Products are delivered to you and up to 14 days afterwards. All such Products should be returned within 14 days after you have informed us of your wish to return them. You should return the Products to us unused and in the same condition in which you received them (with the original cellophane intact where applicable).

6.4.2 Providing the returned product satisfies our conditions for resale we will then issue a refund or offer an exchange. Should the product fail to meet these conditions, we will not offer a refund.

We cannot accept returns which have been used, altered or damaged as a result of your oversight or neglect. Once opened (and this includes the cellophane), products cannot be returned or exchanged unless faulty on delivery.

6.4.3 You will have to pay the costs of the return in the event of a change of mind.

6.5 If you are returning the products for another reason other than a change of mind:

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, your legal rights entitle you to a full refund if your goods are faulty and you send them back to us within 30 days of the problem occurring.

6.5.1 We will pay the costs of return: If the products are defective or mis-described, or If you are ending the Contract because we have told you of an upcoming change to the product or these terms and conditions, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong

6.5.2 If you receive a product which has been damaged during delivery or appears to be faulty for some other reason please contact us within 30 days of receiving your order to arrange the return.

Please do not destroy or throw away any product, even if you suspect it to be faulty before you have contacted us. Doing so may affect any refund or replacement that you may be entitled to. If the product has been damaged in transit then it is also important that you retain the original shipping box and packing material for inspection by the carrier.

Upon receipt, we will make a determination, at our reasonable discretion, whether a product claimed to be damaged or defective was actually damaged in transit or defective when originally delivered to you.

6.6 After you cancel your order and return the Products, we will usually refund the price you paid for the products using the same method originally used by you to pay for your purchase.

Refunds for Shopify Payments customers will appear in their account in up to 10 business days. Refunds for PayPal customers will appear in their account in up to 30 days.

We will usually process the refund due to you as soon as possible and, in any case, within 30 days of receiving the order back from you.

If goods are returned repeatedly we may refuse to accept orders at our discretion.

6.7 Refunds for Products purchased as gifts can only be made to the original purchaser and only via the original payment method.

If you have any questions regarding returns, please contact us at


7. Our Liability

7.1 We accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

7.2 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

7.3 Nothing in this section 7 or elsewhere in our Terms & Conditions affects your statutory legal rights.


8. Notices

Any formal legal notices should be sent to us at our registered office address.


9. General

9.1 If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.

9.2 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

9.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.

9.4 You and we agree that English law applies to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the English courts. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.

9.5 We do not sell perfume to be resold or divided and then subsequently resold. Should we believe that this may occur, we will decline your order and refund any monies paid. There shall be no further liability on us.


10. Accuracy of Information

10.1 We will use reasonable endeavours to ensure that information on the Site is accurate, but commentary and other material posted on the Site are not intended to amount to advice on which reliance should be placed. Except to the extent that our Terms & Conditions apply, we make no representation or warranty that any information is accurate, complete or up-to-date and, to the fullest extent permitted by law, we accept no liability for any loss or damage caused by any reliance placed on such information by you or anyone to whom you communicate such information.

10.2 We have done our best to display the colours of our products as accurately as possible but as computer monitors vary we cannot guarantee the colour accuracy of the images displayed on our site.

10.3 If you find any inaccurate information on the Site please let us know and we will endeavour to correct it, where we agree, as soon as reasonably practicable.


11. Making Contact

If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to contact us by emailing us at

If we have to contact you we will do so by writing to you at the email address you provided to us in your order.


12.  Thank you!

Thank you for reading and agreeing to these Terms and Conditions.


We hope you enjoy your Fiole purchase.