Naissance Returns Policy

Changed your mind?

Whilst we hope that you enjoy our products as much as we do, however if you do change your mind we will be happy to offer a full refund for the value of the product(s) purchased in line with the terms stated below:


If you wish to cancel any part of an order you have placed with us please contact us on 0800 0430 826 or email us at or click the 'Contact Us' link found at the top and bottom of this page. We are open Mon-Fri 8.00am – 16:30pm. 

Where your order is cancelled prior to it being dispatched the full value of the order including delivery will be refunded. Unfortunately, where only part of the order is cancelled we are unable to refund any postage costs.


Cancellations made after the order has been dispatched are processed as returns. We are happy to accept returns of unopened products and offer a full refund of the product value where we are notified of the return within 30 days of you receiving your product(s). We are unable to offer refunds on the postage costs of your order. 

For returns please contact our customer service team We recommend that you obtain proof of postage when returning goods, please note postage 

costs for returns will not be refunded. 

We are unable to offer exchanges for returns and a refund will be offered in all cases.

Damaged Items

If any of your items arrive damaged, we will replace them and we may ask you to provide photographic proof of the damage or in some cases to return the damaged items which will be at our cost. Where items are damaged in transit you may be asked to provide information to help us reclaim our costs. Damaged items should be reported to our customer services team as soon as possible, and within 30 days of receiving the product. We will offer a full refund of the product that has been damaged or will resend you a replacement product. Unfortunately, we are unable to offer a refund on postage costs where only part of the order is damaged. 

Please note the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to items that have been made bespoke for you or bought for business purposes. For custom business orders, i.e. orders not available via our website but put together on request (usually for large quantities or larger sizes of expensive oils), once an invoice has been issued all these orders will be subject to a 20% restocking fee if cancelled. The restocking fee covers the time and cost of preparing a custom order and ordering in goods to fulfil the order. 

Any refunds that fall outside of the above are at the discretion of management.