Refund policy

At De Antoine, every order is carefully prepared and packed before delivery. Please read our Refund & Exchange Policy before placing an order.

Return & Exchange Eligibility

Returns or exchanges are only accepted if the item received is:

• Damaged during delivery
• Defective
• Incorrect or different from the item ordered

For hygiene and safety reasons, we do not accept returns or exchanges due to change of mind, scent preference, personal suitability, or after the product has been opened or used.

Reporting Time

If you receive a damaged, defective, or incorrect item, please contact our customer care team within 24 hours after receiving your order.

Requests made after 24 hours may not be accepted.

Required Proof

To help us review your request, please provide:

• Order number
• Clear photo of the product received
• Clear photo of the shipping label
• Unboxing video from the original sealed package
• Description of the issue

Requests without complete proof may not be approved.

Product Condition

Returned products must be:

• Unused
• Unopened
• In original packaging
• Complete with all accessories, boxes, seals, and labels

Products that have been opened, used, damaged after receipt, or returned incomplete cannot be accepted.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Opened perfume products
• Opened reed diffusers
• Opened personal care products
• Products damaged due to customer handling or storage
• Products purchased during final sale or clearance promotion
• Gift cards
• Products purchased from unauthorized sellers

Scent Preference

Fragrance is personal and may smell different depending on skin type, room condition, temperature, humidity, and personal preference.

For this reason, we cannot accept returns or exchanges because the customer does not like the scent, the scent feels different from expectation, or the scent performs differently on different skin or room conditions.

Exchange Process

If your request is approved, De Antoine may offer one of the following solutions:

• Replacement with the same product
• Exchange with another product of equal value, subject to stock availability
• Refund, if replacement is not available

Our team will provide instructions on the next steps after your request has been reviewed and approved.

Return Shipping

If the issue is caused by De Antoine, such as an incorrect item, defective item, or approved damaged item, De Antoine will assist with the return or replacement process.

If the return is not caused by our error, return shipping costs may be the customer’s responsibility.

Refunds

Refunds are only issued after the request has been reviewed and approved by De Antoine.

If a refund is approved, it will be processed to the original payment method where possible. Processing time may vary depending on the payment provider, bank, or payment method used.

Items Purchased From Physical Stores

Products purchased from De Antoine physical stores or retail locations must follow the policy of the store where the purchase was made.

Please keep your receipt or proof of purchase for any request.

Unauthorized Sellers

De Antoine is not responsible for products purchased from unauthorized sellers, unofficial marketplaces, resellers, or third-party sources outside our official channels.

Contact Us

For refund, exchange, or damaged item requests, please contact our customer care team.

WhatsApp: +62 877-7808-4561