Refund policy

RETURNS & REFUND POLICY

When can I collect my order?

Reserve one of our limited fifty bottles via our online rolling pre-order by Monday to collect in 5 business days from Saturday, from one of our local studio partners in Nairobi.

 

Our Quality Promise

Because each bottle of Ambre is personalised: made to pre-order and engraved with your preferred initials, we generally do not accept returns, even if the bottle is unused. However, If there is anything wrong with your Ambre, please contact us as soon as possible via returns@journaldupole.com to arrange a return and deliver your Ambre back to our local studio partner so that we can make it right.

 

Allergic reactions

Ambre is specifically formulated with Vitamin E to reduce the risk of sensitisation from Colophonium (pine resin), a known skin sensitiser. However, in case you have a pre-existing sensitivity, we recommend a patch test before first use. A tester is available with our local studio partner. In the event of an allergic reaction, discontinue use immediately. We are unable to offer refunds for used bottles on the basis of an allergic response, but we will provide formulation and safety information on request to support any medical consultation.

 

European Union 14 day cooling off period

Subject to our Quality Promise above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the digital receipt or order confirmation.

 

Refunds
Approved refunds are processed within 5–10 business days to the original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at refunds@journaldupole.com.