Return Policy

At Votivo, we practice excellence in the art of fragrance. To ensure that each Votivo experience you have is an exceptional one, we are here to serve you with information related to returns and exchanges.

Did your order arrive with a damaged product?

If you will, please take a photo of the damaged product and send our customer service team a message on social @votivo, give us a call at 1-877-786-8486, or complete the “Contact Us” form. Upon receiving your email address, we will issue you a credit for your order or key a re-ship of your item at no cost to you.

Did your order arrive with an incorrect item?

If the items you received do not match the items you ordered, please give us a call at 1-877-786-8486 or complete our “Contact Us” form to let us know. One of our customer service team members will be more than happy to correct your order.              

Did you not enjoy the fragrances you ordered?

We understand that purchasing fragrances online can be difficult. If your order is in the same condition you received it in (ie. The packaging has not been opened. The candle has not been lit.) you can exchange your order for a different scent or return your order for a refund.

Here’s how it works:

You can exchange your order for a different scent by contacting our customer service department. Let them know your order number, and they’ll send you a return shipping label. At this time, you can let them know what you’d like to exchange your order for, and they’ll key an order to send you the new product once we receive your returned order.

You can reach customer service by filling out this form to get your return or refund started.

Was the product quality not satisfactory?

Providing you with an elite fragrance experience is our highest priority, so please share your concerns with us. If you fill out our contact form, and one of our customer service representatives will respond within 24-48 hours.

If you can provide an image of the bottom label of the item, we will give that information to our quality control team. They will check the batch number and research possible explanations for poor performance. To thank you for this communication, we will provide you a credit of equal value to your purchase or send you a new item to try.

Did you purchase one of our items from an independent retailer or online marketplace?

For a refund or exchange, please contact the retailer where you purchased the product. If it was a gift or you are unable to return to the retailer where the item was purchased, please contact customer service by phone at 1-877-786-8486 or by completing our “Contact Us” form.

Did you have issues with a promo code?

First, please keep in mind that only one discount can be redeemed per order. So, if there is an automatic discount you are enjoying based on an item in your cart, you will not be able to apply a promo code to that order. This is a great tip if you have more than one promo code available to use! Simply place two separate orders, and you can enjoy a discount on each one.

If you typed in the promo code for a valid and active promotion, but it was not applied to your order, we will refund you the amount that should have been taken off the order. Please reach out via telephone at 1-877-786-8486 so that one of our customer service team members can process your refund.