Returns Policy

GATHER Returns Policy 

 We hope you are happy with your purchase from GATHER. If you change your mind, or if there is a problem with your order, this policy explains how to return items. It should be read together with our Terms & Conditions, which take precedence in case of conflict. 

1. Your Legal Rights 

1.1 Online Purchases 

Under the Consumer Contracts Regulations, you may cancel your online order within 14 days of receipt. 

  • You must notify us by email and obtain a Returns Number before sending goods back. 

  • Goods must be unused, unopened, in resalable condition, with original packaging and seals intact. 

  • For hygiene reasons, fragrances or cosmetics that have been opened cannot be returned unless faulty. 

You are responsible for return costs unless the goods are faulty or misdescribed. 

1.2 In-Person Purchases (Pop-Ups, Workshops) 

Consumer Contracts Regulations do not apply to in-person purchases. 

  • We may offer an exchange or credit note within 14 days, provided items are unused, unopened, in original condition, with proof of purchase. 

  •  Faulty or misdescribed goods are covered under the Consumer Rights Act 2015, entitling you to a repair, replacement, or refund. 

1.3 Business Purchases 

This Returns Policy applies only if you are acting as a consumer. 

Where goods are purchased wholly or mainly for business use, you do not have the rights set out in the Consumer Contracts Regulations. In such cases, returns are at our discretion, and our liability is limited as stated in the Terms & Conditions. 

2. Faulty or Damaged Goods 

  • If goods are faulty, you may claim a full refund within 30 days of delivery. 

  • After 30 days, you may be entitled to a repair or replacement. 

  • If goods arrive damaged in transit, please retain all packaging and notify us immediately with photographs. 

3. How to Return an Item 

1. Contact us at info@gather-store.com to request a Returns Number. 
2. Use the original shipping packaging where possible and pack securely. 
3. Include your order confirmation or proof of purchase. 
4. Returns for faulty goods: we will provide a pre-paid shipping label. Will not provide reimbursement for goods returned without using our prepaid shipping service. 
5. Returns for any other reason: you must cover the cost of return and use a tracked, insured service. Goods remain your responsibility until confirmed received at our returns address. 

4. Refunds 

  • Refunds are made to your original payment method. 

  • Delivery charges are non-refundable. 

Refunds will be issued according to the payment method below (note that timescales are our maximum expected processing timeframe) and begin on receipt of your returned Product(s): 

  • Up to 10 business days via Shopify Payments. 

  • Up to 30 business days via PayPal. 

5. Items That Cannot Be Returned 

  • Opened or used fragrances, cosmetics, or bodycare products (unless faulty). 

  • Products damaged after delivery. 

  • Returns based on personal preference once a product has been opened (e.g. dissatisfaction with fragrance). 

We provide samples or blotters with online orders to help you decide before opening. 

6. Allergies & Skin Reactions 

  • Ingredients are listed on packaging and on the product page at gather-store.com. 

  • You must check ingredients and avoid known allergens. 

  • A patch test is recommended before use. 

  • A skin reaction or allergy does not make a product faulty if the product was supplied as described with ingredients disclosed. 

  • If you experience an adverse reaction, stop using the product, seek medical advice, and report it via the UK Yellow Card Scheme (MHRA)

Frequently asked questions
What is your return policy?

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 and stickers intact where applicable) within 14 days of receiving your order. You will be responsible for any costs incurred for returning a product.

Please refer to the full refund policy here.
Do you sell samples of the fragrances?

Currently this not a service that we offer. However, orders placed will receive a 1ml sample to try where possible, or a sealed blotter of the matching fragrance to get a good feeling of the fragrance before opening the full size product.
When will I get my order?

We aim to wrap, pack and send your parcel within 48 hours of accepting your order online. Once Royal Mail has your parcel we will send you the tracking information and is sent Tracked 24 or 48.
Are your fragrances authentic and safe?

As avid lovers of fragrance and having worked in the industry for many years, you can rest assured we work with highly respected distributor partners and fragrance houses directly.

If you have a concern about safety of any products we stock, we refer you to check the ingredients list on each brands website. If you have a known health concern, please consult your doctor in the first instance. We are not held responsible for any reactions you might have.

My fragrance doesn't smell how I thought it would

We provide you with a matching 1ml vial or blotter of your chosen fragrance/s. This allows you to experience it on skin, or if a blotter gives you a very good impression of the final drydown experience. Fragrances will develop and change over time in combination with varying factors such as skin chemistry, diet, temperature.

This does not make your product not fit for purpose.