No. 01
At Napa Fragrance, we want every order to arrive smoothly and every customer to shop with confidence. From carefully packed deliveries to simple, transparent return support, our goal is to make the experience as effortless as the fragrances themselves. Everything you need to know about shipping and returns can be found below.
No. 02
We want you to truly love your Napa Fragrance purchase.
Unused and unopened items may be exchanged within 14 days of purchase with the original receipt.
Original shipping charges are non-refundable. For any approved exchanges, return shipping is the responsibility of the customer.
Due to the nature of fragrance and home products, any used or opened items cannot be accepted for return or exchange.
All custom products are final sale and are not eligible for returns or exchanges.
We will work quickly to ship your order as soon as possible - typically 2 to 3 business days after the order is placed. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
If your order arrives damaged, please contact us within 3 business days of the delivery date. We require video documentation of the damaged item and original packaging in order to review the claim.
Please include your order number, a brief description of the issue, and clear video of the damage. Once reviewed, we will determine the appropriate next steps, which may include a replacement or store credit.
Claims submitted after 3 business days, or without supporting documentation, may not be eligible for replacement or credit.
Shipping coverage depends on the carrier and shipping method selected at checkout. If your package is damaged in transit, documentation may be required so that a claim can be filed with the shipping carrier. Additional insurance may be available for select high-value orders upon request before shipment.
If you believe your item is defective, please contact us within 7 business days of delivery with your order number, a brief description, and a short video clearly showing the issue.
This helps us review concerns such as a faulty spray pump, leakage, or a candle that is not burning as expected. Please note that candle tunneling or uneven wax melt may be related to burn conditions or candle care, including short burn times, untrimmed wicks, or drafts. Be sure to follow all guidelines on our candle care page here.
After reviewing your documentation, we will determine the appropriate next step, which may include care guidance, replacement, store credit, or another resolution at our discretion.
If you are having issues or would like to get in touch for general inquiries, please reach out to contact@napafragrance.com
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