Refund policy
Return Policy in Canada
Date of Last Update: October 2026
Due to the limitations on product discovery through the online store, the online and offline channels have different return & exchange policies. Within the Retail store environment customers are able to experience the product before making an informed buying decision whereas our online customers are not. For this reason only the online store allows for refunds of unopened merchandise within a 30 day window.
Before initiating a return please ensure the items in question meet the following conditions:
The item was received less than 30 days ago.
The item has not been opened. For your convenience with each fragrance order you receive a corresponding trial sample. Learn more.
Your product is still in its original condition and packaging.
If you notice that one of your products has a defect or that it has been damaged, we invite you to follow the return process by mentioning the reason of the corresponding return on the form as well as by filling the box "I wish a replacement of my item" to receive a new copy of this product or be refunded.
We encourage you to specify on the form any information that could help us understand the reason for your return or the defect you found on the returned product.
If you wish to carry out the return of an electric diffuser, we invite you to contact directly our customer service team who will provide next steps. Please note that all online orders cannot be returned in store.
1. Retail Return Policy
In each store a return policy is displayed at point of purchase. This policy states that retail purchases can be returned within 14 days of purchase for exchange or store credit only. Merchandise must be unopened, unused, and accompanied by an original receipt or gift voucher. Diptyque reserves the right to modify its exchange and return policy.
2. Return process
1. Enter the order number and your email address on the online return portal.
2. Select the items that need to be returned and the quantity and reason for your return.
3. Prepare your package, print out the provided shipping label on your package.
4. Go to your nearest FedEX location to drop off your package.
For any questions please reach out to customer service so that we can support you throughout the return process.
3. Refunds
Refunds apply to unopened merchandise from online orders and will appear on the original card within 7 working days of the receipt of your package.
Once your refund has been accepted, you will receive a confirmation by email. Depending on your bank, the refunded amount will appear on your card within 7 working days following receipt of returned merchandise at the warehouse.
In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.
4. Cancellations and Exchanges
If you wish to cancel your order please reach out to customer service and initiate the process.
Exchanges can be requested for unopened items. Please reach out to customer service to initiate the process.
Diptyque honors exchanges for damaged or defective products. Please reach out to customer service to initiate the process.
For more information we invite you to contact us at +1 (833) 798-0845 or at customerservice-ca@diptyqueparis.com
Monday to Friday - 9 am - 6 pm (excluding US public holidays)
