Shipping
& returns.

Where we ship

We ship to Canada and the United States. Prices in Canadian dollars ship to Canada, and prices in US dollars ship to the US. You can switch currency from the menu, or at the top of the page on desktop.

Rates

Castle Hill Reserve members’ monthly decants ship free, and so do extras added to their monthly box.

Processing and delivery

Orders are prepared and shipped within 1–2 business days, excluding weekends and holidays. Once your order ships, we’ll email you tracking details. Delivery times depend on the carrier and your location.

Fragrance contains alcohol and is treated as a flammable liquid for shipping, so we only use carriers and services that accept it.

US orders and customs

Orders to the United States ship from Canada and may be subject to import duties, taxes or carrier fees under current US customs rules. Any such charges are the responsibility of the recipient.

Addresses

Please check your shipping address at checkout. If a parcel is returned to us as undeliverable because of an incorrect or incomplete address, we’ll contact you to arrange reshipping, which may carry an additional shipping charge.

Lost or delayed parcels

If your tracking hasn’t updated for several days or your parcel shows as delivered but hasn’t arrived, email us at contact@joshyreal.com and we’ll work with the carrier to resolve it.

Returns

Every decant is filled by hand from a full-size bottle, so all sales are final. We can’t accept returns or exchanges for a change of mind, or for any decant that has been opened, sprayed or used.

Arrived cracked or broken

If a decant arrives cracked or broken, we’ll replace it, or refund it if that fragrance is no longer available. To make a claim:

• Email us at contact@joshyreal.com within 3 days of delivery, as shown by the carrier’s tracking.
• Include your order number and clear photos or a video of the damage, taken when you first opened the package and before the decant was used.
• Keep the decant and its packaging until we’ve reviewed your claim. We may ask you to send them back.

We can’t accept a claim made more than 3 days after delivery, or one without photos or video showing the decant was cracked or broken when it was opened.

If we send the wrong fragrance, email us within 3 days of delivery and we’ll put it right.

Cancellations

Need to cancel? Email us as soon as possible. If your order hasn’t shipped yet, we’ll cancel it and refund your payment in full.

Nothing in this policy limits any rights you have under applicable consumer protection law.