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Customer care

Order assistance

We handcraft every ÉCLATAUR fragrance in small batches in Texas, and we want every order to arrive exactly as you expected. See our return and refund policy for eligibility details.

  1. Cancellation

    Cancel within 3 hours, or ask within 48

    Cancel free of charge from your account within 3 hours of placing the order. For up to 48 hours you can still request a cancellation below: we honour it whenever the order has not yet entered fulfillment, but it is not guaranteed.

    Window: 3 hours from your account, requests up to 48 hours

    Read the full cancellation terms

  2. Refund

    Refund request, 30 days

    Unopened full size Eau de Parfum sprays in their original packaging are eligible for a refund request within 30 days of delivery, under our Try Before You Unseal guarantee.

    Window: 30 days from delivery, unopened only

    Read the Try Before You Unseal guarantee

  3. Anything else

    Other inquiries

    For questions about an existing order, shipping updates, damaged items, or anything else, choose Other on the form and tell us what you need.

    Response: within one business day

    Submit a request

Submit a request

Order assistance form

Please have your order number ready. You will find it in your order confirmation email or in your account.

What can we help you with?

Cancellations: press Cancel on the order in your account within 3 hours of placing it. A request here is accepted for up to 48 hours from placement and honoured whenever the order has not yet entered fulfillment; it is not guaranteed. Requests outside this window are evaluated as refund requests.

Refund requests are accepted within 30 days of delivery for unopened products in their original packaging. Our team confirms eligibility after review.

What happens next

  1. Step one

    Instant acknowledgment

    You will receive an automated email confirming we have received your request, along with a reference number for your records.

  2. Step two

    Review by our team

    A member of the ÉCLATAUR concierge team will verify your order details and evaluate your request against our published policy.

  3. Step three

    Resolution within one business day

    We reply by email with confirmation of your cancellation, refund approval, or any follow up questions we need answered.

Prefer to reach us directly?

A member of our team responds within one business day. Please include your order number and the nature of your request.

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Eclataur LLC (dba ÉCLATAUR) · 310 Silver Creek Trl, Sunnyvale, Texas 75182, USA · support@eclataur.com · +1 (469) 434-6194

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