FAQs & Help

If you have a question about our website, placing an order, products, stores, or just about anything, have a good browse through our FAQs for the answer.

Internet Orders

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I'm having trouble placing an order can you help?

For technical assistance please email us on onlineservices@theperfumeshop.com or ring us on 0800 98 88 660

Is it possible to get my product gift wrapped?

We do offer a gift wrap service on our orders.

For Click and Collect orders and Shutl orders gift wrapping is free of charge.

Can I change what I have ordered?

Once an order is placed, unfortunately it cannot be amended online. We can cancel your order so that you can correct it, please email cancellations@theperfumeshop.com. Please note, these requests will be answered during our opening hours.

I forgot to use my promotion code - can I add it?

Promotion codes do have to be entered at the time of placing the order. They cannot unfortunately be added on after the order process has been completed.

Do you offer a price match service?

Unfortunately, we do not offer a price matching service. As a reputable retailer we do our utmost to remain as competitive as we can on the market to ensure our customers get the best value from shopping with us.

Can I amend the delivery option for my order?

As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.

How do I cancel my order?

To cancel an order please send an email to cancellations@theperfumeshop.com. Please include your order reference number in the title of the email. Please briefly indicate why you would like to cancel the order. Once your order cancellation email is received we will cancel your order and send you a confirmation email of this. Please note, if the cancellation request isn't sent before the item is despatched then we may not be able to refund you for delivery charges.

Where do you deliver to?

Currently we only offer delivery within the UK.

How do I find out what's happening with my delivery?

If you have not yet had a despatch confirmation email please contact customer services on 0800 98 88 660 or onlineservices@theperfumeshop.com.

Payment

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What methods of payment do you accept?

We accept the following methods of payment issued in the UK.

Payment Methods



 

Love 2 Shop Payment

 

We do accept Love 2 Shop payment online. Love 2 Shop payment online can only be made by a Love 2 Shop gift card.

A Love 2 Shop gift card can only be used online if it has the registered Mastercard logo displayed on the front. Cards with the Flex-e-Cash symbol can not be used.

Love 2 Shop gift cards cannot be used as part payment for goods online. Love 2 Shop is not accepted in our Boundary Mill stores.



 

One4all Payment

 

We do accept One4all payment online and in-store (with the exception of our Boundary Mill stores). One4all payment online can only be made by a One4all gift card.

When spending online, the One4all Gift Card acts as a prepaid Visa debit card. In payment options at the checkout, select ‘Visa’ or ‘Visa Debit Card’. Please make sure that the total cost of your basket is equal to or lower than the value of the One4all.

As the One4all acts as a Visa debit card, you cannot combine multiple cards for an online purchase. You can spend multiple One4all Gift Cards when spending in-store.

Can I redeem my gift voucher/gift card online?

 

The Perfume Shop Gift Vouchers/Cards

 

Unfortunately at the moment we are unable to accept gift vouchers/cards as methods of payment on our website. They can however, be redeemed in stores. To find your nearest store please use our store locator.



 

Love 2 Shop Payment

 

We do accept Love 2 Shop payment online. Love 2 Shop payment online can only be made by a Love 2 Shop gift card.

A Love 2 Shop gift card can only be used online if it has the registered Mastercard logo displayed on the front. Cards with the Flex-e-Cash symbol can not be used.

Love 2 Shop gift cards cannot be used as part payment for goods online. Love 2 Shop is not accepted in our Boundary Mill stores.



 

One4all Payment

 

We do accept One4all payment online and in-store (with the exception of our Boundary Mill stores). One4all payment online can only be made by a One4all gift card.

When spending online, the One4all Gift Card acts as a prepaid Visa debit card. In payment options at the checkout, select ‘Visa’ or ‘Visa Debit Card’. Please make sure that the total cost of your basket is equal to or lower than the value of the One4all.

As the One4all acts as a Visa debit card, you cannot combine multiple cards for an online purchase. You can spend multiple One4all Gift Cards when spending in-store.

Delivery

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Who do you use for delivery?

We use Royal Mail Tracked for our Standard Delivery service and Royal Mail signed for Tracked for our Next Day Delivery Service. In some circumstances we may need to send your order with a different courier, and we will do our best to notify you of this. Orders placed using our Shutl delivery service will be delivered by an independent courier.

Returns

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For detailed information about returns please see Returns, Exchanges & Refunds Policy.

How do I return an unwanted item?

Items can be returned either by post, or to one of our stores (see next question) or via Collect Plus.

Returning an item by post

To return an item by post please parcel it up and include a note with the following information:

  1. Your Order Number
  2. Your Name
  3. Your Email Address
  4. The Product Code(s) of the item(s) you wish to return
  5. The Reason for the return
  6. Whether you would like a refund or an exchange

 

Please send it via Special Delivery to:
Customer Services
The Perfume Shop
Cypress House
The Gateway Centre
Cressex Business Park
High Wycombe
HP12 3SU

Please note, if you do not send it by Special Delivery and it doesn't arrive at Head Office we will not be able to action any refund/exchange, as there is no method of tracking available.

Is it possible to return products bought from the internet to a store?

If your product is unwanted or you've changed your mind you can return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you MUST take your despatch confirmation email as proof of purchase with you. No return can be completed in store without it. Any return to store must be done within 28 days, and the product must be returned unused and unopened. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We are unable to refund postage or gift wrap charges if your product is unwanted or you have changed your mind.

How do I return my Internet order if I have paid by PayPal?

Return your product to your nearest store for an exchange ONLY. If you decide to return your product to store then you MUST take this proof of purchase with you. No exchange can be completed in store without it. Any return to store must be done within 28 days, and the product must be returned unused and unopened. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We are unable to include postage or gift wrap charges if your product is unwanted or you have changed your mind.

What do I do if I receive a faulty item?

The Perfume Shop is an Authorised Brand Retailer for a huge range of fragrances. As such we take the quality of the products we sell very seriously. If you have received a faulty item it can be returned either by post or to one of our stores (please see above for details).

Please see Faulty Items, Damaged Items or Order Errors for more details.

What do I do if I receive an incorrect item?

We have a number of checks in place to try and ensure the accuracy of the orders we send. If you have received an item which is different to that which you ordered please contact us immediately on 0800 98 88 660 or email on onlineservices@theperfumeshop.com.

How long will it take to get my internet order refund?

When Finance process your refund you will get an email sent to the email address which you placed the order with. This means that the refund has been processed our end, at which point it normally takes 2-5 working days to show on your account. Please note that it can take up to 10 working days.

Products & Our Stores

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Are the prices on your website the same as in your stores?

Yes, we like to think of our website as one of our stores. The prices and offers will therefore be the same online and in store, subject to stock availablity.

Do your prices change?

In order to offer the customer the best deal possible at any given time our prices do frequently change. In terms of orders however, the price that we charge will be the same as that quoted in your email confirmation.

How do I find my nearest store?

To find your nearest store please use our store locator. We find it easiest to just input your post code.

What's the difference between Aftershave, EDT and EDP?

Quite simply it is the difference in the amount or concentration of the fragrance oils in a perfume. A higher concentration fragrance will last longer, and won't need as much applying.

What do I do if I can't find an item I'm looking for online - does that mean you don't sell it?

Not necessarily - it may be that the item is out of stock, or that it is one of the brands that we currently carry exclusively in our stores (e.g. Chanel or Dior). If the item you are looking for isn't online please drop us an email with the name of the product and your post code so that we can check if we have it, and confirm availability in your nearest store.

Is it possible to get my product gift wrapped in store?

Yes it is possible to have your item wrapped FREE of charge when you make a purchase in one of our stores. Please bear in mind that during peak times this service may not be available. Please ask our staff for more details in store.

Can I buy vouchers online?

You are able to purchase gift cards online in denominations of £15, £20, £30 & £50. These are only redeemable in our stores. We cannot currently accept gift cards online.

This is a brief outline of the most frequently asked questions that we receive. If you require any more information, or your question is not answered above please contact our friendly Customer Services Team on onlineservices@theperfumeshop.com or ring 0800 98 88 660.