Help & FAQ's

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

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

For technical assistance please email us on onlineservices@theperfumeshop.com or ring us on 01494 894149.

Is it possible to get my product gift-wrapped?

We do offer a gift-wrap service on our orders. Please see Gift Wrapping for details .

Can I change what I have ordered?

Once an order is placed, unfortunately it cannot be amended online. We would be happy to help you either re-place the order through us if you want to add items, or cancel items if you no longer want something. To do this, please contact us on 01494 894149 or onlineservices@theperfumeshop.com.

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.

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 onlineservices@theperfumeshop.com. Please include the word "cancel" and 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 01494 894149 or onlineservices@theperfumeshop.com.

If your order has been despatched and you are awaiting delivery please contact the Courier Company on 01494 461 412 or sales@theparcelco.com.

Payment

What methods of payment do you accept?

We accept the following methods of payment issued in the UK

Can I redeem my gift voucher/gift card online?

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.

Delivery

When can I expect my order to be delivered?

We aim to deliver your order the next working day after you receive your despatch email. We offer deliveries Monday-Friday, between 8am and 6pm, and require a signature upon receipt of delivery. Please note, we cannot guarantee delivery to remote rural areas within our normal timescales. If you live in a remote area please allow extra time for delivery. If you are concerned about delivery times please contact us.

Who do you use for delivery?

We coordinate with a courier company who use either SecureMail DX, Fed Ex, or Royal Mail for deliveries. To speak to the Courier Company directly about deliveries please ring 0844 277 3311

What should I do if my order doesn't arrive on the expected delivery date?

We always endeavour to deliver your order as quickly as possible. As such, if your order hasn't arrived within 3 working days (Monday-Friday) of receiving your despatch confirmation email please ring us on 01494 894149 and we will investigate.

For detailed information about Delivery please see Delivery Information.

Returns

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).

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 you would like to return an item to one of our stores please inform us by email of the order number, the item you are returning, which store you will be returning it to, and when you will be in store. We will follow by sending them a copy of your invoice, and sending you a confirmation.

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 01494 461 412 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

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. For more detailed info please take a look at our Jargon Buster.

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 purchase in one our stores. Please note that this service is not always available in all our stores due to paper availability. Please ask our staff for more details in store.

Can I buy vouchers online?

Currently our vouchers must be both purchased and redeemed in store. They cannot be bought online, and they cannot be redeemed on an online order.

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 01494 894149.