Returns, Exchanges & Refunds Policy
Returns, Exchanges & Refunds Policy - Orders Placed Online
We hope that you are pleased with the products you receive from us, but if you do need to return anything bought from us we’ll be happy to help. Our Returns, Exchanges & Refunds Policy is described below. Please do contact us if you would like further information.
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Change of Mind or Unwanted Gifts
Conditions for Refunding
We are happy to refund or exchange an unwanted item where:
- The item is in a fully resaleable condition*. For fragrance bottles this requires that the cellophane has not been removed.
- The item is returned with the original, undamaged packaging*.
- The return is made within 28 days.
*Please note: 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 on the item. This does not affect your statutory rights.
How to Return Items to Us
Returns must be made to our Customer Services Team via Royal Mail.
- Contact us, either by:
- Email to onlineservices@theperfumeshop.com or
- Phone to our Customer Services Team on 01494 894149
- Please include the following information:
- Your Order Number
- Your Name
- Your Email Address
- The Product Code(s) of the item(s) you wish to return
- The Reason for the return
- Whether you would like a refund or an exchange
- Please send us the item(s) you wish to return, complete with:
- The original packaging and wrapping We are unable to process your refund until we receive the item back. We strongly advise that you ask the Post Office to stamp and date the ‘Certificate of Posting’ on your Despatch Note when sending items back to us. Please ensure that all items being returned are securely packaged
- When we receive the items back safely we will process your refund. For exchanges we will then place a new order for the required item exchange.
How Refunds are Paid
Refunds will be paid onto the same credit or debit card from which payment was taken for items safely returned to us. The refund value will be for the price paid when the order was placed.
How Exchanges are Processed
Where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and then place a new order for the exchanged items. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange.
Delivery Charges & Gift Wrap
We are sorry but the delivery charge paid when the order was placed is non-refundable for return of an unwanted item. The cost of returning unwanted items is your responsibility and we cannot refund your postage. We do not refund the cost of Gift Wrap or Gift Bags when unwanted items are returned.
Faulty Items, Damaged Items or Order Errors
We always make the very best endeavours to delivery your order without issue. However on occasion mistakes do happen. If this has happened to you we offer our sincere apologies. If you have received an incorrect order or a damaged or faulty item, please get in touch with us following the procedure below and we will aim to quickly solve the problem.
What to do
- contact us, either by:
- Email to onlineservices@theperfumeshop.com Or
- Phone to our Customer Services Team on 01494 894149
- Please include the following information:
- Your Order Number
- Your Name
- Your Email Address
- The Product Code(s) of the item(s) you wish to return
- The Reason for the return
- Whether you would like a refund, a replacement or an exchange
- Return the item to us
- For Refunds, Exchanges and Replacement Items please send returns to our Customer Services Team via Royal Mail.
- For Replacement Items you can choose to take the returned item to one of our shops. (You can only take your return to one of our shops in cases where you are exchanging for the same Product Code you originally ordered.) You must have your Despatch Note with you.
- Returning via Royal Mail
Please send us the item(s) you wish to return, complete with:- The original packaging and wrapping
- The Returns Form included on the Despatch Note
We are unable to process your refund until we receive the item back. We strongly advise that you ask the Post Office to stamp and date the ‘Certificate of Posting’ on your Despatch Note when sending items back to us. Please ensure that all items being returned are securely packaged.
- When we receive the items back safely we will process your refund, exchange or replacement item.
How Refunds are Paid
Refunds will be paid onto the same credit or debit card from which payment was taken for items safely returned to us. The refund value will be for the price paid when the order was placed and will include the delivery cost if the returned item is the only item in the order, or all items in the order are returned safely and the price of any Gift Wrap related specifically to the item(s) being returned.
How Exchanges are Processed
Where an exchange is required (for an item with a different Product Code to the item originally ordered), we will refund the value of the returned item and then place a new order for the exchanged item. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange. You will not incur any additional delivery or gift wrap charges for this. The delivery and gift wrap options from your original order will apply.
How Replacement Items are Processed
Where a new product is required in place of a faulty or damaged item, of the same Product Code, when we receive your return we will send out a replacement straight away. You will not incur any additional delivery or gift wrap charges for this. The delivery and gift wrap options from your original order will apply.
Return Delivery Charges
In the case of faulty or damaged items, or order errors, we will cover the cost of returning the items to us via Royal Mail. This will be via a cheque for the postal value.
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