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Dear Perfume Lover,

With stores beginning to reopen, we're excited to update you on our plans.

- In England and Wales - All stores reopen on the 12th of April.
- In Scotland - We hope to reopen on the 26th of April.
- In Northern Ireland and the Republic of Ireland - our stores remain temporarily closed.

For more information on the safety steps we have taken click here.

We’re expert, we’re passionate, we care

Here at The Perfume Shop, we’re more than a shop. We are a people business. We care about every single customer from their expectations, their desires, their time and money. Whether it’s on our website or in our stores, your experience is very important to us. We want to ensure from start to finish that you feel very considered and you got great value from The Perfume Shop experience. If you have any queries before or after your visit to The Perfume Shop we are here to help. You can do so by going to our Frequently Asked Questions or selecting our methods of contact below:

How to get in touch

Our Customer Service Team are happy to answer any question or query you may have about our stores, services and products. You can:

Call us on: 0333 344 2646
Email us at: onlineservices@theperfumeshop.com
Use our Live Chat feature below or when you see the icon on our website.

Our Customer Service Team are available:

Monday to Friday: 9am - 8pm
Saturday: 9am - 6pm
Sunday: 10am - 5pm

Our phone lines will be open:

Monday to Friday: 9am - 6pm
Saturday: 10am - 5pm
Sunday: 11am - 4pm

Live Chat

Tell us about your experience

We're always keen to hear feedback from our customer – good or bad, it helps us to keep delivering the best experience we can! Please leave us a Trustpilot review using the link below:

Leave A Review

FREQUENTLY ASKED QUESTIONS

Where is my order?

Once your order has been dispatched from our warehouse you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.

If the tracking on your order hasn't updated for several days get in touch with Customer Services who can look into it for you.

Customer Service Live Chat: Click here
Customer Service Email: onlineservices@theperfumeshop.com
Customer Service Phone: 0333 344 2646

Can I cancel or change my order?

Once an order has been placed unfortunately it cannot be cancelled or amended. You can return your order using our free returns service, or you can refuse delivery with the courier. The parcel will then be returned to us and we'll refund you. We’re hoping to be able to cancel or amend orders in the future!

My order is showing as delivered but I haven't received it?

If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, get in touch with Customer Services who can investigate further. We’ll ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Hermes. Once our investigation is complete we’ll then look at resending your order or refunding you.

Customer Service Live Chat: Click here
Customer Service Email: onlineservices@theperfumeshop.com
Customer Service Phone: 0333 344 2646

The tracking hasn't updated on my order

If when you track your order you can't see an update on your parcel and it's been more than 5 days, get in touch with Customer Services who can investigate further with Hermes.

Why is my member offer not working when I have a Rewards Club card?

It could be that you haven’t linked your Rewards card to your online account yet. Login to your account and check the Rewards section, linking your card if you haven’t already done so. The offers come directly from your Rewards Club card, so if your Rewards Club card and online account are not linked, you will not receive member offers.