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.
Customer Service Live Chat: Click here
Customer Service Email: firstname.lastname@example.org
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!
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 Royal Mail or DX Logistics.
Please also note that tracking does not update straight away after shipping, please allow 24 hours after receiving your shipped email before attempting to track.
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.
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 via email or live chat and someone will investigate further. We’ll also ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.
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 use:
Our Customer Service Team Are Available:
Monday - Friday: 9am - 8pm
Saturday: 9am - 6pm
Sunday: 10am - 5pm
Our Customer Service New Year's Hours Are:
New Year's Eve – 10am - 4pm
New Year's Day – closed
We're Experts, 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.
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.
If you can’t e-mail or use our Livechat features...
Our Phone Lines are Open:
Monday - Saturday: 10am - 4pm
Sunday: Not Available