Customer Reviews Policy
We welcome all customer reviews about us, and the products and services we make available on our websites and in our stores. We take our responsibilities seriously to ensure that customer reviews and customer review information published about us, our products and services, are genuine, honest and transparent.
As a responsible retailer, we do not publish customer reviews which we know are or suspect to be fake (i.e. not based on a customer’s genuine experience). This policy describes how we encourage and collect customer reviews and the steps we take (and our suppliers take on our behalf) to ensure customer reviews and customer review information published about us, our products and services, can be trusted.
If you have any concerns at all about the authenticity or display of a customer review or customer review information you see about us, our products or services, then please report this to us in the first instance by contacting our customer service team:
Phone: 0333 344 2646
Email: help@theperfumeshop.com
For more contact options, visit our Contact Us page.
We will take prompt action to investigate and resolve any reports we receive.
Please note that we may, in our sole discretion and without notice, update this policy from time-to-time as we deem necessary to further its purpose.
How we collect and moderate customer reviews
We use third party suppliers to collect and publish customer reviews and customer information about us, our products and services following genuine customer experience. These third party suppliers have been carefully selected and risk assessed to ensure they have the appropriate technologies, policies and procedures in place to help us moderate, detect, investigate and remove any customer reviews which may not be genuine. We routinely re-assess these suppliers and their services to ensure their technologies, policies and procedures remain effective.
Customer review content is moderated to ensure that it is lawful to publish. Customer review content is moderated using automated filtering and human verification processes to evaluate and take action on customer review content submitted, to ensure that it:
- Is not fake or fraudulent;
- Is not offensive, profane or otherwise indecent or inappropriate; does not include discriminatory comments;
- Does not promote any illegal activity or violate any law or regulation. Content may not threaten, harass, abuse, harm, or cause injury to others, or otherwise promote violence;
- Does not contain email addresses, phone numbers, physical addresses or other forms of personal contact information;
- Does not contain any advertising or links to other websites or apps;
- Does not (as far as we are aware) infringe, misappropriate, or violate the intellectual property rights of any third party, including without limitation, copyright (including moral rights), trademark, trade secret, or rights of privacy; and
- Does not contain any malware, spyware, viruses or similar harmful code.
We do not allow the alteration of any content within customer reviews, in any way. Any customer review content that we publish appears as originally written, including any grammatical errors.
All customer reviews submitted to us become our exclusive property. We have the right to publish any such reviews and may use them in any media without attribution or compensation to the authors.
Incentivised, colleague and supplier reviews
Sometimes we incentivise customer reviews, for example by providing free samples, loyalty card points or entry to free prize draws. Incentivised reviews are clearly marked as such on publication and we do not influence the content or display of incentivised reviews in any way.
Sometimes we partner with influencers for promotional purposes. We require any influencers working with us to clearly disclose the commercial nature of their relationship with us to customers when publishing any related content (for example by using the disclosure label #Ad).
Our colleagues and suppliers may publish customer review content and if they do, we require them to clearly disclose the commercial nature of their relationship with us to customers.
Non-compliance actions
Should we determine any non-compliance with this policy, following appropriate investigation and based on the circumstances of the case, we will take appropriate action to address the non-compliant activity. We may suspend or remove any or all customer reviews and/or customer review information from publication, take steps to prevent future submission of customer reviews and/or customer review information, deploy new technologies, processes and procedures to improve compliance, suspend and/or terminate relationships with third party suppliers and/or notify public authorities and regulators.
Submit a customer review
If you would like to submit a customer review about us, our products or services, following a genuine experience yourself, then please submit your review here:
https://uk.trustpilot.com/review/theperfumeshop.com
If you have a question or complaint, then please contact:
Phone: 0333 344 2646
Email: help@theperfumeshop.com
For more contact options, visit our Contact Us page.
Our Privacy Policy applies.