Dear Fragrance Fans
Another day, another change to government guidelines!
Though necessary, it’s difficult to make sense of it all, so here’s an update on our current services across countries and Tiers.
In England – Our stores remain temporarily closed
In Wales – Our stores remain temporarily closed
In Scotland – Our stores remain temporarily closed
In Northern Ireland – Our stores remain temporarily closed
In The Republic of Ireland – Our stores remain temporarily closed
Thank you & stay safe
Gill Smith, The Perfume Shop Managing Director
Our Customer Service Team are here to support you and are extremely busy at the moment.
With safety measures in place to protect our people it may take us longer than usual to get back to you.
We hear you, we see you and we will reply to every one of you as soon as possible.
If your query isn't urgent, don't forget you can check out our FAQs.
Thank you for your understanding and ongoing support for The Perfume Shop.
FREQUENTLY ASKED QUESTIONS
Where is my order?
Once your order has been dispatched from our warehouse you'll receive an Order Shipped e-mail with your tracking link. You can then track the parcel directly with the courier. If you can't find your e-mail make sure you double check your junk/spam folders.
Orders are normally dispatched within a few working days, however, due to higher volumes than normal over the festive period our couriers are extremely busy which may impact your delivery time. Please check your order confirmation email for your estimated delivery time.
For orders placed from 25th November & 1st December, your order will take up to 11 days to arrive from the date of purchase. For any standard delivery orders placed after the 2nd December, your order will take up to 7 days to arrive from the date of purchase. Please do not contact Customer Service until your estimated delivery date has passed.
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.
Can I cancel or change my order?
Once an order is placed, unfortunately it cannot be amended online.
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.
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.