Delivery & Collection information

Coronavirus Update:

The health and safety of our customers, employees and members of our delivery network is a key priority for us and our delivery partners during this period of uncertainty. As such our delivery partners may need to make changes to their services temporarily. The latest advice and updates from our courier partners can be found below. For information on which couriers we use for our services please Click Here. You will also receive a tracking link for the relevant courier via email when your order is dispatched.

Royal Mail:

If your order requires a signature, then you will no longer be asked to sign their handheld device. Instead, the person accepting your delivery will be asked for their name. Additionally, for all customers where Royal Mail need to deliver any item that won’t fit through your letterbox, such as our parcels, your item will be placed at your door. Having knocked on your door, the driver will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

For more information regarding Royal Mail deliveries, click here.

Hermes:

Are encouraging all customers to use the alternative delivery options available to them; myPlaces, Diversions and Safe Place for example, which means that they do not have to receive their parcel direct from the courier or sign for it. These can be found via their app or their delivery notifications.

For those customers who do not divert, we have today put in place a temporary process for our signature deliveries which couriers will follow to ensure contact is minimised.

Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then provide the customer with a calling card stating that safe place

Where a safe place is not possible, couriers will still knock on the door but rather than asking for the customer to sign, couriers will ask the customer for their name, input this into their hand-held device and then write “Covid-19” in the signature box. Capturing the name ensures that the security of delivery is maintained whilst avoiding the need for the customer to physically sign. Crucially it also ensures that the customer receives their parcel when they are expecting it.

DPD:

Will no longer require customers to sign handheld units, drivers will sign on their behalf.

The driver will record the consignees name and a ‘Delivered on Authority’ message in the signature section of the unit.

This process will mean that customers still get full track and trace functionality.

This now forms the proof of delivery process for all deliveries until further notice.

Additionally, we recognise that some people may be self-isolating and unwilling or unable to open their door to receive parcels. Customers can download the DPD app and set their delivery preferences to leave in a safe place.

If you don't have the DPD app you can select Leave Safe in your in-flight options, if you've allowed DPD to do so.

You can also now leave a note on your front door telling the driver where to leave the parcel. A photo will be taken of this upon delivery.

We are temporarily suspending our international deliveries during this time.

Yesterday DPD also suspended their Pickup service to comply with the Government's advice to close non-essential shops.

Delivery Type
Cost
Estimated Time
UK Standard Delivery
UK Standard Delivery
FREE Delivery within 7 working days.
Find out more
UK Next Day Delivery
UK Next Day Delivery
£3.99

Our website and app are open as usual, however the health and safety of our warehouse colleagues is extremely important to us and we have taken the decision to temporarily pause our next day delivery services. Any orders that have been placed on or before the 24th March 2020 will be processed with the selected delivery option. We’re monitoring the situation daily and when safe to do so, our usual service will resume.

Order by 8pm (Monday - Friday) for Next Day Delivery.
For personalised products, please order by 4pm (Monday - Friday).
Find out more
Special Delivery
Special Delivery
£5.99

Our website and app are open as usual, however the health and safety of our warehouse colleagues is extremely important to us and we have taken the decision to temporarily pause our special delivery services. Any orders that have been placed on or before the 24th March 2020 will be processed with the selected delivery option. We’re monitoring the situation daily and when safe to do so, our usual service will resume.

Order by 4pm (Monday - Friday) for Next Day Delivery by 1pm.
For personalised products, please order by midday (Monday - Friday).
Find out more
Nominated Delivery
Named Day Delivery
£4.99

Our website and app are open as usual, however the health and safety of our warehouse colleagues is extremely important to us and we have taken the decision to temporarily pause our named day delivery services. Any orders that have been placed on or before the 24th March 2020 will be processed with the selected delivery option. We’re monitoring the situation daily and when safe to do so, our usual service will resume.

Orders will be delivered on your chosen day. Delivery options will be shown at checkout.
Find out more
International Delivery
International Delivery
 

UNFORTUNATELY THIS SERVICE IS TEMPORARILY UNAVAILABLE

Delivery within 3-7 working days for the countries in the table below (mainland only):
Find out more
Delivery Country
Delivery Cost
France, Germany, Netherlands & Spain £4.99
Austria, Belgium, Denmark, Italy, Luxembourg & Portugal £6.99
Estonia, Poland, Slovenia & Sweden £8.99
Bulgaria, Croatia,Czech Republic, Finland, Hungary, Latvia, Lithuania, Romania & Slovakia £12.99
Collection Point
Collection Point
£1.99

UNFORTUNATELY THIS SERVICE IS TEMPORARILY UNAVAILABLE.

Order by 2.30pm for collection the next working day.
Find out more.
Click & Collect
Click & Collect
FREE

UNFORTUNATELY THIS SERVICE IS TEMPORARILY UNAVAILABLE

Our website and app are open as usual, but our stores are now closed until further notice. If you have an order that is still instore awaiting collection this will be cancelled and your payment refunded to you. Please contact our customer service helpline if you have any further queries

Collect in 30 minutes if your item is in stock in your chosen store.
Order by 6pm (Monday - Friday) to collect the next working day if your item is not in stock.
Find out more.

UK Standard Delivery

Delivery within 7 working days.

Standard Delivery is available for UK addresses only.

Deliveries are made by Royal Mail & Hermes Monday to Saturday.

We cannot always guarantee delivery within our normal timescales to rural areas or if we are experiencing severe weather conditions.

Delivery does not require signature.

UK Next Day Delivery

Next Day Delivery is available for UK addresses only.

Deliveries made by Royal Mail Monday to Saturday with signed proof of delivery.

Orders placed before 8:00pm Monday to Friday will be despatched on the same day and delivered the Next Day. Orders containing personalised products must be placed before 4:00pm Monday to Friday and these will be despatched on the same day and delivered the Next Day.

Orders placed on a Friday (after 8:00pm), Saturday or Sunday will be despatched on the following Monday and delivered Tuesday (excluding Public Holidays). Orders that are despatched on a Saturday or Sunday will be delivered on Tuesday. Orders containing personalised products that are placed on a Friday (after 4:00pm), Saturday or Sunday will be despatched on the following Monday and delivered Tuesday (excluding Public Holidays).

We cannot always guarantee delivery within our normal timescales to rural areas or if we are experiencing severe weather conditions.

*Exclusions apply to the following postcodes. We deliver within 2 working days to: GY1, GY9, HS2, PA61-75, PA78 and ZE2-3 and 3 working days to KW16-17, PH30, PH41-44. For further information and to track your order click here.

Special Delivery

Special Delivery is available for UK addresses only.

Deliveries guaranteed by 1:00pm by Royal Mail Monday to Saturday with signed proof of delivery.

Orders placed before 4:00pm Monday to Friday will be despatched on the same day and delivered the Next day by 1:00pm. For personalised products order by midday (Monday - Friday).

Orders placed on a Friday (after 4:00pm), Saturday or Sunday will be despatched on the following Monday and delivered Tuesday (excluding Public Holidays). Orders that are despatched on a Saturday or Sunday will be delivered on Tuesday.

We cannot always guarantee delivery within our normal timescales to rural areas or if we are experiencing severe weather conditions.

*Exclusions apply to the following postcodes. We deliver within 2 working days to: GY1, GY9, HS2, PA61-75, PA78 and ZE2-3 and 3 working days to KW16-17, PH30, PH41-44.

For further information and to track your order click here.

Named Day Delivery

Named Day Delivery is available for UK addresses only.

Deliveries guaranteed by DPD.

Orders will be delivered on your chosen day. Delivery options will be shown at checkout.

We cannot always guarantee delivery within our normal timescales to rural areas or if we are experiencing severe weather conditions.

*Exclusions apply to the following postcodes: AB37, AB38, AB55, AB56, DB99 9AA, FK20, GY, IM, HS, IV, JE, KW, PA20-PA38, PA41-PA49, PA60-PA78,PA80, PH20-PH26, PH30-PH44, PH49, PH50, PO30-PO41,ZE, DD, DG3-DG9, FK11-FK17, FK21, KA, KY8-KY10, KY13-KY16, PA17, PA18, PH1-PH16, PL13, PL14, PL22-PL35, & TR

International Delivery

UNFORTUNATELY THIS SERVICE IS TEMPORARILY UNAVAILABLE

Deliveries are made by Hermes Monday to Friday.

International Delivery is available for the following countries (mainland only): Austria (3-5 days), Belgium (3-5 days), Czech Republic (3-7 days), Denmark (5-7 days), Finland (3-7 days), France (3-4 days), Germany (3-4 days), Hungary (3-7 days), Italy (5-7 days), Luxembourg (3-5 days), Netherlands (3-5 days), Portugal (5-7 days), Slovakia (3-7 days), Spain (3-5 days) & Sweden (3-7 days).

Cost varies depending on delivery country. Please see table above for the cost for your chosen destination.

We cannot always guarantee delivery within our normal timescales to rural areas or if we are experiencing severe weather conditions.

Delivery does not require signature.

Collection Point

UNFORTUNATELY THIS SERVICE IS TEMPORARILY UNAVAILABLE.

Orders placed before 2:30pm Monday to Friday will be despatched via DPD on the same day and available to collect from your chosen collection point the following day. You will be notified when your order is ready for collection.

Orders placed after 2:30pm on Friday, all day Saturday and Sunday will be despatched on Monday and available for collection on Tuesday. You will be notified when your order is ready for collection.

Click & Collect

UNFORTUNATELY THIS SERVICE IS TEMPORARILY UNAVAILABLE.

Our website and app are open as usual, but our stores are now closed until further notice. If you have an order that is still instore awaiting collection this will be cancelled and your payment refunded to you. Please contact our customer service helpline if you have any further queries

CLICK & COLLECT EXPRESS ORDERS ARE AVAILABLE IN 30 MINUTES DEPENDING ON STOCK AVAILABILITY IN YOUR CHOSEN STORE. PLEASE CHECK STORE CLOSING TIMES BEFORE COLLECTION.

CLICK & COLLECT STANDARD ORDERS ARE AVAILABLE FOR COLLECTION IN THE NEXT WORKING DAY WHEN YOU ORDER BY 6PM. PLEASE WAIT FOR A CONFIRMATION EMAIL BEFORE COLLECTING YOUR ORDER.

Click & Collect is available from all of our stores.

Click & Collect Express (30 mins)

Orders placed before 5:00pm will be available to collect in your selected store within 2 Hours. We will notify you when your order is ready to collect. Orders placed after 5:00pm will be available to collect the next day. Please check your chosen stores opening times.

Click & Collect Standard (Next Working day)

Orders placed before 6pm Monday to Friday will usually be despatched the same day via standard delivery to your chosen store. It will be available to collect on the next working day and we will notify you when it's ready to collect. 

Orders placed after 6pm Monday to Thursday will usually be despatched the next working day. 

Orders placed after 6pm on Friday or all day on Saturday and Sunday will usually be despatched on Monday and will be available for collection the next working day.

See below for Click and Collect FAQs.

Delivery FAQs

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What happens if there is no one in to receive my order?

If you are out when Royal Mail try to deliver your item, it may be left with a neighbour. To opt out of this service please click here

If you opt out of this service you will receive a ‘Something for you’ card to collect your order at your local Post Office® For information on collection please click here

If your item isn’t collected within 18 days it will be returned back to us and we will contact you either by phone or email to rearrange delivery or a refund. We will automatically refund your order if no contact is made within 7 working days.

What happens if I haven't received my order?

We will always endeavour to resolve any delivery issues as quickly as possible. If you believe your order has been lost, please contact our Customer Service Team with your order reference number within 14 days from your order despatch date. You will need to fill out a denial of receipt form so we can investigate further. No resend or refund will be offered until a full investigation is complete.

Do you deliver to BFPO or PO Box addresses?

We are only able to ship to BFPO addresses that service UK and Germany, this is due to the dangerous goods act. We are unable to deliver to PO boxes or any countries outside of the UK

For assistance with delivery queries please contact our Customer Service Team.

Email: onlineservices@theperfumeshop.com or Phone: 0333 344 2646

Where do you deliver to?

We offer delivery within the UK & internationally.

Click and Collect FAQs

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Which stores offer the Click and Collect Service?

Our Click and Collect Service is available in the majority of our stores.

Payment Methods

Can I choose a The Perfume Shop at Superdrug Counter to pick up my order?

Yes, you will be able to collect your order from The Perfume Shop counter located in Superdrug.

What do I need to bring when collecting my order?

Please bring your collection email with you, which you will receive when your order is ready to collect, or your text message if you have provided a mobile telephone number.

You must also bring proof of ID which can include:

Passport Driving Licence Utility Bill Payment card used to place order

If someone collects your order on your behalf, they must bring your collection email and a form of your ID. Please note, we cannot take responsibility for any orders collected on your behalf once they have left our store.

How long are orders kept in store for?

We will keep your order in store for 14 days before we automatically refund you. If you know that you won’t be able to collect your item within 14 days then please contact the Customer Service team or your Collection store to let us know so we can keep if for you until your required date.

How do I refund my Click and Collect order?

If you change your mind for any reason, you have 28 days from date of collection to return it to any one of our stores. Please ensure that your item is in its original and resealable condition. If your item has been opened or sprayed, we will not be able to accept it back. This does not affect your statutory rights.

You must also provide the unique returns code you received on your collection email or text message if you have provided a mobile telephone number. If you no longer have this information, please contact the Customer Service team on 0333 344 2646

Your refund will be processed back to your original method of payment, and you will receive confirmation of this by email.

What do I do if I don’t receive my Order Collection email or text?

If you don’t receive notification of your order being ready for collection within the given delivery time, please call Customer Services before going to your collection store. Make sure you have your order number to hand.

I don’t have a printer to print my email. How can I collect my order?

Don’t worry, you’ll be able to show your collection email on any device and still collect your order with the relevant form of ID.

What is an Express Click and Collect Order?

An express Click and Collect order means your item will be ready to collect from your chosen store within 30 minutes. Please check your chosen stores opening times.

What is a Standard Click and Collect Order?

A standard Click and Collect order means your item is out of stock in your chosen store and will be despatched from our warehouse before you can collect it. It will usually be available for collection in 3 to 5 working days and we will notify you by email when your order has arrived in store.

Can I change my mind once my order has been confirmed?

Yes, please email cancellations@theperfumeshop.com as soon as possible if you would like to cancel your order or make any amendments. Please note, we can only cancel an order in full.