Delivery & Collection Information

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.



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. More information on which couriers we use for our services can be found in the table below. You will also receive a tracking link for the relevant courier via email when your order is dispatched.


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.


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.

DPD are temporarily suspending international deliveries and have also suspended their Pickup service to comply with the Government's advice to close non-essential shops.


Will my order arrive before Christmas?

Next Day Delivey Orders before 8pm Sunday 20th December

Our cutoff for Christmas delivery was 8pm Sunday 20th December. We can confirm this has been shipped from our warehouse and we are working with our courier partners to ensure your item is delivered swiftly and safely ahead of Christmas. Please keep an eye on your order tracking information so you can see when your order is going to arrive.

Next Day Delivey Orders after 8pm Sunday 20th December

Unfortunately, your order was placed after our cutoff, this does mean we cannot guarantee delivery before Christmas. Please do keep an eye on your order tracking information so you can see when your order is due to arrive. If your item isn’t required anymore, please check our FAQ’s for return information.

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.

What if I'm not home for my delivery?

If you’re not home when Hermes try to deliver they will locate a safe place to leave your parcel, or leave it with a neighbour (usually either opposite or either side of your property). If they can’t find a safe place or neighbour to leave it with, they’ll will reattempt delivery up to two times. They’ll leave a calling card for you so you know what’s happened to your parcel.

Where do you deliver to?

We currently ship within the UK and internationally. For a full list of countries we ship to as well as the delivery options, see our Delivery Information.

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.


Our Customer Service Team are available:
Monday to Friday: 9am - 8pm
Saturday: 10am - 6pm
Sunday: 10am - 4pm


Which stores can I collect from?

Due to recent changes to government guidelines, we've had to temporarily close our stores. Our staff and customer safety is important to us and we will only open our stores when it's safe to do so.

What are the opening hours:

Due to recent changes to government guidelines, we've had to temporarily close our stores. Our staff and customer safety is important to us and we will only open our stores when it's safe to do so.

What will happen with my click & collect order?

Mr order is in store

Due to the recent government announcement, we are required to close some of our stores. Unfortunately, this means we will be unable to fulfil your Click & Collect order. You don’t need to take any further action; we will organise an automatic refund now for you, it will be back in your account within the next 7-10 days.

My order is out for delivery or not yet shipped

Any Click & Collect orders that have not arrived will be automatically returned to our warehouse and will be refunded within 7-14 days.

How do I collect my order?

You'll need your normal order confirmation e-mail and photo ID. When going to the store, you won't be able to step inside, so a host will greet you at the front of the store and arrange to get your order for you. We're following advice from local shopping centres and high streets, so you might find that the shutters are down when you go to collect your order. Look out for signs around the store to direct you where to go.

Can I still buy and refund in store?

Following government guidelines we have closed all our stores in Wales and Tier 4 regions of England. Our stores in Northern Ireland and Scotland will be closed from Saturday 26th December until further notice.

For stores that remain open, please be assured that you can still purchase and refund in a safe and friendly environment. Please check our Full Store List to find out if your local store is open.

What happens if I haven’t collected my order in time or can’t get to the store?

If you’re not able to collect your order, you’ll be automatically refunded after 14 days. Don’t forget you can always re-order for free delivery to your home address if you’re a Rewards card member.

Which stores offer the Click and Collect Service?

Due to recent changes to government guidelines, we've had to temporarily close our stores. Click and Collect will be temporarily unavailable.

What do I need to bring when collecting my order?

Make sure you bring your collect e-mail with you, or your text confirmation if you provided a mobile telephone number.

You'll also need one of the following:

Driving Licence
Payment card used to place order

If someone collects your order for you, 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 it isn't collected in time. If you need your order to be held longer please contact the store directly.

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.

How do I refund my Click and Collect order?

If you change your mind for any reason, you have 90 days from the date of collection to return it to any one of our stores. If returning your order to one of our stores, you must provide the unique returns code you received on your collection email. Please ensure that your item is in its original packaging and hasn’t been opened or sprayed. If your item has been opened or sprayed, we will not be able to accept it back. This does not affect your statutory rights.

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. If you order is an express order this will be indicated at the time of checkout when choosing your store. 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 dispatched 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?

Once a click and collect order has been placed unfortunately it cannot be amended. If you no longer require the item, once you've received your delivery confirmation please contact your chosen store directly who can arrange for your order to be refunded.