Delivery & Collection Information

onlineservices@theperfumeshop.com

We're excited to let you know our stores will start to reopen from Monday 15th and Click & Collect is back too! You can order your favourite perfumes now and collect them in selected stores from next week' Please check our store locator opening dates and hours, click here for delivery information.

DELIVERY OPTIONS

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.

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.

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.



DELIVERY

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.

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

Where do you deliver to?

We offer delivery within the UK & internationally.

CLICK & COLLECT

Which stores offer the Click and Collect Service?

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

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.

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

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 2 hours. 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.

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