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HomeOrder Issues Frequently Asked Questions

Order Issues Frequently Asked Questions

ORDER ISSUES

I'm having trouble placing an order can you help?

If using a mobile device or the app, try using the website to complete your order. If using the website make sure you clear your cache and cookies, and if this doesn’t work try changing your browser.

Still having trouble? Send our customer services team an e-mail at: onlineservices@theperfumeshop.com and make sure you include the browser/device you’re using, any screenshots or photos, and make sure you e-mail us using the same one you have an account with.

For more help, please visit our live chat.

Where is my order?

Once your order has been dispatched from our warehouse, you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.

Customer Service Live Chat: Click here
Customer Service Email: onlineservices@theperfumeshop.com

Can I cancel or change my order?

Once an order has been placed unfortunately it cannot be cancelled or amended. You can return your order using our free returns service, or you can refuse delivery with the courier. The parcel will then be returned to us and we'll refund you. We’re hoping to be able to cancel or amend orders in the future!

Can I change my delivery address?

Once an order has been placed unfortunately it cannot be cancelled or amended.

Do you offer a price match service?

Unfortunately, we do not offer a price matching service. As a reputable retailer we do our utmost to remain as competitive as we can on the market to ensure our customers get the best value from shopping with us.

I haven't got my delivery confirmation

Make sure you double check your junk/spam folder as sometimes it can be hiding in there! If you can't find it and haven't received your order within our delivery promise, contact Customer Services

Customer Service Live Chat: Click here
Customer Service Email: onlineservices@theperfumeshop.com

I didn't get an invoice in my parcel

We've gone paperless so you won't receive any paperwork in your parcel. You'll still get your order confirmation and dispatch via e-mail.

What if my order arrived damaged?

If something doesn't look right, please contact us with the following photos:

  • The outside of the parcel
  • The internal components of the parcel 
  • Where possible, the individual items

It is important to take extra care when handling damaged goods, especially those with broken glass or spilled liquids.

What if I'm not home for my delivery?

Our couriers will attempt the delivery to someone at the property, if no one is available, the order can be left with a neighbour or in a safe place.
When your parcel is with the courier, you may be able to request a change, either to collect it from an available collection point or specify your preferred safe place.
If you have any concerns about the safe place delivery, we advise ensuring someone is available at the delivery address to receive the parcel in person.

Help Topics

Order Issues
Delivery Information
Payment Options
Returns, Exchanges & Refunds
Online & Member Accounts
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