Frequently Asked Questions

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.

 

CLICK & COLLECT

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:

Passport
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.

ORDER ISSUES

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.

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.

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.

Can I change my delivery address?

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

I forgot to use my promotion code - can I add it?

Promotion codes do have to be entered at the time of placing the order. They cannot unfortunately be added on after the order process has been completed.

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 it sometimes can be found in there. If you have an online account or Rewards Club card account you can also log into your my account page where you will be able to find your order history, order confirmation number and tracking links.

If you do not have an account and cannot find your order confirmation email, please contact Customer Services.

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.

Is it possible to get my product gift wrapped?

We do offer a gift wrap service on our orders. This service is free For Click and Collect orders.

Can I amend the delivery option for my order?

As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.

Where do you deliver to?

We offer delivery within the UK & internationally. Find out more on our delivery page.

How do I find out what's happening with my delivery?

If you have not yet had a despatch confirmation email please contact customer services on onlineservices@theperfumeshop.com.

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

I haven't received my order yet?

It can take a little longer for our couriers to get your order to you. Please wait for 7 days before contacting us.

I have a problem with my Parfumado monthly subscription. Who do I need to contact?

If you have any questions about your Parfumado subscription or online account, they have a friendly customer service team waiting to help you. Just email... service@parfumado.com

PAYMENT OPTIONS

What methods of payment do you accept?

We accept the following payment options:

MasterCard
Visa
Visa Delta
Maestro
American Express
PayPal
Apple Pay
Klarna
The Perfume Shop gift card
One4all gift card
Love2Shop gift card (Mastercard only)

Can I spend my The Perfume Shop gift card or voucher online?

Our gift cards, vouchers and eGift Cards are redeemable online and in all of our stores. Gift cards are valid for 2 years from the purchase date.

Do you accept Love 2 Shop payment?

We accept Love2shop gifts cards if the card displays a Mastercard logo on the front. We cannot accept Flex-e-Cash gift cards. Love2shop can only be used as full payment and not part payment, so make sure you have enough money on your gift card to pay for your whole order. You can’t use your Love2shop gift card in our Boundary Mill store

Do you accept One4all Payment?

One4all gift cards can be redeemed online, but can only be used as full payment. You’ll need to make sure you have enough on your gift card to pay for your whole order. When paying online, select Visa or Visa Debit and then enter your One4all gift card details. You can’t use your Love2shop gift card in our Boundary Mill store.

Paying with Klarna

You can also pay using Klarna. For more information click here.

DELIVERY

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.

Email: onlineservices@theperfumeshop.com.

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

RETURNS

Can I return an online order?

You can return your online order via Collect+ or in one of our stores. You've got 90 days to return your order and it must be returned in an unsued and uneopened state. We cannot return a product if it has been personalised in anyway. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We are unable to refund postage or gift wrap charges if your product is unwanted or you have changed your mind.

How to return an online order

You can return an item purchased online free of charge via Collect+, or you are welcome to take the item into any one of our stores. Items must be returned within 90 days of purchase and in good condition.

If returning to our warehouse, you can create a free Collect+ Label returns here. If returning via post, we're not able to cover the cost of the return. Please make sure you include your order number and contact details within the parcel.

For detailed information about returns please our Returns, Exchanges & Refunds Policy.

How do I return an unwanted item?

You can return an item purchased online free of charge via Collect+, or you are welcome to take the item into any one of our stores. Items must be returned within 90 days of purchase and in good condition.

If returning to our warehouse, you can create a free Collect+ Label returns here. If returning via post, we're not able to cover the cost of the return. Please make sure you include your order number and contact details within the parcel.

For detailed information about returns please our Returns, Exchanges & Refunds Policy.

Returning an item by post

To return an item by post please parcel it up and include a note with the following information:

Your Order Number
Your Name
Your Email Address
The Product Code(s) of the item(s) you wish to return
The Reason for the return
Whether you would like a refund or an exchange

Please send it via Special Delivery to:

The Perfume Shop
Unit 1
Prologis Park
Arenson Way
Dunstable
LU5 4RZ

Please note, if you do not send it by Special Delivery and it doesn't arrive at Head Office we will not be able to action any refund/exchange, as there is no method of tracking available.

Is it possible to return products bought from the internet to a store?

If your product is unwanted or you've changed your mind you can return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you MUST take your despatch confirmation email as proof of purchase with you. No return can be completed in store without it. Any return to store must be done within 90 days, and the product must be returned unused and unopened. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We are unable to refund postage or gift wrap charges if your product is unwanted or you have changed your mind.

How do I return my Internet order if I have paid by PayPal?

If you have placed your order using Paypal, it can still be returned free of charge using Collect+, oe can be refunded instore. You can return an item purchased online free of charge via Collect+, or you are welcome to take the item into any one of our stores. Items mut be returned within 90 days of purchase and in good condition.

If returning to our warehouse, you can create a free Collect+ Label returns here. If returning via post, we're not able to cover the cost of the return. Please make sure you include your order number and contact details within the parcel.

For detailed information about returns please our Returns, Exchanges & Refunds Policy.

What do I do if I receive a faulty item?

If you have received a faulty item, please return the item back to our warehouse with a note explaining the fault or damage to the product for review. You can return an item purchased online free of charge via Collect+. Items must be returned within 90 days of purchase.

If returning to our warehouse, you can create a free Collect+ Returns Label here. If returning via post, we're not able to cover the cost of the return. Please make sure you include your order number and contact details within the parcel.

For detailed information about returns please our Returns, Exchanges & Refunds Policy.

What do I do if I receive an incorrect item?

We have a number of checks in place to try and ensure the accuracy of the orders we send, however if a mistake has happened and the item you’ve received is not correct, then please contact our customer service team who will assist you.

How are refunds paid?

When returning goods to customer services or in store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.

How long will my refund take?

Once your items have arrived at our warehouse, your return will be processed in up to 10 working days. Once your order has been refunded we will contact you using the email address that your order was placed with to confirm.

Please be aware that some banks take longer than others to process the funds back into your account, so please allow additional time for this to take place before getting in touch with Customer Services.

How long will it take to get my internet order refund?

Once your items have arrived at our warehouse, your return will be processed in up to 10 working days. Once your order has been refunded we will contact you using the email address that your order was placed with to confirm.

Please be aware that some banks take longer than others to process the funds back into your account, so please allow additional time for this to take place before getting in touch with Customer Services.

Online & Member Accounts

Do I need to have an online account to checkout online?

No! You do not need to have an account as you can checkout as a guest. However, if you are a Rewards Club card holder, you are required to have an online account that is linked to your card in order to accumulate/use points or redeem any member exclusive online offers.

What is the difference between an online account and a Rewards Club card account?

A Rewards Club Card account is given to each of our members to allow them to accumulate points on their purchases and to unlock exclusive benefits and rewards. An online account allows you to keep track of your order history more easily, but does not unlock the Rewards Club Benefits. You may need to link your online account to your Rewards Club card account to ensure that you continue to receive your Rewards Club Card benefits when shopping online.

When creating an online account, you are given an option to link your new account with your existing Rewards Club card that you signed up for in store. You do this by entering the card number on your existing physical Rewards Club card. If you have an existing online account, go to your My Account page where you will have the option to link your online account with a new or existing Rewards Club Card.

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.

How do I create an online account?

Creating an online account is very simple. All you need to do is click here and select the 'Create New Account' tab. From there, just enter the required details and you'll be up and running in no time. You can still complete a purchase as a guest if you prefer.

How do I link my current Rewards Club card with an online account?

When creating an online account, you are given an option to link your new account with your existing Rewards Club card that you signed up for in store. You do this by entering the card number on your existing physical Rewards Club card.

If I have lost or misplaced my Rewards Club card, can I get a new card number online?

Yes! When creating an online account there is an option available for to add a new Digital Rewards Club Card.

What is a digital Rewards Club card?

A digital Rewards Club card is automatically created if you select the Digital Rewards Club Card option when creating your online account. This will give you automatic access to online Member offers when logged in to your account. If you download our App, you can show your digital Rewards Club card to our in-store teams just like you would with a physical card.

What are the differences between a physical and a digital card?

Physical and Digital Rewards Club cards bring all the same benefits to our Members. A physical card is just that, something you can keep in your purse or wallet. A digital card is issued as a card number only and both can be used in store and online. Download our app to find a digital Rewards Card that our teams can scan instore!

OUR PRODUCTS & STORES

What services do you offer?

We offer a range of services and add ons such as engraving, gift wrapping and monogramming. See here for more info.

Are the prices on your website the same as in your stores?

Our prices are the same online and instore unless it's an online exclusive offer.

Do your prices change?

In order to offer the customer the best deal possible at any given time, our prices do frequently change. In terms of orders however, the price that we charge will be the same as that quoted in your email confirmation.

How do I find my nearest store?

To find your nearest store please use our store locator. We find it easiest to just input your post code.

What's the difference between Aftershave, EDT and EDP?

Quite simply it is the difference in the amount or concentration of the fragrance oils in a perfume. A higher concentration fragrance will last longer, and won't need as much applying.

What do I do if I can't find an item I'm looking for online - does that mean you don't sell it?

Not necessarily - it may be that the item is out of stock, or that it is one of the brands that we currently carry exclusively in our stores (e.g. Chanel or Dior). If the item you are looking for isn't online please drop us an email with the name of the product and your post code so that we can check if we have it, and confirm availability in your nearest store.

Is it possible to get my product gift wrapped in store?

Yes it is possible to have your item wrapped FREE of charge when you make a purchase in one of our stores. Please bear in mind that during peak times this service may not be available. Please ask our staff for more details in store.

Can I buy vouchers online?

You are able to purchase gift cards and eGift cards online in various denominations.

I have a question about Parfumado

If you have any questions about your Parfumado subscription or online account, they have a friendly customer service team waiting to help you. Just email service@parfumado.com

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