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.

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.

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.

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.

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 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.

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

DELIVERY

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.

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

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

CLICK & COLLECT

Which stores offer the Click and Collect Service?

Our Click and Collect service is available in all our stores including our counters within Superdrug.

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.

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.

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.

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 unused and unopened 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. If returning to our warehouse, you can create a 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 how to return check out our Returns, Exchanges & Refunds page.

What do I do if I receive a faulty item?

We expect all items to arrive in perfect condition, however if on the rare occasion you do receive an item that seems to be faulty, you can return the item via Collect Plus, or take the item into one of our stores where one of our store experts will assist you.

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.

Customer Service Live Chat: Click here
Customer Service Email: onlineservices@theperfumeshop.com
Customer Service Phone: 0333 344 2646

How long will my refund take?

When your order is refunded, we will email you on the address your order was placed to let you know. It will then be down to your individual bank’s processing time for the funds to process back into your account. Once arrived at our warehouse your return will be processed within 10 working days.

I've got a faulty item I purchased in store

If you've got a faulty item purchased in store, all you need to do is head down to your local store, bringing with you the item and your receipt, and a member of the store team will be able to help.

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.

Online & Member Accounts

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.

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

A Rewards Club card account is given to members to accumulate points on purchases and receive exclusive rewards. An online account is separate to this. A rewards account doesn’t automatically mean you’ll have an online account, however you can of course link the two in order to earn and redeem points for online purchases.

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 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. You do this by entering the card number when prompted at the time of creating your account.

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.

FREQUENTLY ASKED QUESTIONS

When will the change happen?

On the 17th May 2021 ‘The Rewards Club’ will become ‘VIP Rewards’.

At that time all the changes outlined in this letter will take effect.

What other benefits do I get?

-Save on your signature scent: Let us know your favourite brand and you’ll receive 10% off for a full 12 months

-You’re so nice, we’re celebrating twice! Not only will we treat you on your birthday, but your half birthday too (make sure your D.O.B is up to date)!

-Want to try something new, but you are not sure, there’s member exclusive free samples available with all online purchases

How do I redeem VIP Rewards?

There will be different products in each level which will change frequently to make sure there’s always something you’ll love.

The full range will be available on our website under the ‘My Account’ section. There will also be reduced availability in stores, or a friendly member of staff can assist in ordering one of the online exclusives to your door.

Moving up and down levels

Once you redeem a level, the value of that level (£100, £200 and £300) will be taken away from your 12 months’ spend balance. You can redeem multiple items from one level, so if your balance is £200 but you want two products from level 1, that’s fine with us.

The new VIP Rewards loyalty programme will move you up and down the levels based on your total spend over a 12 month period. Your spend balance will be valid for 12 months and your level will be updated accordingly.

What happens to my current points?

Don’t worry! You won’t lose your points. We will convert them over to the new VIP Rewards level system.

Of course, if you want to spend your points, then you have until 17th May to redeem them as money off vouchers. Whatever you prefer is good for us too!

What do I do with my physical card?

It’s completely up to you! Your existing card will still be valid and ready to use each time you visit us. We’ve also gone digital, so you can upload your current Rewards Club card onto our app which can be scanned when you go in-store.

If you’ve lost your physical card, don’t panic! We can look up your card in-store by searching your details on our system, you’ll never miss out.

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.

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. Sometimes the notes in an EDT and EDP of the same fragrance can vary slightly so if you are looking at trying something new, so don’t forget to try before you buy.

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

In store you can get your item gift wrapped FREE of charge but there is a charge for personalised ribbon in the stores where it’s available. 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 gift 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

Gift Wrap

Is it possible to get my product gift wrapped online?

Online you can get each item in your order wrapped for a small cost, calculated at checkout. Simply select ‘gift wrap’ on the items in your bag and choose from our different options. If you are purchasing multiple quantities of the same item, your gift wrap option will be applied for all units. Please bear in mind that during peak times this service may not be available.

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

In store you can get your item gift wrapped FREE of charge but there is a charge for personalised ribbon in the stores where it’s available. Please bear in mind that during peak times this service may not be available. Please ask our staff for more details in store.

How much does gift wrap cost?

For online orders, the price of gift wrap will be calculated at the checkout, once you’ve made your selections. For purchases in store, gift wrap is FREE but there is a charge for personalised ribbon in the stores where it’s available.

Can you refund the cost of the gift wrap service?

We are unable to refund gift wrap charges if your product is unwanted or you have changed your mind.

I’m purchasing a gift for delivery to the recipients address. Will the parcel contain the invoice?

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 can I enter for my personalised ribbon message?

You may enter up to 60 characters for your personalised ribbon message. Your message will be printed in a single line, in gold lettering and will repeat to fill the full length of the red satin ribbon. We will choose the most appropriate length of ribbon for your gift.

Which size of gift box will you use for my gift?

We offer a range of gift box sizes and will choose the most appropriate size for your gift.

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