Frequently Asked Questions

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For FAQs related to Coronavirus (Covid-19), click here.

ORDER ISSUES

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

For technical assistance please email us on onlineservices@theperfumeshop.com

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

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 change what I have ordered?

Once an order is placed, unfortunately it cannot be amended online. We can cancel your order so that you can correct it, please email onlineservices@theperfumeshop.com. Please note, these requests will be answered during our opening hours.

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.

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.

How do I cancel my order?

Unfortunately once your order has been placed we’re not able to cancel it.

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 didn't get an invoice in my parcel?

We've gone paperless, please use your email for confirmation of your order details.

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... contact@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

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.

Do you accept Love 2 Shop payment?

We do accept Love 2 Shop payment online but only using a gift card displaying the MasterCard logo on the front. Cards with the Flex-e-Cash symbol can not be used and no Love 2 Shop gift cards cannot be used for part payment.

Please Note: Love 2 Shop is not accepted in our Boundary Mill stores.

Do you accept One4all Payment?

We do accept One4all payment online and in-store (with the exception of our Boundary Mill stores).

One4all payment online can only be made by a One4all gift card. When spending online, the One4all Gift Card acts as a prepaid Visa debit card and therefore cannot be combined with other payment methods online. In payment options at the checkout, select 'Visa' or 'Visa Debit' and please ensure that the total cost of your basket is equal to or lower than the value of the One4all gift card.

You can spend multiple One4all Gift Cards when spending in-store.

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.

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.

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 30 minutes. 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.

RETURNS

How do I return an unwanted item?

Items can be returned either by post, or to one of our stores (see next question) or via Collect Plus

For detailed information about returns please see 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?

Return your product to your nearest store for an exchange ONLY. If you decide to return your product to store then you MUST take this proof of purchase with you. No exchange 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 include postage or gift wrap charges if your product is unwanted or you have changed your mind.

What do I do if I receive a faulty item?

Return to Customer Services. To return your item to customer services, please print off your free returns label by following this link https://www.collectplus.co.uk/theperfumeshop and take your parcel to your local Collect+ drop off point. Please include a note explaining the fault or damage to the product.

Please see Faulty Items, Damaged Items or Order Errors for more details.

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. If you have received an item which is different to that which you ordered please email on onlineservices@theperfumeshop.com.

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

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 it take to get my internet order refund?

When Finance process your refund you will get an email sent to the email address which you placed the order with. This means that the refund has been processed our end, at which point it normally takes 2-5 working days to show on your account. Please note that it can take up to 10 working days.

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 members to accumulate points on purchases. An online account is an account created for online orders where you can access order history, saved addresses and more. These two accounts can be linked together if you choose.

Why is my member offer not working when I have a Rewards Club card?

The reason why your member offer is not working is that your card may not be linked to an online account. 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.

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. To transfer points from your existing physical card to your new digital card, please contact Customer Services.

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.

OUR PRODUCTS & STORES

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

Yes, we like to think of our website as one of our stores. The prices and offers will therefore be the same online and in store, subject to stock availablity.

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.

These are only redeemable in our stores. We cannot currently accept gift cards as payment online.

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... contact@parfumado.com

This is a brief outline of the most frequently asked questions that we receive.
If you require any more information, or your question is not answered above, please contact our friendly Customer Services Team on:

onlineservices@theperfumeshop.com.

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