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Home Frequently Asked Questions

We've been informed of fraudulent communications impersonating The Perfume Shop, making false claims. Any communications you receive from us will be from our main social channels with the verified blue tick, or through our sites www.theperfumeshop.com or www.theperfumeshop.com/ie if shopping in the Republic of Ireland. If you believe you have been a victim of an online scam, please contact your bank immediately. Your safety is our priority and we kindly encourage you to remain vigilant while shopping online.

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: help@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: help@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: help@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.

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 Royal Mail.

Please also note that tracking does not update straight away after shipping, please allow 24 hours after receiving your shipped email before attempting to track.

Where do you deliver to?

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

Who are your main couriers?

At present we use both Royal Mail as our main couriers for all orders.

If you think you have been sent the incorrect tracking link, please try either of these tracking websites before contacting us:

https://www.royalmail.com/track-your-item

 

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 via email or live chat and someone will investigate further. We’ll also ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.
 

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.

Which stores offer the Collect From Store service?

Our Collect From Store service is available in most of our stores including our counters within Superdrug. It is currently unavailable in the following stores: Kildare Village, York Designer Outlet Village, Ashford Designer Outlet Village, East Midlands Designer Outlet Village, Cheshire Oaks Designer Outlet Village, Bridgend Designer Outlet Village, Swindon Designer Outlet Village.

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 Collect From Store 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.

Why are some items ready to collect in 30 mins while others take 3 to 5 days?​

Items that are ready to collect in 30 mins are in stock in your chosen store, so our store team just need to prepare your order.

Items that are ready to collect in 3-5 days are out of stock in your chosen store and need to be delivered to the store from our warehouse before being prepared for collection.

If you have multiple items in your order and one or more items are out of stock in store, your entire order will be ready to collect in 3-5 days.

We know your time is precious, so please don’t arrive at store until you have received your ‘ready for collection’ email and checked the store opening hours.

It’s saying that my order won’t be ready to collect until 3-5 days at checkout, how can I get it faster?

If your order is ready for collection in 3 to 5 days and you want it faster. You can…​


Try selecting another local store. If they have all items in stock, you will be able to collect in 30 mins.


Remove non-urgent products from your shopping bag and try re-selecting your local store(s). If it has the remaining items in stock, you will be able to collect in 30 mins.


Select Next Day Delivery (subject to availability) at checkout and you can have your parcel delivered to your chosen address the following working day. It doesn’t have to be your home address or match your billing address.

Can I change my mind once my order has been confirmed?

Once a Collect From Store 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.

Can I return an online order?

You can return your online order via Royal Mail 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.
You can return an item purchased online free of charge via Royal Mail, or you are welcome to take the item into any one of our stores. If returning to our warehouse, you can create a Royal Mail 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.
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 Royal Mail, or take the item into one of our stores where one of our store experts will assist you.

If you would like to contact customer services regarding a faulty or damaged item, please ensure you take images of the damage, as the team will be unable to assist you without these.
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: help@theperfumeshop.com
Customer Service Phone: 0333 344 2646
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 14 working days.
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.

What methods of payment do you accept?

We accept the following payment options:

MasterCard
Visa
Visa Delta
Maestro
American Express
PayPal (Pay in 3 installments available at checkout)
Apple Pay
Klarna
The Perfume Shop gift card
Clearpay
One4all gift card
Love2Shop gift card (Mastercard only)
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.
We accept Love2shop vouchers, flexecash cards and Mastercard for full or part payment. You can’t use your Love2shop gift card in our Boundary Mill store.

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 One4all gift card in our Boundary Mill store.

Yes, we offer a range of flexible payment methods to help spread the cost of your purchase. These options let you buy now and pay over time, subject to status and provider terms. At checkout, you can choose from:

  • Klarna – pay later or spread the cost over instalments
  • Clearpay – pay in instalments, interest-free
  • PayPal Pay in 3 – split your payment into three interest-free payments

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.
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.
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.
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.
Yes! When creating an online account there is an option available for to add a new 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.
Points will expire from your Rewards Club card 12 months after they have been earned and have not been spent. Regrettably, we cannot reinstate expired points.

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.
Our prices are the same online and instore unless it's an online exclusive offer.
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.
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.
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.
You are able to purchase gift cards and eGift cards online in various denominations.
No, the only website associated with The Perfume Shop is theperfumeshop.com, any other websites are not associated to our company. Please approach the following websites with caution as they are not official.

Theperfumeshopuk.com
the-perfumeshop.shop
theperfumeshopos.shop
theperfumeshopoutlets.shop
theperfumeshoplascaine.shop
theperfumeshopol.shop
https://buytheperfumes.com/
https://theperfumeshopoutlets.shop/

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.
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.
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.
We are unable to refund gift wrap charges if your product is unwanted or you have changed your mind.
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.
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.
We offer a range of gift box sizes and will choose the most appropriate size for your gift.

HELP TOPICS

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