Order Issues

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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?

Promo codes must be entered at the time of placing the order so unfortunately we can’t add it on after.

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. Make sure you join our Rewards Club to be the first to know about our new offers!

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.

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