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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.

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

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.

Customer Service Live Chat: Click here
Customer Service Email: help@theperfumeshop.com
Customer Service Phone: 0333 344 2646
We use An post to deliver to our customers in Ireland

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 our Kildare Village store.

What do I need to bring when collecting my order?

Make sure you bring your "Ready for Collection" 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.

Please check your chosen stores opening times.

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 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.

Can I return an online order?

You can return to your local post office or you nearest parcel locker. To get your free returns label and find out more on how to return, follow this link: https://www.anpost.com/Post-Parcels/Click-and-Post/Returns Your return will arrive the next working day following collection or drop off. Once your return has arrived at our warehouse, it will be processed within 7 working days. You also return your purchase to your nearest store for an exchange or refund. Don’t forget your proof of purchase.
You can return to your local post office or you nearest parcel locker. To get your free returns label and find out more on how to return, follow this link: https://www.anpost.com/Post-Parcels/Click-and-Post/Returns Your return will arrive the next working day following collection or drop off. Once your return has arrived at our warehouse, it will be processed within 7 working days. You also return your purchase to your nearest store for an exchange or refund. Don’t forget your proof of purchase.
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 or damaged, then please contact our customer service team who will assist you.
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 Instalments available at checkout)
Apple Pay
The Perfume Shop gift card
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 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.

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.

How do I create a The Perfume Club account?

Creating an account is quick and easy. Simply select Sign In, enter your details and follow the steps to create your account. Once registered, you will be able to manage your details, view your orders and access your The Perfume Club membership online.

Points are added to your account when your order is shipped from our warehouse. If your points haven't appeared within 48 hours of receiving your order, please contact our Customer Care team and we'll be happy to help.

Once you've collected enough points, they can be converted into rewards to spend on future purchases. You can check your points balance in your online account and choose to redeem your available rewards at checkout online or in store when making an eligible purchase.

Log in to your account and visit My Preferences. Select your favourite brand from the list available and save your changes to personalise your experience and receive more relevant offers and updates.

To receive your birthday offer, make sure your date of birth is added to your account and that you've opted in to receive marketing communications. We'll send your birthday offer at the start of your birthday month. Happy Birthday!

Your digital The Perfume Club card is a digital version of your membership card that can be accessed through your online account or the app. Simply show it in store to enjoy member benefits and collect rewards without needing a physical card.

Yes. If you have a physical card, it can be linked to your account and you can also access a digital version through your online account.

Don’t worry! You can still access your membership using your digital The Perfume Club card in your online account. If you’re unable to access your account or need additional support, please contact our Customer Care team and we’ll be happy to help.

Log in to your online account and visit My Account to update your personal details, communication preferences and favourite brand.

You can view your current rewards balance by logging in to your online account or checking your The Perfume Club dashboard.

Please check that you're opted in to marketing communications and that your email address is correct in your account. Be sure to check your junk or spam folder too. If you're still having issues, please contact our Customer Care team.

Select Forgotten Password on the sign in page and follow the instructions to reset your password using your registered email address.

Yes. Your rewards can be used both online and in store, provided they are valid and available on your account.

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 Eau de Toilette and Eau de Parfum 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/