Returns, Exchanges & Refund Information

We understand these are unusual times and have extended our refunds policy so orders placed from 1st March 2020 can be refunded or exchanged until 31st August 2020. We ask you to hold onto your return for now to avoid unneccessary travel, and to either go into store or return via Collectplus when we return to normal. We are continuing to monitor the situation and will extend this time frame should we need to.

We hope you’re pleased with your purchase from us, but if you do need to return anything, you’ve got 90 days to. We offer the following hassle-free options for you:

HELP TOPICS

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 unsued and uneopened 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. Items must be returned within 90 days of purchase and in good condition.

If returning to our warehouse, you can create a free 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 returns please our Returns, Exchanges & Refunds Policy.

How do I return an unwanted item?

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. Items must be returned within 90 days of purchase and in good condition.

If returning to our warehouse, you can create a free 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 returns please our 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?

If you have placed your order using Paypal, it can still be returned free of charge using Collect+, oe can be refunded instore. 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. Items mut be returned within 90 days of purchase and in good condition.

If returning to our warehouse, you can create a free 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 returns please our Returns, Exchanges & Refunds Policy.

What do I do if I receive a faulty item?

If you have received a faulty item, please return the item back to our warehouse with a note explaining the fault or damage to the product for review. You can return an item purchased online free of charge via Collect+. Items must be returned within 90 days of purchase.

If returning to our warehouse, you can create a free Collect+ Returns Label 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 returns please our Returns, Exchanges & Refunds Policy.

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.

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 my refund take?

Once your items have arrived at our warehouse, your return will be processed in up to 10 working days. Once your order has been refunded we will contact you using the email address that your order was placed with to confirm.

Please be aware that some banks take longer than others to process the funds back into your account, so please allow additional time for this to take place before getting in touch with Customer Services.

How long will it take to get my internet order refund?

Once your items have arrived at our warehouse, your return will be processed in up to 10 working days. Once your order has been refunded we will contact you using the email address that your order was placed with to confirm.

Please be aware that some banks take longer than others to process the funds back into your account, so please allow additional time for this to take place before getting in touch with Customer Services.

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