Returns, Exchanges & Refund Information

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

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

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.

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