Frequently Asked Questions

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.

If you’re not home when Royal Mail try to deliver they will leave a “something for you” card and you will be able to collect from your local Royal Mail collection point, or arrange a redelivery.

If your order is being delivered by DX Logistics, then please check your tracking link to see if your order has been delivered to a neighbour, safe place or if they will try again the next working day.
 

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

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

 

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.
 

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.

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.

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.

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.

An express Click and Collect order means your item will be ready to collect from your chosen store within 30 minutes. If you order is an express order this will be indicated at the time of checkout when choosing your store. Please check your chosen stores opening times.

A standard Click and Collect order means your item is out of stock in your chosen store and will be dispatched from our warehouse before you can collect it. It will usually be available for collection in 3 to 5 working days and we will notify you by email when your order has arrived in store.

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.

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.

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 Love2shop gift card in our Boundary Mill store.

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 VIP card 12 months after they have been earned and have not been spent. Regrettably, we cannot reinstate expired points.

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/

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.