Frequently Asked Questions

Order Issues

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.

DELIVERY

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

CLICK & COLLECT

Our Click and Collect service is available in all our stores including our counters within Superdrug.

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.

Returns

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.

Payment Options

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 Love2shop gift card in our Boundary Mill store.

Online & Member Accounts

Creating an online account is very simple. All you need to do is click here and select the 'Create New Account' tab. From there, just enter the required details and you'll be up and running in no time. You can still complete a purchase as a guest if you prefer.

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 Products & Stores

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/

Frequently Asked Questions

Order Issues

I'm having trouble placing an order can you help?

Where is my order?

Can I cancel or change my order?

Can I change my delivery address?

Do you offer a price match service?

I haven't got my delivery confirmation

I didn't get an invoice in my parcel

DELIVERY

What happens if I haven't received my order?

Who do you use for delivery?

CLICK & COLLECT

Which stores offer the Click and Collect Service?

What do I need to bring when collecting my order?

How long are orders kept in store for?

How do I refund my Click and Collect order?

I don't have a printer to print my email. How can I collect my order?

What is an Express Click and Collect Order?

What is a Standard Click and Collect Order?

Can I change my mind once my order has been confirmed?

Returns

Can I return an online order?

How to return an online order

What do I do if I receive a faulty item?

What do I do if I receive an incorrect item?

How long will my refund take?

I've got a faulty item I purchased in store

Payment Options

What methods of payment do you accept?

Can I spend my The Perfume Shop gift card or voucher online?

Do you accept Love 2 Shop payment?

Do you accept One4all gift cards?

Online & Member Accounts

How do I create an online account?

What is the difference between an online account and a Rewards Club card account?

Why is my member offer not working when I have a Rewards Club card?

How do I link my current Rewards Club card with an online account?

If I have lost or misplaced my Rewards Club card, can I get a new card number online?

What is a digital Rewards Club card?

Why are my points missing?

Our Products & Stores

What services do you offer?

Are the prices on your website the same as in your stores?

Do your prices change?

What's the difference between Aftershave, Eau de Toilette and Eau de Parfum?

Is it possible to get my product gift wrapped in store?

Can I buy gift vouchers online?

Are there any other The Perfume Shop websites?