Frequently Asked Questions

1. Registration / My Account

2. Orders

3. Delivery

4. Payment

5. Promotions / Discounts

6. Gift Cards

7. Returns

8. Products

9. Stores

10. Click & Collect

11. Try It First

12. Discovery Club

13. Online Order Safety

14. Source - Thierry Mugler


1. Registration / My Account

Q. Do I have to create an account to buy from TheFragranceShop.co.uk?

A. No you can log in as a guest, but just to make you aware by creating account with us it allows you to save and amend delivery addresses, Check the status of your order, review order history and in the unlikely hood you need to return anything to us.

You can request this through your account.

Obviously, we would always recommend creating an account. With TheFragranceShop.co.uk account, you can:

- Save and amend a delivery address

- Check the status of your order

- Review your Order History

- Request a return (in the very unlikely scenario that you’re not completely satisfied…!)

Nevertheless, you can still check out as a ‘Guest’ without logging in if you wish.


Q. What do I do if I’ve forgotten my password?

A. On the ‘Sign in/Register’ page, click on the link ‘Forgot Your Password’ and you will be emailed a link that will allow you to reset it.

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2. Orders

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

A. For technical assistance please call our customer service team on 0161 875 0675 who will be happy to help you Clicking on the ‘Help’ section in the top navigation bar should assist you with solutions to any common problems. However, if you have a more specific, technical issue then feel free to ring our dedicated Customer Services team on 0161 875 0675 who will be happy to help you. NB. Opening hours apply.


Q. How can I amend my order?

A. Once your order has been accepted into our warehouse we are unable to make any changes to your order So that we can get your order out to you as soon as possible, we process everything to our warehouse immediately – unfortunately, this makes it very hard to change the order once you’ve placed it and it has been accepted by our warehouse. However, you can still cancel the order if you need to (see ‘How can I cancel my order?’).


Q. How do I change my Address?

A. Once your order has been accepted into our warehouse we are unable to make any changes to your address Changing your address counts as an amendment to the order, and as with the answer to the previous question, we try to process all orders immediately for your convenience. As such, it becomes very hard to change the order once they’ve been accepted into the warehouse. Nevertheless, you can still cancel your order (see ‘How can I cancel my order?’).


Q. How can I cancel my order?

A. As long as your order hasn’t been dispatched you can cancel your order. You can do this if you are a registered customer simply log into your account.

A "CANCEL" option will display if your order has not yet been dispatched. Select this to continue with your cancellation or alternatively please contact our customer service team on 0161 875 0675 who will be able to do this on your behalf.

If your order has begun processing, has been accepted by our warehouse BUT not yet dispatched, then you cancel your order. However you can only do this if you have placed the order as a registered customer.

Providing you have placed the order as a registered customer, simply log into your account and click ‘Order History’. If your order has not yet been dispatched, there will be a ‘Cancel’ option displayed. Simply select this to continue with your cancellation.

If you have any issues with the cancellation, please contact our friendly Customer Services team on 0161 875 0675. NB Opening hours apply.

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3. Delivery

Q. What happens if I haven't received my order?

A. We endeavour to process all orders as soon as possible, so that you can be spraying a little happiness soon. If you haven’t yet received your order, it is most likely to be in the middle of one of the steps outlined below.The order process is as follows:

- Generally if an order passes all security checks then your order will be dispatched within 24 hours of being placed, with most orders being dispatched the same day

- From dispatch, orders sent by Royal Mail Tracked will typically take 3-5 days to be delivered by Royal Mail, but can take up to 5 days to arrive.

- If ordered before 3pm, Royal Mail Special Delivery is guaranteed by Royal Mail to arrive the next working day for 99% of the UK.

With all delivery options, we ask our customers to bear in mind that there is no Saturday delivery service and orders sent on a Friday will arrive on a Monday. There is also no delivery service for bank holidays.

If you believe an item is lost in the post, we can't resend it or offer a refund until 15 working days (10 working days for special delivery) after the date of dispatch. This is because Royal Mail will not investigate lost mail until this point.

If you have an item which you believe is lost and today's date is more than 15 working days after dispatch (10 for special delivery), please email customerservice@thefragranceshop.co.uk by clicking here stating your order number and name. Your query will then be investigated with Royal Mail and you will need to fill out a form. No re-delivery or refund will be offered until after the Royal Mail investigation is complete.


Q. How long will it take to receive my delivery and how much will it cost?

A. Our UK costs and delivery times are outlined by this handy table:

Delivery Type

Cost

Estimated Time

Other Information

UK Standard

£2.99

3-5 Working Days

Free on all orders over £40

UK Next Day

£3.99

Delivered next working day if ordered before 5pm

Free on all orders over £60

Orders placed after 5pm on Friday will be delivered on the following Monday excluding Bank Holidays.

UK Click & Collect

FREE

Ships to store within 4-6 days

Order online and the product will be delivered to your closest store*. 



Our International costs and delivery times are outlined by this handy table:

International Delivery

Delivery Type

Cost

Estimated Time

Other Information

France

£7.49

Within 5 working days

Select country from drop down menu in 'Delivery' section of checkout.

More countries to be added soon!

Please check list of UK Bank Holidays below as dispatch from our UK warehouse will be affected.

Germany

£5.49

Within 5 working days

Ireland (Eire)

£5.99

Within 5 working days

Italy

£5.99

Within 5 working days

Netherlands

£5.99

Within 5 working days

Spain

£5.99

Within 5 working days

Poland

£5.99

Within 7 working days

Romania

£5.99

Within 7 working days


Please note that delivery times are likely to be affected by adverse weather conditions, particularly in areas of the UK that are prone to snow and treacherous driving conditions. Please spare a thought for the poor delivery men who are moving as fast as possible to get your bottle of happiness to your door!


Q. How can I track my order?

A. Providing you have placed an order with a registered account, you can check the Order Status of your order in the ‘My Account’ section. When your order is dispatched you will receive a confirmation email which also includes your order tracking information. If you have not received this email then please check your spam filter and deleted email folders.


Q. Where can I get my order delivered to?

A. Currently we send orders to the UK, Ireland, France, Germany, Italy, Netherlands, Spain, Poland, Romania.


Q. Who will be delivering my order?

A. We use Royal Mail as we believe in using reliable couriers with experience. Generally speaking, your previous experience with deliveries by Royal Mail to your area should give you a good indication of expected delivery time for your order. In all cases, they should arrive within the estimated time listed above.


Q. What is your Click & Collect service?

A. The Click & Collect service means you can have your order delivered to your local store for free. The great thing about it is that you will no longer have to wait in for the delivery of your order - you can collect it in your own time from one of our 144 stores.


Q. Can I change my delivery address?

A. We try to process all orders immediately for your convenience and to facilitate a speedy delivery time. As such, it becomes very hard to change the order once it has been accepted into the warehouse. Nevertheless, you can still cancel your order (see ‘How can I cancel my order?’).


Q. Can a parcel be redirected?

A. To protect our customers we do not allow any parcels to be redirected.


Q. What happens if I am not in when my order arrives?

A. If you’re not in when Royal Mail attempt delivery you may find that your item has been left with a neighbour instead of being returned back to your Royal Mail Delivery office.

If they deliver any of your items to one of your neighbours they will post a ‘Something for You’ card through your letter-box telling you this. If they are unable to deliver your order to you, or a neighbour, your order will be returned to your local Royal Mail Delivery Office for you to collect it, or to arrange a redelivery. Again you will receive a ‘Something for you ‘card informing you of this.

If you would prefer not to have any orders delivered to a neighbour you can opt out of this option – please click here: Click here

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4. Payment

Q. Is this site secure?

A. Yes, our site is secure and any payment transactions we undertake online will be encrypted using Secure Sockets Layer (SSL) technology. Furthermore, all your personal details are stored in accordance with the Data Protection Act. For more information on privacy and security, please refer to our Privacy Policy and our Safe Shopping information.


Q. What payment methods can I use?

A. You can use Visa, MasterCard, Amex, PayPal and the Fragrance Shop Gift Card. Please be aware that 5p from every transaction will be donated to our charity Rays of Sunshine. For more information on the work we do with this charity, please click here


Q. When will I be charged for my order?

A. You'll be charged when your order is dispatched.


Q. How do I use discount/promotional codes?

A. Once you go to checkout you can enter your discount code in the promotion code box just above your order summary.


Q. I’ve been told that my payment has been declined - why?

A. If your credit/debit card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same credit/debit card or place the order again using a different credit/debit card. If the problem persists, please contact your credit/debit card provider.

Remember: Your name and billing address details must match the card-holder address details held by your card issuer.

If, for any reason, there is a problem with collecting payment from your credit/debit card after we have confirmed receipt of your order, we will not be obliged to dispatch your order.

Additionally, on some occasions, we may be unable to process an order. The reasons for this may be due to:

- The item being out of stock or no longer available

- Your payment being declined

- An unspecified technical error


Q. I have received an email asking me to contact you - why?

A. As part of our policy to protect against the fraudulent use of credit/debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also use the services of fraud prevention companies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of your payment cards.


Q. Can I pay online using a gift card?

A. Yes of course, when you are about to pay for your order there will be an option to pay using your gift card.

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5. Promotions / Discounts

Q. Can I use more than one promotional code on an order?

A. Unfortunately you are only allowed to use one code per order


Q. My promotional code isn’t working – is there something wrong?

A. Please be aware that our promotion codes have expiry dates on them. If the promotional code is still valid and is not applying a discount when you enter it into the relevant box at checkout, please contact Customer Services on 0161 875 0675 who will be happy to assist you.

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6. Gift Cards

Q. Where can I buy gift cards?

A. Our range of gift cards can be purchased online by clicking here or in one of our 137 stores.


Q. How long are gift cards valid for?

A. Gift Cards are valid for 12 months from the date of purchase.


Q. Can I use gift cards online and in-store?

A. Yes – we pride ourselves on the fact that you can shop at The Fragrance Shop just as easily both in store and online!


Q. How can I check the balance of a gift card?

A. We hope to feature a balance checker online very soon – please continue to check back! In the meantime, please feel free to take your gift card in store where the cashier will be able to let you know how much you have left on your card.

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7. Returns

Q. How do I return an item that is faulty?

A. Our products should all arrive to you in perfect condition, however if you receive an item that is faulty or incorrect, please notify us within 28 days. We will replace the goods or refund your payment, as appropriate. Please make sure you retain all original packaging, (including outer packaging) to use if returning the goods. If the goods are incorrect please return them without removing the cellophane wrapper.

To return an item, please obtain an RMA (returns) number. To do this, click 'My Account' at the top of the page, click on Order History, click the relevant order number and scroll down to the Returns section of the Order page. From here you can request an RMA number.

You'll need to write the RMA number on the outside of the package and post it back to the address detailed in the confirmation email.

We cannot offer a refund or a return on an item unless you retain the item and its original packaging.


Q. I have received an item that I didn’t order – what do I do?

A. It may be that you have received an item that comes free as a gift along with one of the items you have ordered; however, we usually make customers aware of this as we all like to get something free! If you’re unsure about the unordered product, please contact our customer service team on 0161 875 0675.


Q. I’ve changed my mind - can I return an item?

A. Return of unwanted items is at our discretion and we'll only consider returns on goods that are unopened and in original condition with all tags and/or packaging. Unless the goods are faulty or incorrect, you will be responsible for the returns cost and ensuring that the goods arrive back to our warehouse in perfect condition.

We suggest you return your order via a delivery service that requires a signature, such as recorded or special delivery. To return an item, please obtain an RMA (returns) number. To do this, click 'My Account' at the top of the page, click on Order History, click the relevant order number and scroll down to the Returns section of the order page. From here you can request an RMA number. You'll need to write the RMA number on the outside of the package and post it back to the address detailed in the confirmation email.

We welcome your feedback – please tell us the reason for returning your item either by leaving a review on the product page on the site, or via our Facebook site. We like to know what our customers think so that we can improve our service.


Q. I am missing an item from my order – what do I do?

A. This needs to be reported to our Customer Services team within 72 hours of receipt of your parcel – please contact them on 0161 875 0675. Please do not throw the packaging away as you may be asked to return it or take photographs of this.


Q. My order is damaged - what do I need to do?

A. This needs to be reported to our Customer Services team within 72 hours of receipt of your parcel – please contact them on 0161 875 0675 Please do not throw the packaging away as you may be asked to return it or take photographs of this

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8. Product

Q. What is the difference between Eau de Parfum (EDP), Eau de Toilette (EDT) and Eau de Cologne (EDC)?

A. We get asked this all the time, so we’ve asked our fragrance experts to give us the lowdown! Get your safety specs on…

Fragrance products consist of a concentration of perfume oils in a solvent (usually alcohol).

The amount of perfume oil in a fragrance dictates whether it is an Eau de Parfum, an Eau de Toilette, an Eau de Cologne and so on. It also dictates how long a fragrance product will last on the skin and, of course, its price!

To help explain the difference in strength, we have listed below the types of fragrance products, their concentrations and the average time it takes for the scent to evaporate.

Perfume

5%-30% concentration of perfume oil

6 - 8 hours

Eau de Parfum or EDP

8%-15% concentration of perfume oil

5 - 7 hours

Eau de Toilette or EDT

4%-8% concentration of perfume oil

4 - 6 hours

Eau de Cologne or EDC / Aftershave

3%-5% concentration of perfume oil

2 - 3 hours

 

The price of a fragrance product will depend on its strength (% of perfume oil) as well as the bottle size. For example, a 30 ml Eau de Parfum bottle will usually cost more than a 30 ml Eau de Toilette as it is stronger.

The more alcohol a product contains, the quicker its scent will evaporate. Aftershave has the highest alcohol content.

Although an Eau de Toilette is cheaper, it is not necessarily more economical, as it will not last as long. EDT is the most popular and affordable concentration available.

Fragrances should be kept away from heat and light. Storing fragrance in the fluctuating temperatures and humidity of a bathroom will cause a scent to degrade rapidly.

Identical fragrances may smell differently and also last longer when applied to some peoples' skin than others; this is because of the chemical makeup and balance of our skin.


Q. Are your fragrances genuine?

A. Absolutely! All of our fragrances are sourced directly from the fragrance houses themselves - no grey market products, no copies and no testers. We’re the real deal.


Q. I’m looking for a product but can’t find it listed on your website, where is it?

A. If you’ve tried the handy search bar, then feel free to contact our Customer Services team on 0161 875 0675 who will be happy to try and find what you are looking for or even suggest an alternative if the product is out of stock.

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9. Stores

Q. Why can’t I get the same Gift with Purchase (GWP) with my order in store that I can get online?

A. This is to do with stock levels – our GWP offers are really popular both in store and online, so it’s hardly surprising when our stores sell out. Online stock levels are slightly easier to monitor and can sell at different rates so it might happen that some GWPs are still available onsite but have sold out in store. All we can say is that we advise purchasing as early as possible to avoid missing out, and to keep checking back in store for new stock coming in.


Q. Where is my nearest store?

A. We currently have 144 stores plus our online store that you can purchase from. To find your nearest store please use our store locator by clicking here .

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10. Click & Collect

Q. Can I use this service for delivery to all your stores?

A. Yes – the service is available across all of our stores.


Q. What is the Click & Collect service?

A. The Click & Collect service means you can have your order delivered to your local store for free. The great thing about it is that you will no longer have to wait in for the delivery of your order - you can collect it in your own time from one of over 140 stores. However obviously you’ll only be able to collect when the store is open; please check local opening times.


Q. How much does Click & Collect cost?

A. Nothing - it’s free!


Q. How long does Click & Collect take?

A. To enable us to keep our prices low, your order will be sent to the store along with the next stock delivery. It takes between 4-6 working days, but don’t worry - you will receive an email letting you when it’s ready for collection.


Q. How long will my order be kept in store for?

A. Normally orders are retained for 7 working days. If for any reason you are having difficulties in getting to your local store, please call our Customer Services team on 0161 875 0675 who will be able to assist you.


Q. Do I need to take anything when I collect my order?

A. Take a copy of your confirmation email (the one telling you that your order is ready for collection). This contains your unique reference code that the store will use to check your order and hand over your fragrances.


Q. How can I cancel my Click & Collect order?

A. Please contact our Customer Services team on 0161 875 0675 who will be able to assist you.

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11. Try It First

Q. How does this service work?

A. Every fragrance marked with our “Try It First” logo will be sent with a free sample of that fragrance to allow you to try it before opening your bottle. We’re certain you’ll love it – but if you don’t, it’s no problem. Simply make sure you don’t open the big bottle, and return it to us with all the packaging intact. We’ll refund you as soon as we receive the returned item. That leaves you with the rest of the free sample to keep or give to a friend. Don’t forget though – we love your feedback. Why not tell us what you thought about the bottle? This will help other customers to find their perfect fragrance when they’re browsing.


Q. On what products do you offer this service?

A. We’re increasing the range all the time, so keep checking back here for all the fragrances that allow you to “Try It First. You can view these fragrances by clicking here.

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12. Discovery Club

Q. What is Discovery Club?

A. Discovery Club is a revolutionary new way to sample the latest fragrances from the comfort of your own home. Once you have signed up via our website, you will be sent the latest Discovery Club box containing fragrance vial samples and money off vouchers for each of the featured fragrances. Boxes are sent out each quarter and cost just £5 each (£20 a year).


Q. What do I get in the Discovery Club?

A. Inside your Discovery Club box you will find several fragrance vials from the biggest fragrance launches, money off discount vouchers for £5 off each of the featured fragrances and an information booklet. All of this comes direct to your door every quarter!


Q. Can I use all of the discount vouchers?

A. You are free to use all the discount vouchers from the Discovery Club; you can even pass them onto friends and family. .


Q. Aren’t samples available for free?

A. We offer 2 free samples with every order you place with us online. The Discovery Club is packed with at least 5 of the very best of samples along with discount vouchers. The greater range of samples and the frequency of each edition mean you’re able to discover a lot more fragrances and save at the same time!


Q. Is the Discovery Club for men or women?

A. Our boxes are designed for those who love to try and save on new fragrances with both male and female samples included. No matter what your gender, you’re able to sample each scent and if it’s not right for you pass onto your partner, family or friends.


Q. How can I join the Discovery Club?

A. For more information and purchase information, please click here.

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13. Online Order Safety

Q. What is your security policy?

A. We maintain a secure hosting environment with UK Fast, a secure application using the latest technologies (including encryption and hashes), a SSL (Secure Socket Layer) to transmit sensitive information, and we have regular security audits to keep up to date with best practise.


Q. Do you use cookies?

A. We use 1st and 3rd party cookies. You can find more cookie information in our privacy policy under the cookies section by clicking here.


Q. How Secure is your Mobile Site?

A. Our mobile site benefits from the same security offered by our desktop site.

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14. Souce - Thierry Mugler

Q. How does it work?

A.Simply buy one of our refill packages and our customer services will be in touch with instructions on how to post your empty bottle back to us to refill. On recepit of your bottle, we will refill it with your chosen perfume and post it out to you straight away.

Q. How can I ensure that my bottle arrives with you safely?

A.Please ensure that your bottle is wrapped in a protective layer (such as bubble wrap) then secured within a sturdy cardboard outer box. Please note that the cost of delivering the bottle to us is paid by the customer and we cannot be held responisble for any damage caused in transit to us.

Q. Can I order other products at the same time as refilling my bottle

A. Yes - you can order regular fragrances at the same time as one order. We will ship the rest of your order to you as soon as we have recieved and then refilled your bottle.

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