To order over the phone, call 0161 873 2118. Our lines are open Monday - Friday 9am - 5pm.

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

From dispatch, orders sent by Royal Mail Tracked will typically take 2-3 days to be delivered by the Royal Mail, but can take up to 5 days to arrive.

If ordered before 1pm, Royal Mail Special Delivery is guaranteed by the Royal Mail to arrive the next working day for 99% of the UK. There is no Saturday delivery service and orders sent on a Friday will arrive on a Monday.

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 the 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 with your order number stating whether you'd like a redelivery or a refund. We aim to process your request within 7 days.
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If you receive an item that is faulty or incorrect, please notify us within 7 working 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 relevent 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.

For more information view our full returns policy.

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 delivery cost and ensuring that the goods arrive in perfect condition. We suggest you send them 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 relevent 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.

Please note, we can't accept a returned item without an RMA number.
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If your question isn't answered by our FAQs, then you can contact our customer service team about your order:

Email: customerservice@thefragranceshop.co.uk

Phone: 0161 873 2118 - Website Enquiries Only
Our lines are open Monday - Friday 9am - 5pm
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For enquiries about a purchase in one of our stores, please contact the store directly. You can find details of your local store on our store locator. For other enquiries about our stores, please contact:

Phone: 0161 873 2120 - Enquiries Regarding Our Stores Only

The quickest, easiest and most secure way to purchase is by ordering online. Choose from the 100s of products on offer and add to your basket as required. When you are finished shopping, proceed to our secure checkout area. Here we have developed a simple 4 step process that allows you to choose delivery options, payment options and finally place your order. That's it done, now you can sit back, relax and let us take care of the rest.
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Yes, our site is secure and any payment transactions we undertake online will be encrypted using secure sockets layer (SSL) technology and 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.
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Here at The Fragrance Shop, we offer a free delivery service for all orders over £40. Delivery on orders under £40 is £2.95. Need your items in a hurry? The Fragrance Shop can replace this service with an express or next day delivery option for £5.99. Please refer to our Delivery Information page for more details.
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Of course at The Fragrance Shop we only buy direct from the manufacturer. With over 100 retail outlets nationwide and some of the worlds most prestigious fragrance brands available in-store and online, you can be assured that we only supply products that are 100% genuine.
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The timescale is dependant on the type of delivery service you purchase, however, the main delivery service we use to ship your order is Royal Mail 2nd Class Signed For. We quote the delivery times that Royal Mail publishes for this service which is typically 2-3 working days. In our experience, in the majority of cases this is adhered to or exceeded. Please refer to our Delivery Information page for more details.
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All customers have a 7 day cooling off period during which time they have the right to cancel. This period starts the day after the day you receive the goods.

You are responsible for checking that goods are correct when you receive them without opening them or removing the cellophane wrapper. If you receive an item that is faulty or incorrect, you must notify us within 7 working days. We will repair or replace the goods or refund your payment, as appropriate. Please refer to our full Returns Policy for more information.

To cancel your order, contact us stating that you wish to exercise your right to cancel, please note you will need your order number so that we can track your order. If we have shipped your item you must re-package it securely and send it using Royal Mail tracking so that it reached us within 14 working days of the date that your order was delivered to you.

Please note that you will be responsible for the costs of returning the goods to us unless we delivered items to you in error or the item is faulty. If you do not return the item within 14 working days, we may arrange for collection of the item from your residence at your cost.

If you cancel your order after the delivery process has started you will be liable for any service included in the order such as postage & packing and/or gift wrapping. Upon receipt of notice of cancellation, we will refund the relevant part of the purchase price for the products in your order within 30 days.
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Sorry, we only deliver to any address within the UK, this however does include, Northern Ireland.
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If you're having trouble with your payment, make sure your address details match those that your bank has on record. In some cases we will only accept orders dispatched to the customer's billing adrress.

If you are having continued problems making payment, Paypal might be a better option. Simply click on the 'Pay by Paypal' link in the checkout process and pay by card as normal.
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