To order over the phone, call 0161 873 2118. Our lines are open Monday - Friday 9am - 5pm.
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We know that Royal Mail's tracking page can sometimes be confusing, and often says 'Come Back Later'.

Don't worry if your code gives you this warning - the Royal Mail will only update this if they have succesfully delivered your item, or have attempted to make a delivery.

If you see this message, your item is on its way and this tracking information will be updated once Royal Mail attempt delivery.

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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.

From dispatch, orders sent by Royal Mail Special Delivery (Next Day) will typically take 1-2 days to be delivered by the Royal Mail, but can take up to 3 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 (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 a RMA (returns) number by logging into your account and viewing previous orders.

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.
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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 a RMA (returns) number by logging into your account and viewing previous orders.

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

TFS Stores Ltd t/a The Fragrance Shop
Churchill Point,
Lake Edge Green,
Trafford Park Road,
Manchester
M17 1BL

Company Registration Number: 06789842

Vat Registered in England: 927568090