Throughout the order process we'll send you email alerts with updates on your order status. If you're not receiving these emails, please check your spam folder and add customerservice@thefragranceshop.co.uk to your email safe list.
Common questions about delivery
- What are your delivery costs?
- When will my item be delivered?
- What happens if I don't receive my order?
- How do I contact you about my delivery?
- I've received an email asking to confirm personal details. Why?
What are your delivery costs?
Royal Mail Tracked - FREE on orders over £40. £2.95 on orders under £40.
Royal Mail Special Delivery (next working day) - £5.99
When will my item be delivered?
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 2-3 working days to be delivered by the Royal Mail.
If ordered and dispatched before 10am, Royal Mail Special Delivery (next working day) 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 made on a Friday will arrive Monday. Items ordered on a Saturday or Sunday will arrive on the following Tuesday.
What happens if I don't receive my order?
If you believe an item is lost in the post, unfortunately we can't investigate this until 15 working days (10 for special delivery) after the date of dispatch. This is because the Royal Mail will not investigate lost mail until this point, and until then it is likely the product will still be delivered.
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 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.
How do I contact you about my delivery?
If your question isn't answered by our FAQs, then please contact our customer service team about your order:
Email: customerservice@thefragranceshop.co.uk
Phone: 0161 873 2118 - Online order enquiries only
I've received an email asking to confirm personal details. Why?
We have automatic security filters in place which scan each order to protect both you and us. If a flag is raised against your order we'll need you to contact us to confirm a few details before we dispatch it. This can be down to something as simple as an unverified PayPal address or different shipping and billing addresses.
If you receive an email like this please contact us on the details below to confirm a few details - it should only take a few seconds and we can dispatch your order straight away.
Email: customerservice@thefragranceshop.co.uk
Phone: 0161 873 2118 - Online order enquiries only
