Do you have a question? Check our our FAQ page and you might just find the answer.
Alternatively our friendly UK based Customer Care Team will be delighted to help.
Phone: +44 (0) 161 468 1701
Customer Service opening hours
Monday - Friday : 8:00am - 6:00pm
(Times are shown in UK GMT )
We hope that you're pleased with any purchase you've made or service you've received from The Fragrance Shop, however if there's something you're not happy with, we'd like the opportunity to put matters right.
Complaint Handling and Dispute Resolution Process
Contact us (1st stage)
Tel: +44 (0) 161 468 1701
Customer Service Department
The Fragrance Shop Unit 6 Premier Park
Trafford Park Road
If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree a course of action with you.
E-Mail your complaint through with your name, address, contact number, order number and details of the complaint.
Post your complaint to us with your name, address, contact details, order number and details of the complaint.
We will aim to produce a full response to any issue within 3 working days, depending on the level of investigation required.
We aim to resolve most complaints by this stage. If you’re unhappy with the outcome of your complaint you may wish have this reviewed further.
Escalating The Complaint (2nd stage)
In the unlikely event that our advisors have been unable to resolve your problem, our Customer Service Team Leaders will step in.
Simply respond to the 1st stage communication from us asking for your complaint to be escalated and this will be passed on immediately.
Any escalations will be responded to within 24 hours
Final Escalation (3rd Stage)
If after the 1st escalation you feel we still haven't resolved your complaint satisfactorily, please request for a 3rd stage Manager escalation.
Your complaint will be reviewed by the Customer Service Manager.
A full and final response will be issued within 24hrs.
Phone: +44 (0)161 848 7111