Buying this as a gift? Why not make it extra special with our gifting service – just choose the options in your bag or at checkout and we will do the rest. Our dispatch notes do not include any prices too so you can ship it direct to the lucky recipient!

What happens if I haven't received my order?

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 working days to be delivered by the Royal Mail. If ordered before 5pm, Royal Mail Special Delivery is guaranteed by 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 Royal Mail will not investigate lost mail until this point. 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 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. Back to top

What are your delivery costs?

UK Standard Delivery - FREE on orders over £40. £2.99 on orders under £40. UK Next Day Delivery - FREE on orders over £60. £3.99 on orders under £60. UK Saturday Delivery - £3.99 order by 5pm Friday Click & Collect - FREE! Collect+ - £3.99

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 5pm, you'll receive your parcel the next working day on Royal Mail Next Day Delivery. There is no Saturday delivery service and orders made on a Friday will arrive Monday/Tuesday. Items ordered on a Saturday or Sunday will arrive on the following Tuesday/Wednesday.

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 468 1701 - 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 468 1701- Online order enquiries only

Can I change my delivery address?

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?’).

When will I receive my order?

The timescale is dependent 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.

How much will delivery cost me?

we offer a free UK delivery service for all orders over £40. Delivery on orders under £40 is £2.99. Need your items in a hurry? The Fragrance Shop can replace this service with an UK next day delivery option for £2.99 or FREE on all orders over £60.

How can I track my order?

When your order is despatched you will receive an email which confirms despatch and also includes your order tracking information. If you have not received this email then please check your spam filter and deleted email folders

Where can I get my order delivered to?

Currently we only offer delivery within the UK.

Who is going to be delivering my order?

We use Royal Mail to deliver our parcels

When will my pre-order be delivered?

As long as you place your order at least 3 days before its launch date, we will endeavour to deliver it to you on its launch date or just after.

I want to return an item because it's damaged.

If you receive an item that is faulty or incorrect, please notify us within 28 days. Either return your purchase to your nearest store or return to to our Head Office, to return an item, please obtain a RMA (returns) number by logging into your account and viewing previous orders. 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. 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.

There is a no quibbles, 90 day returns process. Please note that if you purchase goods online, you will not be able to return them to store; you will need to return them to our Head Office. 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. For more information please read our FAQs. NB. We regret that the purchase of a gift card is non-refundable.For more information click here>

I want to return an item because I have changed my mind

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 the tags and/or packaging. Please notify us within 14 days of receiving the item if you wish to return it. Please note that if you purchase goods online, you will need to return them to our Head Office or to your nearest store. 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 with the following information:. - The reason for the return and whether a refund or return is required. - A copy of the invoice with the order ID - The RMA number

I want to return an item because I have changed my mind

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 the tags and/or packaging. Please notify us within 14 days of receiving the item if you wish to return it. Please note that if you purchase goods online, you can either return to your nearest store or return them to our Head Office. 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 with the following information:. - The reason for the return and whether a refund or return is required. - A copy of the invoice with the order ID - The RMA number Please note, we can't accept a returned item without an RMA number and copy of the invoice. 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 468 1701 - Website Enquiries Only You are responsible for checking that goods are correct when you receive them without opening them or removing the cellophane wrapper. We cannot offer a refund or a return on an item unless you retain the item and its original packaging.We will only refund the cost of returning an order to us if we are at fault, not if the customer uses their statutory right to cancel.

How do I return an item that is faulty?

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, 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. Or return to your nearest store.

I have received an item that I didn’t order?

Please contact our customer service team on 0161 468 1701

I have changed my mind can I return it?

• 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.

I am missing an item from my order?

This needs to be reported to our customer service team within 72 hours of receipt of your parcel , you must ensure that you keep all the packaging as you may be asked to return it – please contact them on 0161 468 1701

My order is damaged what do I need to do?

This needs to be reported to our customer service within 72 hours of receipt of your parcel – you must ensure that you keep all the packaging as you may be asked to return it – please contact them on 0161 468 1701

The fragrance I want to purchase is out of stock?

We are always updating our website with the latest stock available , if you enter your email address on the web site next to the out of stock item we will send you an email when its back in stock

Are the fragrances genuine?

With over 170 retail outlets nationwide and some of the world’s most prestigious fragrance brands available in-store and online, you can be assured that we only supply products that are genuine.