Kocostar

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?

DPD UK Standard Delivery - FREE on orders over £40. £2.99 on orders under £40. DPD UK Next Day Delivery - FREE on orders over £60. £2.99 on orders under £60.

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.

How do I change my Address?

Once your order has been submitted to our warehouse unfortunately we are unable to change your address

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

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 875 0675 - 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 875 0675- Online order enquiries only

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.

What are your delivery costs?

DPD UK Standard Delivery - FREE on orders over £40. £2.99 on orders under £40. DPD UK Next Day Delivery - FREE on orders over £60. £2.99 on orders under £60.

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.

How do I change my Address?

Once your order has been submitted to our warehouse unfortunately we are unable to change your address

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.

Who is going to be delivering my order?

We use Royal Mail to deliver our parcels

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

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.

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.

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 875 0675 - 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 875 0675- Online order enquiries only

Is the site secure ?

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.

What payment methods can I use?

Visa , Mastercard, amex , Paypal and The Fragrance Shop Gift Card

What is the difference between EDP and EDT?

Here at The Fragrance Shop we like to ensure our customers choose the optimum product to fulfil their needs, so we have compiled this useful guide to help you make an informed decision on which is the best product to buy. Concentrations: Strengths and Value for Money Fragrance products consist of a concentration of perfume oils in a solvent (usually alcohol). The amount of perfume oil in a fragrance dictates whether it is an Eau de Parfum, an Eau de Toilette, an Eau de Cologne and so on. It also dictates how long a fragrance product will last on the skin and, of course, its price! To help explain the difference in strength, we have listed below the types of fragrance products, their concentrations and the average time it takes for the scent to evaporate. Perfume 5%-30% concentration of perfume oil 6 - 8 hours Eau de Parfum or EDP 8%-15% concentration of perfume oil 5 - 7 hours Eau de Toilette or EDT 4%-8% concentration of perfume oil 4 - 6 hours Eau de Cologne or EDC / Aftershave 3%-5% concentration of perfume oil 2 - 3 hours The price of a fragrance product will depend on its strength (% of perfume oil) as well as the bottle size. For example, a 30 ml Eau de Parfum bottle will usually cost more than a 30 ml Eau de Toilette as it is stronger. The more alcohol a product contains, the quicker its scent will evaporate. Aftershave has the highest alcohol content. Although an Eau de Toilette is cheaper, it is not necessarily more economical, as it will not last as long. EDT is the most popular and affordable concentration available. Fragrances should be kept away from heat and light. Storing fragrance in the fluctuating temperatures and humidity of a bathroom will cause a scent to degrade rapidly. Identical fragrances may smell differently and also last longer when applied to some peoples' skin than others, this is because of the chemical make up and balance of our skin

When will my payment be taken for a pre-order?

Please be aware that we may take payment for your order before it’s dispatched.

What will happen if I order other items at same time as a pre-order?

To keep things simple we don’t separate orders, so you’ll receive the whole order when the pre-order has been released. You will receive an email from us to let you know your order is on its way.

When will I receive my pre-order if I choose click and collect as my delivery option?

As long as you place your order at least a week before its launch date, we will endeavour to deliver it to store on its launch date or just after depending on the store location and delivery day. If you have any queries please don’t hesitate to contact us.

Can I have my pre-order gift boxed?

Yes, you can have your pre-order gift boxed

What will happen if I order other items at same time as a pre-order?

To keep things simple we don’t separate orders, so you’ll receive the whole order when the pre-order has been released. You will receive an email from us to let you know your order is on its way.

When will I receive my pre-order if I choose click and collect as my delivery option?

As long as you place your order at least a week before its launch date, we will endeavour to deliver it to store on its launch date or just after depending on the store location and delivery day. If you have any queries please don’t hesitate to contact us.

Can I have my pre-order gift boxed?

Yes, you can have your pre-order gift boxed

Is the site secure ?

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.

What payment methods can I use?

Visa , Mastercard, amex , Paypal and The Fragrance Shop Gift Card

When will my payment be taken for a pre-order?

Please be aware that we may take payment for your order before it’s dispatched.

What is the difference between EDP and EDT?

Here at The Fragrance Shop we like to ensure our customers choose the optimum product to fulfil their needs, so we have compiled this useful guide to help you make an informed decision on which is the best product to buy. Concentrations: Strengths and Value for Money Fragrance products consist of a concentration of perfume oils in a solvent (usually alcohol). The amount of perfume oil in a fragrance dictates whether it is an Eau de Parfum, an Eau de Toilette, an Eau de Cologne and so on. It also dictates how long a fragrance product will last on the skin and, of course, its price! To help explain the difference in strength, we have listed below the types of fragrance products, their concentrations and the average time it takes for the scent to evaporate. Perfume 5%-30% concentration of perfume oil 6 - 8 hours Eau de Parfum or EDP 8%-15% concentration of perfume oil 5 - 7 hours Eau de Toilette or EDT 4%-8% concentration of perfume oil 4 - 6 hours Eau de Cologne or EDC / Aftershave 3%-5% concentration of perfume oil 2 - 3 hours The price of a fragrance product will depend on its strength (% of perfume oil) as well as the bottle size. For example, a 30 ml Eau de Parfum bottle will usually cost more than a 30 ml Eau de Toilette as it is stronger. The more alcohol a product contains, the quicker its scent will evaporate. Aftershave has the highest alcohol content. Although an Eau de Toilette is cheaper, it is not necessarily more economical, as it will not last as long. EDT is the most popular and affordable concentration available. Fragrances should be kept away from heat and light. Storing fragrance in the fluctuating temperatures and humidity of a bathroom will cause a scent to degrade rapidly. Identical fragrances may smell differently and also last longer when applied to some peoples' skin than others, this is because of the chemical make up and balance of our skin

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. 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. 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 rerturn 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.

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 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. 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

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.

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

Please contact our customer service team on 0161 875 0675

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 875 0675

Are the fragrances genuine?

At The Fragrance Shop we only buy direct from the manufacturer. With over 150 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 100% genuine

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 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. 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

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.

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

Please contact our customer service team on 0161 875 0675

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 875 0675

Are the fragrances genuine?

At The Fragrance Shop we only buy direct from the manufacturer. With over 150 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 100% genuine

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. 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. 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 rerturn 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.