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We've put together some of the most commonly asked questions to our customer service team. If you can't find the answer to your question here, please don't hesitate to get in touch with our customer service team directly.
Are your products authentic?
All our products are completely genuine. We do not sell counterfeit or fake products.
Why are the products so much cheaper than other retailers?
We sell products directly to the public so there are no middlemen, so our overheads are low, we can pass our savings onto you!
What is the difference between EDT (Eau de Toilette), EDP (Eau de Parfum) and Eau de Cologne (EDC)?
Eau de Toilette (EDT) has a medium-low scent concentration with 4-8% Perfume oil and can last 4-6 hours
Eau de Parfum (EDP) has a medium-high scent concentration with 8-15% Perfume oil and can last 5-7 hours
Perfume, sometimes called an Extrait, is between 15-30% Perfume oil and can last 6-8 hours
Cologne, sometimes called an Eau de Cologne or an Eau Fraiche, is between 3-5% Perfume oil and can last 2-3 hours
Is this a secure site?
We take security very seriously and want to give our customers peace of mind and a safe, secure shopping experience. From the moment you enter the checkout, every piece of information is secure. Any payment transactions will be encrypted using secure sockets layer (SSL) technology and all your personal details are stored in accordance with the Data Protection Act 1998.
Our checkout process uses industry standard SSL (Secure Sockets Layer) 128-bit encryption (the strongest possible) which secures your data. In our case, this service is provided by Shopify.
How do I place an order?
The quickest and easiest way to order is via our website although if you would prefer to order over the phone you can contact our Customer Services team on 0330 900 2200 Monday to Friday, between 9am and 5pm, and they will be happy to take your order. If you have any queries or questions, please feel free to call or email us on firstname.lastname@example.org
How quickly will a receive my order?
We process and dispatch orders as quickly as possible. We deliver using Royal Mail Tracked 24 with Signature & Royal Mail Tracked 48 with Signature.
If your order is late, or you wish to track the progress of your delivery, please visit https://www.royalmail.com/track-your-item#/ and enter your tracking number. Alternatively, contact Customer Services on email@example.com who will be happy to assist you.
What do I do if my order shows as delivered but I have not received it?
If you have tracked your order and it shows your order has been delivered, but you have not received it, please contact our Customer Service team within 7 days of the delivery date shown, otherwise we will not be able to process your claim for the order not being received. You can do this either by calling 0330 900 2200 Monday to Friday, between 9am and 5pm or emailing firstname.lastname@example.org.
We will then contact Royal Mail who will investigate. This process normally takes 72 hours and as soon as they let us know the outcome of the investigation we will be in touch.
How much is postage and packaging?
We offer free delivery on all orders over £30. If you would like details on our postage prices please see details in the delivery section.
The product I have ordered is out of stock, when will it be available?
We always do our upmost to keep our stocks replenished, but if we are out of stock of your item you will be informed by our Customer Service team of the expected delivery date.
What happens if I am not in when my order arrives?
If you are not in when our carrier attempts delivery, they will post an information card through your letterbox with the relevant details.
Can I change or cancel an order?
Once your order has been accepted into our warehouse we are unable to make any changes as we want you to receive your order as soon as possible, therefore we process all orders through our warehouse immediately which makes it very hard to change the order once you’ve placed it and it has been accepted.
However, you can cancel your order within 30 minutes of receiving your order confirmation.
The quickest way to cancel would be via “My Orders” section on the website and choose the order you wish to cancel.
Alternatively call our Customer Service team on 0330 900 2200 Monday to Friday, between 9am and 5pm. We do not recommend using email to do this.
If your order has already been dispatched, and cannot be cancelled, please return to us, following our Returns procedure. See “How to return an item” for details on how to do this.
Take a look at the full terms and conditions on your consumer rights.
Can I purchase a Gift Card?
You can purchase a digital gift card which is valid for 12 months from date of purchase.
Why won’t my gift card code work?
Please make sure that you’re typing the code in correctly. If that doesn’t work, please check the expiry date. If the code is still in date, please contact our Customer Service team who will be happy to assist.
What payment methods do you accept?
We accept many different types of payment. These include:
- Visa and MasterCard (including pre-paid cards)
- American Express
- Gift Card
When will I be charged for my order?
You'll be charged once your order is dispatched.
For detailed information about returns please see, Returns, Exchanges and Refunds policy
What if I want to exchange or want a refund?
We want you to be 100% satisfied with your order but if you have changed your mind or are unhappy with your purchase, please contact our Customer Service team who will advise further.
What do I do if I receive an incorrect item?
We have a number of checks in place to try and ensure the accuracy of the orders we send. If you have received an item which is different to that which you ordered please contact us immediately on 0330 900 2200 Monday – Friday, between 9am and 5pm, or email on email@example.com.
How do I create an account?
Please go to the top of any page and click "Create Account / Sign in" and follow the simple steps.
What do I do if I’ve forgotten my password or need to reset it?
When attempting to log in, please ensure you have entered the correct email address and password. Don’t forget passwords are case sensitive so ensure your caps lock is not turned on. If the details are correct click "forgotten your password" and follow the simple steps to reset.