FAQs
:: Shopping with Perfume Plus Direct ::
Do you have a shop?
No, we are exclusively an online retailer.
Do you do wholesale?
No, we sell directly to the public.
Do you have a catalogue?
As we constantly receive new stock, it would be impossible to keep up with a catalogue. Please be assured that our site is simple and straightforward to browse.
What is a tester?
Testers are full-sized products that haven’t been opened or used. They usually have plain packaging or are marked as being a tester in some way, e.g. by a sticker on the bottom/side of a bottle. The reason they are often much cheaper than fully packaged products is simply due to the lack of expensive packaging. However PerfumePlusDirect do not sell testers.
What does 'unboxed/imperfect' mean?
Unboxed/imperfect products are full-sized products that are either unboxed or have damaged boxes. The fragrance itself is in perfect condition.
:: Account management and website ::
Do I need to register?
You do not need to register an account to place an order. However, if you do, you will be the first to know about special offers, discounts and exciting new products! Also, you will be able to keep track of all previous orders with our order history facility.
How do I get an account?
To register for an account, please click ‘Login’ at the top of our homepage, where you will find an option to create a new account. You will be required to fill in your details- once you have done this, your account will be ready to use.
How do I log in?
To log in to your account, please use the login facility on our homepage.
How do I view the products?
There are a number of ways to view our products- the easiest way is to click on one of the categories or search by brand, both on the left of our homepage.
:: Payment ::
How do I pay?
You will pay for your order via Sage Pay, our secure payment facility.
Is payment secure?
Yes- all payments are encrypted using 128-bit SSL certificates.
:: Ordering and delivery ::
How do I place an order?
When you have found the product/s you would like to order, simply enter the quantity you’d like and ‘Add to basket’. Once you have clicked on ‘Checkout’, you will be required enter your details. It’s that simple!
How much does delivery cost?
UK:
1st Class - £1.49 per item and £1.95 per gift set
2nd Class - £0.95 per item and £1.95 per gift set
Tracked - £6.95
Next day - £9.95
Europe:
Airmail - £14.99
Tracked - £29.99
Outside Europe:
Airmail - £19.99
Tracked - £34.99
In Europe, we deliver to: Austria, Belgium, Denmark, Finland, France, Germany, Gibraltar, Iceland, Republic of Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden and Switzerland.
Outside Europe, we deliver to: Australia, Canada, New Zealand and USA.
How will I know that you have received my order?
You will receive a confirmation email.
Can I change my order?
No. Once your order has been placed, you are unable to change it.
When will my order be dispatched?
Standard delivery orders are dispatched within two working days (excluding weekends- standard delivery orders placed Friday-Sunday are dispatched on the following Monday). Next day delivery orders are sent out on the same day, if placed before 1pm: orders placed on a Friday will be delivered on Monday; orders placed on a Saturday will be delivered on Tuesday. Please note we can not deliver on a bank holiday- in this instance, please expect your delivery the next working day.
How long will my order take to arrive?
UK:
1st Class- 1-3 working days (may sometimes take longer for reasons beyond our control; if you require an item urgently, we suggest that you select next day delivery)
Tracked- 1-3 working days (may sometimes take longer for reasons beyond our control; if you require an item urgently, we suggest that you select next day delivery)
Next day- as long as you place your order before 1pm, it will arrive on the next working day (orders placed on a Friday will be delivered on Monday; orders placed on a Saturday will be delivered on Tuesday; we can not deliver on a bank holiday- in this instance, please expect your delivery the next working day)
Europe:
Airmail- 7-10 working days
Tracked- 7-10 working days
Outside Europe:
Airmail- 10-14 working days
Tracked- 10-14 working days
Where is my order?
Once an order has been dispatched, there may be unforeseen delays in delivery for reasons beyond our control. We will not consider an order as ‘missing’ until 15 working days have passed since the day of dispatch. In the meantime, we recommend that you ask your local postal sorting office if they have attempted delivery. We also recommend that you ask your neighbours if your package has been left with them. If 15 days have passed and your order has not been delivered/located, we will investigate the matter on your behalf. You must inform us that you haven’t received your order within 30 days of placing it. Claims outside this period will not be accepted.
Do you deliver to PO Box addresses?
No.
Do you deliver to BFPO addresses?
Yes. Please be sure to include your service number and rank, your company and regiment and your BFPO postcode. All BFPO addresses must be registered as United Kingdom, rather than the country where you are posted.
Do I have to pay customs and import charges?
Some countries charge additional customs’ fees and independent carrier charges. Perfume Plus Direct cannot anticipate these costs and will not reimburse any additional fees incurred. Prior to placing your order, it may be a good idea to contact your local customs’ office in order to find out if you should expect any fees.
:: Returns and cancellations ::
Can I cancel my order?
Under the UK's Distance Selling Regulations, you have seven working days after placing your order to give us written notice of cancellation. You must provide us with written notice (email, letter or fax) of a cancellation of contract. Please note that you are responsible for the cost of returning the item/s to us. You must ensure that you have sufficiently packed the relevant item/s and we recommend that you obtain proof of postage for your protection, as you will be held liable for any item/s damaged or lost during the return process. Once Perfume Plus Direct has received the return, you will be refunded the cost of the item/s and the original postage charge.
We will NOT accept the return of any opened/used goods.
After the seven days have passed, we will only accept the return of faulty/damaged/incorrect goods.
Can I return items?
Under the UK's Distance Selling Regulations, you have seven working days after placing your order to give us written notice of cancellation (see above, under ‘Can I cancel my order?’). After the seven days have passed, we will only accept the return of faulty/damaged/incorrect goods.
My order is faulty/damaged/incorrect- what should I do?
If you receive a faulty/damaged/incorrect item, we will gladly replace or refund it, provided that you inform us of the problem within 10 days of delivery and return the original item to us.
Please email us at perfumeinfo@perfumeplusdirect.co.uk explaining the problem and we will send you instructions on how to return it. When we receive your return we will send out a replacement (at no additional cost) or issue a refund. If a replacement is sent out, the return postage charge for the original item will be refunded. If a refund is issued, both the original postage charge and the return postage charge will be refunded. Should you require an immediate replacement, you must place a new order. When the original item reaches us, you will be refunded the cost of the initial order, including the original postage charge and the return postage charge. Should you require an immediate replacement, you must place a new order. When the original item reaches us, you will be refunded the cost of the initial order, including the original postage charge and the return postage charge.
Faulty/damaged/incorrect items will only be replaced or refunded if they have not been opened/used.
Any item damaged during the return by not having sufficient protective packaging may incur additional costs, at Perfume Plus Direct’s discretion.
We advise that you obtain proof of postage when returning any items- we will not reimburse any costs for Recorded/Special Delivery or courier services.
:: Undeliverable packages ::
When a postal carrier returns an undeliverable package to us, we will issue an immediate refund (excluding the postage charge). A package may be ‘undeliverable’ because:
- the address provided was incorrect
- following a failed delivery attempt, it has not been collected from the postal carrier’s local collection office and has subsequently been returned to sender
We are unable to re-send packages that are returned to us as undeliverable. If you would still like to make a purchase, please feel welcome to place a new order.
:: Technical problems ::
I can’t log in to my account
Please ensure that you are entering the correct details. Log-ins and passwords are case-sensitive so please check your Caps-Lock. If you still can’t access your account, please feel welcome to email us for assistance: perfumeinfo@perfumeplusdirect.co.uk.
