We have put together some of the most frequently asked questions, if you have any questions that are not answered here please e-mail firstname.lastname@example.org and we will be happy to help.
We aim to answer all queries within 24 hours, between Monday to Friday from 8.30am to 5pm excluding public holidays.
Important Note: Some e-mails accounts will ‘Junk’ any e-mails that are sent from addresses that are not recognised, so make sure you add email@example.com to your address list so that we can get in touch.
No, we are an online company only. The ease and convenience of being able to shop 24 hours a day from the comfort of your own home. Our prices are better than on the high street, so you won’t get a better price anywhere else!
No, as we are online retailer we only sell to consumers.
Yes, all of our products are 100% genuine and are exactly the same as you would find on the high street.
Our costs are kept very low as we do not have shops or middlemen and we sell directly to the public, so we can pass the saving directly to you!
Online shopping is increasingly popular due to the huge amount of products available online and the convenience of being able to shop for your favourite products without leaving the house.
Unfortunately we do not offer this service at the current time.
In order for our customers to always get the best deals, our prices will frequently change.
Parfum is the purest form of a scent and is the extract of the fragrance. It is less diluted than the other forms of fragrance and is often smooth and round in texture.
Eau De Parfum (EDP) is one of the most popular forms of fragrance. When wearing it is the second strongest and is the longest lasting of all the fragrance forms. It contains between 7% and 14% fragrance oils and perfume extracts.
Eau De Toilette (EDT) is becoming increasingly popular as a means of wearing a fragrance. It is not as concentrated as Parfum or Eau De Parfum and contains 1% to 3 % of fragrance oils and perfume extracts. After approximately three hours of wear, around 80% of an Eau De Toilette will have evaporated.
Aftershave is a traditional way for men to wear a fragrance. As they are applied to the skin, Aftershaves contain a lot less alcohol which limits their ability to last and therefore they weaken quickly. Rather than being used as a fragrance, Aftershaves should be used as a rejuvenating tonic.
Eau De Cologne (EDC) is designed as an invigorating spray and lasts the least amount of time; only around a couple of hours. It is formulated as a single burst and should be worn for a quick blast of scent.
Not necessarily, however we list all items we have in stock and even though we have new products arriving daily, once an item has sold out we cannot guarantee if or when the item will be back in stock.
Please be assured that all of our fragrances and cosmetics are delivered to you in their original packaging.
Products that have varying degree of damaged packaging, in most cases this could be squashed, scratched or stained boxes. Where the packaging has been extensively damaged we may remove the box in order to dispatch the product out safely.
We can only accept online payments that are made at the time of placing an order. Unfortunately we are unable to take orders over the phone.
We accept the following online forms of payment via our secure payment gateway Sage Pay:
In order to make your online shopping experience quick and easy, you are not required to register with us when placing an order. Unfortunately we are unable to take payments over the phone.
We currently offer the following delivery services :
MyHermes Tracked or Royal Mail Standard Delivery – 3 to 7 days delivery at £1.95
DPD Next Day –1 day delivery at £5.95
We do offer Next Day Delivery at a charge of £5.95. If you place your order by 12pm Monday to Thursday you will receive your purchase the next day. Any orders placed by 12pm on Friday will be guaranteed for delivery the following working day Monday.
For all deliveries we use MyHermes, Royal Mail or DPD.
We aim to dispatch orders within one working day from the ordered date. UK orders are usually delivered within 3-5 working days, however as delivery times can vary, please allow up to 7 working days for UK delivery. If you have any queries regarding the delivery of an order, please contact us at firstname.lastname@example.org and we will respond as soon as we can.
In the unlikely event that you do not receive your order after 7 working days from dispatch, please first check with your neighbours or other members of your household in case someone else has received it on your behalf. Failing this, please contact us at email@example.com and we will investigate the whereabouts of your order. Please note that we do have the ability to track orders if they go via myHermes or DPD.
At the current moment we only delivery to the UK.
After two working day from making payment, if you have not received an email confirming the dispatch of your order, or if 7 working days have passed from receiving the confirmation email, please contact us and we will investigate the whereabouts of your order.
No, unfortunately we don’t delivery to PO BOX or BFPO address at this current stage.
You can change what you have ordered right up until you make the payment. Unfortunately once an order is paid for, we are unable to amend the details of the order. If you want to add or remove items or cancel the order, please contact us at firstname.lastname@example.org or on 0845 875 1850 as soon as possible so that we can try and arrange this for you. In many cases the order may need to be cancelled and then re ordered.
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’ the following reasons:
- Address provided was incorrect.
- Failed delivery attempt, it has not been collected from the postal 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.
We have a 30 day returns policy for all our customers on all items that are unused and in original packaging. Should you not be completely satisfied with your order, you have changed your mind or you have received a damaged or incorrect item please contact us within 30 days of the dispatch. Returning goods you must contact Customer Services to obtain RMA (Return Merchandise Authorisation) code which must be quoted when returning the goods along with a note detailing the reason for return of goods and if you want a refund or an exchange. Once we have received and processed the return, we will send an email confirming the refund or replacement has been processed.
When returning the order please return the items with the original packaging and include:
Your order number
Your RMA code
Your email address
The reason for the return
Whether you would like a refund or a replacement
We will happily refund or exchange your purchase if for any reason you are unhappy with your order, or if you have simply changed your mind. Please refer to our returns policy for all information regarding returning an item.
We aim to process retuned goods within two working days that they arrive in our warehouse and we will send you an email once the process is complete. If you have tracking details for the returned parcel, please send us the relevant tracking information when contacting us.
In the rare event that your order is missing something or you receive the wrong item, please contact us at email@example.com or on 0844 875 1850 as soon as possible and we will arrange the correct item or a replacement to be sent out as soon as possible.
Please refer to our returns policy for all information regarding returns. What do I do if I receive a faulty or damaged item? If you receive an item that is faulty or damaged please refer to our returns policy. Alternatively if you think the item is too damaged to be returned to us, please contact us and we will assess the damage of the item before making a decision. Please note in these cases, photo evidence may be required as proof of damage.
In the rare event that you receive an incorrect item, please contact us at firstname.lastname@example.org or on 0844 875 1850 and we will arrange the correct item or a replacement to be sent out as soon as possible.
Once we have processed your refund, you will receive a refund confirmation email, confirming that we have processed the refund from our end. The refund may take 2-5 working days to show up in your account, but sometimes it can take up to 10 working days. If you have received the confirmation email but the refund has not appeared in your account and you are concerned, please contact your card issuer and they should be able to tell you when the refund will be available.
If for any reason you wish to cancel your order, please contact us at email@example.com or on 0845 875 1850 as soon as possible. Once we have cancelled your order, we will send you an email to confirm the cancellation. Please note that if a cancellation request is not received before the order is dispatched, we will be unable to refund you until the order has been returned to us. For more information regarding returns please refer to our returns policy.
Please refer to our returns policy for all information regarding returns.
To log in to your account, please use the login facility on our homepage
Your security is very important to us. We use SSL encrypt technology to ensure that your details are kept private and are not able to be viewed by other parties.
We know how annoying it can be when you see an item for sale one day and have it be sold out by the next. We list everything that we have in stock and even though we have new products arriving daily, once an item has sold out we cannot guarantee if or when the item will be back in stock.
You can contact us, either by email, phone or post. Please click here to be directed to the contacts page with all the information you will need. If you have any queries, requests or complaints, please get in touch with us.
Unfortunately voucher codes need to be entered at the time of placing the order and cannot be added once an order is complete.
If you no longer wish to be on our emailing list, please email us at firstname.lastname@example.org with the subject heading "Unsubscribe" and we will remove you from the list. Alternatively please click on the unsubscribe link located at the bottom of all our emails.
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 email@example.com.
The best way to receive our special offers and voucher codes is to sign up for an account. Simply go to the Homepage and enter your name, address, contact and email address and you will start receiving details about special offers, new products, events, voucher codes!