FAQs and Help
We have put together some of the most frequently asked questions. If you have any questions that are not answered here, please contact us as soon as possible be e-mail [email protected], or in office hours by calling +44 0161 767 7826, and we will be happy to help.
We aim to answer all queries within 24 hours, between Monday to Friday from 8.00am to 4:30pm 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 protected] to your address list so that we can get in touch.
Orders
I’m having trouble placing an order, can you help?
For any technical assistance, please email us on [email protected] or in office hours by calling +44 (0) 161 767 7826, and we will be happy to help.
How do I change my password?
To change your password, simple login into your account, select Account Information, tick change password and type in your new password as directed.
What do I do if I have forgotten my password?
On my account page click on the link ‘Forgot your password’ and you will be emailed a link that will allow you to reset it.
Do I have to register to make an order?
No. We have a guest option that doesn’t require you to register as a customer.
Is it possible to get my product gift wrapped?
I am afraid we do offer this gift-wrapping service at the current moment.
Can I change what I have ordered?
Once you have placed an order, unfortunately it cannot be amended online. We can cancel your order so that it can be correct it. Please try to contact us as soon as possible by email [email protected] with the word CHANGE ORDER in the subject line, or in office hours by calling +44 (0) 161 767 7826. We dispatch orders quickly, and so we have limited time in which to stop completed orders from going out.
If your order has already left our warehouse, and you have decided to change your order, please contact customer service for a pre-paid return label.
Can I amend the delivery option for my order?
As there is a price difference in the delivery we offer, we unfortunately cannot change the delivery option once an order is placed.
Can I amend my address for my order?
Once your order has been accepted into our warehouse, we are unable to make any change to your address. Please try to contact us as soon as possible by email [email protected] with the word CHANGE ADDRESS in the subject line, or in office hours by calling +44 (0) 161 767 7826. We dispatch orders quickly, and so we have limited time in which to stop completed orders from going out.
How do I cancel my order?
If you realise you have made a mistake when ordering, please try to contact us as soon as possible by email [email protected] with the word CANCEL in the subject line, or in office hours by calling +44 (0) 161 767 7826. We dispatch orders quickly and as such we have limited time in which to stop completed orders from going out.
If your order has already left our warehouse, and you have decided to cancel, please contact customer service for pre-paid return label.
We will refund to the original payment method used to place the order. Please note we reserve right to await receipt of the return goods, before issuing a refund.
Can I have my order delivered to a different address?
In most cases, we can deliver to an address of your choice, even if the delivery address is different to your billing address.
However, please be aware that in some circumstances our management may reserve the right to send orders to the billing address only. If this is the case, we will contact you before you order is dispatched.
How can I get information on special offers and voucher codes?
You can be kept up to date with our special offers and voucher codes that we may be running by opting into receiving our newsletter and emails. You can do this by signing up to our email.
I forgot to use my promotion code – can I add it?
Promotion codes do have to be entered at the time of placing your order. I am afraid they cannot be added on after the order processed has been completed.
Can I use more than one promotion code?
Unfortunately, you can only use one promotion code per order, unless it states otherwise.
How do I use promotion codes?
Once you go to checkout you can enter your promotion code box just above the payment summary.
My promotional code isn’t working. Is there something wrong?
Our promotion codes have expiry dates on them. If the promotion code is still valid and is not applying a discount when you enter it into the relevant box at checkout, please email us at [email protected] or in office hours by calling +44 (0)161 767 7826. Where we are happy to help!
Can you take me off your mailing list?
If you’re no longer wishing to be kept up to date with our special offers and any voucher codes, you can remove yourself from our mail lists by click unsubscribe on any email we send out
Do you offer a price match service?
Unfortunately, we do not offer a price matching service. As a retailer, we do our utmost to remain as competitive as we can on the market to ensure our customers get the best value from shopping with us.
How do I know your website secure?
Security is extremely important to us, our Website has security measures in place to protect the loss, misuse and alteration of the information under our control. Certain areas of our site use industry standard SSL to encrypt sensitive data, such as your billing address details. We record IP address of persons submitting orders to aid fraud prevention and will disclose any information necessary to fully co-operate with law enforcement authorities in investigating suspected lawbreakers. For your added security all payment pages are hosted and processed by secured payment facilities which means that we don't hold records of your credit card details.
Payment
What payment method do you accept?
At the current moment we only accept payment online. We accept payments in the United Kingdom (£).
For payments made we accept Visa, Maestro, Visa Electron, Mastercard and PayPal.
Please do not send cash or cheque to us.
Delivery
Where do you deliver to?
Currently, we only offer delivery within the UK.
What about P&P?
Free delivery is available on your order for full details can be found on the delivery page.
Why is there a minimum charge for orders to qualify for Free UK Delivery?
Certain less expensive items that we stock can be subject to a large delivery charge in comparison to the value of the item. Rather than increasing our prices, we thought to continue to offer you a fantastic bargain, with the option of either making a small payment for postage or including these items in a large order, to get FREE UK delivery.
Can I collect my order?
Orders aren’t available for collection as we don’t have any stores.
How long will it take to receive my order?
For the most up-to-date delivery information, please visit our Delivery, Refund and Return Policy page.
How can I track my order?
When you use one of our tracked delivery services, we automatically email you with your tracking number with your dispatched email.
What do I do if I haven’t received my order?
If you have received your order after the time period, this is usually 7 working days after dispatch. Please contact us and we will do all we can to assist.
What happens if I am not in when my order arrives?
If you’re not available to receive your order, your order will be left in safe place or a card will be left advising you to either collect the parcel or they will try to re-attempt delivery.
Returns
What is your return policy?
We want you to be happy with your order and offer a 30 days return period on all our products. If you’re not totally satisfied with your order or have changed your mind, please return the unopened product(s) to us within 30 days of receipt and we will refund you at the price you paid for your product(s). Please note we will not refund any postage charges that you may have paid on the original order.
For reason of hygiene and safety, we cannot refund or exchange any cosmetics that have been removed from the original wrapping or show any signs of having been used unless they are faulty, damaged, unsatisfactory quality or incorrect item received.
You can return items to us FREE of charge, please contact customer service, and they will provide you with a pre-paid EVRi return label.
How do you return an item by post?
Please package your product(s) securely in the original packaging and contact us for a pre-paid return label to be sent to your email address.
You will also need to include a brief letter including the following information
- Your Order Number
- Your Name
- You Email Address
- Your Address
- The explanation as to why you are returning the product(s) back.
- Whether you would like a refund or an exchange.
What do I do if I receive a faulty item?
If you received any items which are faulty item, please contact customer service via email on [email protected] or in office hours by calling +44 (0) 161 767 7826 us within 30 days of receiving your order. Make sure you do not dispose of any broken items as we will require photographic evidence to support claims for damages. Once this has been provided, we will offer a full refund or replacement.
Please note, we reserve the right to request a faulty, damaged or incorrect item(s) returned to us.
What do you do if I receive an incorrect item?
We have a number of checks in place to try and ensure the accuracy of the order we send. If you have received an item which is different to that which you ordered, please contact customer service via email on [email protected] or in office hours by calling +44 0161 767 7826.
How long will it take to get my order refund?
When accounts process your refund, you will receive a notification sent to your email address which you placed the order with. This means that a refund has been processed at our end, at this point it usually takes 2 to 5 business days to show in your account. Please note in can take up to 10 business days.
Products
Do you ever run out of popular product lines?
Yes. In the unlikely event that an item(s) is not in stock, we will contact you with 72 hours of the receipt of your order. You will have an option of cancelling or continuing with the rest of your order.
What is the difference between an EDT (Eau de Toilette) and EDP (Eau de Parfum)?
The main difference between the type of fragrance is the concentration of essences. Eau de Parfum contains up to 15% perfume concentrates, while an Eau de Toilette contains up to 10%. So, an Eau de Parfum is a bit stronger and longer lasting than Eau de Toilette.
Are the products that you sell real?
All our products are completely genuine. We do not sell any counterfeit or fake products. We sell the same name brand designer products you would expect in big retail department stores, except not in a big retail price.
Why are products so much cheaper?
We sell products directly to the public. There is no shop and there are no middlemen, so our overheads are kept low, and so we pass the saving on to you!
Do you do wholesale?
Perfume Plus Direct is an online retailer which is set up to sell directly to customer and not wholesalers.
Do your prices change?
To offer the customer the best deal possible at any given time, our prices do frequently change. In terms of orders, however, the price we charge will be the same as stated in your email confirmation.
What do I do if I can’t find a product(s) I’m looking for online – does this mean you don’t sell it?
Not necessarily, it maybe that product(s) is out of stock temporarily. If the product(s) you are looking for isn’t online, please drop us an email at [email protected], with the name of the product so we can check when we will availability.
