HOW DO I CREATE AN ACCOUNT?
DO I NEED TO CREATE AN ACCOUNT TO ORDER ONLINE?
HOW CAN I EDIT MY INFORMATION?
WHAT SHOULD I DO IF I HAD FORGOTTEN MY PASSWORD?
WHAT KIND OF PAYMENT METHOD MAY I USE?
IS IT SAFE TO ORDER ONLINE?
We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
I’M HAVING TROUBLE WITH MY CREDIT CARD INFORMATION FOR MY ONLINE ORDER?
If you receive an error message related to credit card authorization failure, double check the card details such as; expiration date CVN or security code, try re-entering your Cart details, and be sure that the card is current and valid. Please note that some financial institutions require customers to activate their card for online shopping, and they may set a daily limit. After validating all payment information’s and an error message is received after a second attempt, or contact your financial institution for further assistance.
WHEN WILL MY CARD BE CHARGED?
If you pay by cred/debit card, once the transaction is completed online, your card will be charged automatically upon validation of the order.
WHEN WILL MY ORDER BE DISPATCHED?
After placing an order you will receive confirmation via e-mail. Goods will be packaged and dispatched within 24 hours (Mon-Fri only). All stock and prices are subject to availability.
In the unlikely event an item is out of stock after placing your order we will inform you as soon as possible to offer an alternative item to the same value or provide a full refund.
I WOULD LIKE TO CANCEL MY ORDER?
If you would like to cancel the order, then get in touch with us immediately. We will only be able to cancel the order if it has not been dispatched. Once the order has been dispatched you will need to return the item after it has been delivered. Please note, you have 14 days from receipt of your order to notify us if you wish to return it.
I WOULD LIKE TO CHANGE MY ORDER?
Once the order has been placed we are unable to change the item or the address. If you would like to change the item or the address, you will need to cancel the order and re-order.
WHAT ARE THE DELIVERY OPTIONS?
Please find below an overview of the shipping options and times. All deliveries require a signature; if no one is available to accept the delivery of the order the courier company will leave a card at the address. From this card you will have the option to arrange for an alternative delivery date or be given additional information about the collection of your order from the courier company.
- Standard Delivery: 3 to 5 working days
- Express Delivery: 1 to 2 working days
Please note that orders for Express Delivery need to be placed by 3pm GMT in order for them to be delivered within the 1 to 2 working days timeframe.
Depending on your location, our delivery partner may attempt to deliver your order on Saturdays, no deliveries are made on public holidays. Our delivery partner cannot process your order on public holidays, so these days do not count as working days.
Due to increased demand during peak seasons and factors beyond our control there may be occasional longer delivery times, in such cases we will inform you of any such situation.
WHAT IS THE COST OF DELIVERY?
For all orders of £50 and above, delivery will be free of charge.
For all other orders below £50, the delivery cost will be £4.
If Express Delivery is selected at checkout, the delivery cost will be £8.50.
WHO DO YOU USE FOR DELIVERIES?
Most orders are delivered by Royal Mail however this may change according to size of the order.
DO I NEED TO SIGN FOR MY ORDER?
Yes, all of our order require a signature upon delivery.
CAN YOU DELIVER TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Yes, you can ship to a different address. When you are in the checkout process you will be invited to enter and select the billing and shipping address.
WHAT IF MY PARCEL DOES NOT ARRIVE?
In such a case please contact our Customer Service team by clicking on “Contact Us” at the bottom of the page.
WHAT DO I DO IF I MISSED THE DELIVERY OF MY ORDER?
All deliveries require a signature; if no one is available to accept the delivery of the order the courier company will leave a card at the address. From this card you will have the option to arrange for an alternative delivery date or be given additional information about the collection of your order from the courier company.
MY ORDER HAS BEEN SENT BACK BY THE COURIER COMPANY, WHAT DO I DO?
If the order has been at the delivery depot, awaiting collection, for more than 18 days then the courier company will send it back to us. In this case, we will issue a refund once we receive the returned order. We will also deduct the original delivery charges from the refund.
CAN I CHANGE THE DELIVERY ADDRESS AFTER DISPATCH?
We are unable to redirect orders once they have been dispatched due to security reasons.
CAN I RETURN THE ITEM IF I’VE ORDERED THE WRONG ONE?
Yes, please get in touch with us as soon as you receive the incorrect item. Returns will only be accepted if the item has not been opened and/or used. You will be responsible for the cost of returning the goods to us. We would recommend that you return your items via registered post.
HOW DO I RETURN ITEMS?
Please get in touch with us before sending your item back to ensure the order is eligible for return. Returns should be sent to the address below, please ensure a note is enclosed stating your order number and reason for return.
Perfume Essence Returns, 58 Princes Street, Stockport, Cheshire, SK1 1RY
HOW LONG DOES IT TAKE TO GET A REFUND?
Once we have received your return and the condition is verified, you will be refunded to your original payment method. The refund should appear in your account with 3 to 5 working days.
WILL YOU REFUND THE INITIAL POSTAGE COSTS THAT I PAID?
If Express Delivery was chosen, and the item is being returned because it is no longer needed/wanted or you had ordered the incorrect product, then we will not refund the initial postage.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?
Please accept our apologies if you have received an incorrect item. We have high standards when it comes to packaging your order however mistakes, do occur from time to time. If an incorrect item is received, please contact us immediately so we can resolve the issue. We may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
WHAT SHOULD I DO IF MY ITEM IS DAMAGED?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may result in a delay of the parcel being returned. We may require further information such as pictures so we can offer the best resolution to your query.
HOW DO I REPORT A FAULT WITH MY PRODUCT?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. Please contact us immediately with details of the fault so we can resolve the issue.
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the inspections of the item. Costs of posting the item back to you will depend on the item and will be communicated to you after the inspection process has been completed.
WHY WAS MY RETURNS REQUEST CANCELLED?
We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.