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?
Perfume Direct is an online retailer which means we don't have the huge overheads of having a retail store. So, good news... 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
You don't have the product I want - can you source it for me?
Yes! We will try our very hardest to source any fragrance that we do not currently stock. Just email [email protected] and we'll try to help.
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 2018.
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. If you have any queries or questions, please feel free to call or email us on [email protected]
How quickly will i receive my order?
We process and dispatch orders as quickly as possible. We deliver using:
Royal Mail Tracked 24 | 1-2 Business Days
Royal Mail Tracked 48 (Standard) | 2-4 Business Days
Royal Mail Special Delivery by 1pm | 1 Business Day
Parcel Force Express 48 | 1-2 Business Days
DPD UK | 1-2 Business Days
If your order is late, or you wish to track the progress of your delivery, please visit the Order Tracking Page.
Why hasn't my order been dispatched?
It may be that you've ordered after the cut off time for that day, so please check below:
Royal Mail | Order before 4:30pm Monday - Friday
Parcelforce | Order before 3pm Monday - Friday
DPD | Order before 3:30pm Monday - Thursday
Other reasons for delays in dispatch are:
-The product you have ordered could have gone out of stock. One of our Customer Service team will be in touch.
-Your order could have flagged up as a risk of fraud. In which case we will place the order on hold until we have investigated this further.
-Unexpected delays in our warehouse unit.
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 lost parcel claim.
You can do this either by calling 0330 900 2200 Monday to Friday, between 9am and 5pm or emailing [email protected].
We will then contact the courier who will start an investigation. This process normally takes 72 hours - as soon as the courier comes to a decision, we will be in touch with you.
Why haven't I received my tracking details?
Tracking codes are automatically included in the shipping confirmation email. Sometimes these emails are not delivered for the following reasons:
If you haven't received your tracking details on the shipping confirmation email please check your Spam/Junk folder & check the email you input into your order. If you still can't find the email please get in touch with our Customer Service team at [email protected].
How much does shipping cost?
Standard Delivery - £2.99
Royal Mail Tracked 24 - £3.99
Royal Mail Special Delivery by 1pm - £7.99 > £16.99
Parcel Force Express 48 - £5.99
DPD UK Mainland - £5.99
DPD UK Non-Mainland - £35.99
We offer free delivery on orders over £50.
The product I have ordered is out of stock, when will it be available?
We always try our best to keep stock replenished but if we are out of stock of an item you have ordered, you will be informed by our Customer Service team of the expected delivery date.
What happens if I'm not at home when my order arrives?
If delivery is attempted and you're not at home, all our shipping partners will usually try a re-delivery the next 2 business days. If they can't successfully deliver your item, it will go to a local depot for collection by the customer. If the order is not collected within 30 days it will be returned to our warehouse.
Can I change or cancel an order?
Once your order has been accepted into our warehouse we are unable to make any changes to your order. We may be able to cancel your order if you contact us within 30 minutes of receiving your order confirmation (Monday - Friday 9am - 5pm), however this cannot be guaranteed.
The best way to get in touch would be to call our Customer Service team on 0330 900 2200 Monday to Friday, between 9am and 5pm. Due to the fast action required, we do not recommend using email to do this.
Once again, we are unable to guarantee any requests to cancel an order.
Can I purchase a Gift Card?
Yes, we offer digital gift cards with a range of different £ value amounts (£10 - £200). All digital gift cards are 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:
When will I be charged for my order?
You'll be charged once your order has been accepted and payment has been captured.
How does the Pay Later by Klarna payment option work?
Please see the full details here - Klarna Information
How does the Clearpay payment option work?
Please see the full details here - Clearpay Information
Returns
For detailed information about returns please click HERE
What if I 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 protected].
My Account
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.
Do you have a loyalty/rewards program?
Yes we do! For all information on the Rewards Club please go to: www.perfumedirect.com/pages/loyalty
How do I refer a friend?
If you'd like to refer a friend we offer 'Give £5, Get £5'. So both you & your friend will receive £5 to spend at Perfume Direct. Click the link to visit the Refer a Friend page: www.perfumedirect.com/pages/referrals
