What are your Official Details
Official correspondence should be sent you our Registered Address:
Fragrance House LTD
115B Warwick Street
Our Company Number is GB07353134
I cannot find what I am looking for
All of the products that we stock are listed on the website, if you cannot find a particular item use the search box or check that you are spelling the name correctly.
If you still cannot find the item you are looking for then please speak to one of our advisors who may be able to help with your query. Call us on +44(0)1684 437374 or email firstname.lastname@example.org
Can I cancel my order?
Yes, but as we do try to process orders for same-day dispatch you will need to be quick. If you are too late, and your order has already been dispatched you can of course return it to us for a refund. Find out more about returns.
Contact our customer services team email@example.com for more information or call +44(0)1684 437374
What payment methods do you accept?
We accept payment by all major credit and debit cards. Visa, Mastercard, Switch, Maestro, Solo and Delta. You may also choose to pay by Paypal. In addition we offer a number of Buy Now Pay Later options
If you prefer not to give out your details online, we can also take orders via the phone – call +44(0)1684 437374.
How do I return an item?
All our products are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 so you can shop with us with complete peace of mind. This does not affect your statutory rights. Find out how to return a product.
I have received a faulty or damaged item - what should I do?
If you have received a faulty item please contact our customer services team via email firstname.lastname@example.org by phone on +44(0)1684 43734 and they will inform you of the returns procedure for faulty items and issue a Returns Number. When contacting them please make sure you have the following information ready:
Your Order Number
Product Code/Product Name
Details of the fault
Whether you wish a refund or replacement
I have received an incorrect item - what should I do?
If you have received an incorrect item please contact our customer services team via email email@example.com or by phone on +44(0)1684 437374 and they will inform you of the returns procedure for incorrect items and issue a Returns Number. When contacting them please make sure you have the following information ready:
Your Order Number
Product Code/Product Name
Details of the item received
You must not open or use the wrong item as this will void its return.
Part of my order is missing, what should I do?
If you have received your order and part of the order is missing, please see whether the order states that part of it was out of stock and will be dispatched later.
If this is not stated on the invoice and your item is not in your parcel, it may be that an error occurred during processing, in this case please contact our customer services team via email firstname.lastname@example.org or via phone on +44(0)1684 437374.
The item I ordered shows out of stock how long will it take to be dispatched?
This depends on the item the ordered. Different brands have different suppliers with different delivery times. Please contact our customer services team via email email@example.com or via phone on +44(0)1684 437374 for an estimated date.
What do I do if I have not received my order?
If the expected delivery time from the date of dispatch of your order has passed see estimated delivery times for each delivery option please contact our customer services team via email firstname.lastname@example.org or via phone on +44(0)1684 437374 who will start the investigation.
What courier companies do you use?
Depending on your order, the most suitable courier company will be chosen. This will depend on the weight, size and value of your order. In the UK we use primarily use Royal Mail. For international deliveries it will depend on the chosen country and delivery method.
Do you ship to P.O box addresses?
Yes we do ship to P.O box addresses but a signature is always taken for receipt.
Do you deliver to my country?
We deliver to many places including the UK, Europe, North America, and other selected international destinations. If you cannot see your country listed on the basket page please check with us to see whether we could deliver to you.
Please note that fragrances and pressurised sprays cannot be sent by any air service and therefore their sale is limited to the UK and selected European Desitinations
Contact our customer services team via email email@example.com or via phone on +44(0)1684 437374
Do I have to pay customs and import charges?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
We are a UK based company operating inside the EU, therefore all order placed for delivery inside the EU and Customs Union will not be subject to Customs charges.
However for orders being delivered to non-EU countries we have no control over these charges, and due to the customs policies and import duties varying from country to country, we cannot tell you what the cost would be. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.