Customer service is incredibly important to us at The Perfume Society, and we will always try to respond as quickly as we can, however please do allow 2 working days for us to get back to you.
Our office is open from 10.00 a.m. – 5 p.m., Monday to Friday.
Call us on: 01737 222563
On occasion, we may be out at perfume launches or events, but will respond as soon as possible after our return. We are a small but dedicated team! If you get the voicemail, please leave an answerphone message, and if the question is about an order, please leave your order number or purchase email.
Contacting us by e-mail
If you would like to get in touch by e-mail, please e-mail us here.
Delivery timings
Orders are dispatched daily via a DX tracked service.
In the case of non-delivery
If you have not received your products, please contact us as soon as possible at using the form above. We will deal with your query as soon as possible.
Undeliverable packages
If we get an item returned because it was undeliverable, we will contact you via e-mail and assess how to deliver the item to you. If the item was undeliverable because of an issue in the details of the delivery address or was not collected from the collection office we reserve the right to charge additional delivery cost.
Returning an item
Our 28-day return policy means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 28 days of the date of order, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item excluding shipping costs. We are unable to exchange items that are not damaged, defective or incorrect.
In order to return an item, please send us an e-mail using the simple form above, stating name, address, e-mail, order number and reason for return. Please let us know if you would like a replacement, exchange, refund or a credit note.
Once we receive your request, if approved, we will provide you with a Returns Reference Number and instructions of how to return the item to us. We aim to complete all return requests within 5 working days.
Please note, that returns will not be accepted unless this process is followed and a valid Returns Reference is provided. This will expedite and help ensure the proper action or credit/exchange upon processing.
Please return all products 100% complete including all original boxes with a copy of your invoice and packing materials. Returns Reference approval is contingent upon, among other things, the products being 100% complete.
The customer is responsible for shipping charges for all products being shipped for return, exchange or replacement.
Products exchanged or replaced will be shipped by The Perfume Society to the customer at The Perfume Society’s expense, using the same shipping method as used originally by The Perfume Society for the initial shipment of product/merchandise.
As the customer you are responsible for all risk of loss and damage to products being shipped for return, exchange or replacement. As the customer you may opt to insure, recorded or register the return shipment in case of loss or damage.
Please use a carrier that is able to provide you with proof of delivery such as Royal Mail or courier company. This is for your protection as well as to ensure quick action on your return. Please mark the package clearly on the top left hand corner with the provided Returns Reference issued by us.
Replacements/exchanges/returns/credits will not be accepted or processed without a valid Returns Reference. A Returns Reference will only be issued within 28 days of purchase.
Returns address:
The Perfume Society
41 Holmethorpe Avenue
Redhill
Surrey
RH1 2NB
Please use the contact form at the top of the Customer Service page to let us know you are returning the box.
Damaged deliveries
Please always open with care. If damaged products are accepted from the carrier, such damage should be noted on the carrier delivery record. Please save the product, the original box and packaging. Please contact The Perfume Society immediately to arrange replacement.
Please notify The Perfume Society Customer Services of damaged products no more than seven working days of receipt. Timely receipt of this information is necessary for The Perfume Society to file a damage claim.
If you receive an item that’s damaged, e-mail us using the simple form below, explaining the problem. Please enter the order details and what damage and how you believe the product was damaged. Also indicate at that time, if you want a refund or replacement. Once we receive your email we will get back to you with the next steps to get your order fulfilled.
Complaints
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise; please let us know if you have any complaints or comments by contacting us via the form below, or call our Customer Service Line (see above) at 01737 222563.
