The Perfume Shop UK Returns: Unopened Fragrance and Click & Collect

Quick answer: An unwanted fragrance is not treated like an ordinary item you can try out and then return. The Perfume Shop’s UK help says Click & Collect orders may be returned within 90 days of collection if they remain unopened and unsprayed, with the unique returns code. Check the route and deadline for your own purchase type before returning a different kind of order.

The first question: has the fragrance been sprayed?

Check the seal, bottle and outer packaging before deciding to return a gift or an unwanted scent. The Perfume Shop requires items in the relevant change-of-mind process to remain in their original packaging and not to have been opened or sprayed. A perfume that smells different from a sample is not automatically a faulty product. For a bottle that is damaged, leaking or otherwise apparently defective, use the separate faulty-item information rather than classifying it as an ordinary unwanted fragrance.

Read The Perfume Shop’s official returns guidance alongside the details for your particular purchase.

Click & Collect is not the same as home delivery

Its official FAQ gives a specific route for Click & Collect: return an eligible unwanted item to one of its stores within 90 days from collection, and bring the unique returns code included in the collection email. If you paid for home delivery, check the online-order instructions on the returns page; do not assume the 90-day Click & Collect wording also applies to every postal return or product category. Orders uncollected at a store are subject to separate holding and automatic-refund instructions.

A broken atomiser or incorrect gift box

If you open a parcel and the spray mechanism is damaged, take clear photographs showing the problem and retain the order information. The retailer specifically asks for images when customers contact support about a faulty or damaged item. For an incorrectly supplied fragrance, its returns page directs customers to its service team. Avoid posting a leaking bottle using a route intended for ordinary fragrances without checking the handling instructions first.

Where to get help with a return

The returns page publishes customer-service contact methods for incorrect goods, damage and other return enquiries, including live chat, help@theperfumeshop.com and 0333 344 2646. Use the current page to confirm the channel before sharing order details. For an in-store faulty purchase, the retailer directs customers back to a store with the item and receipt. The right starting point depends on both the purchase channel and the actual problem.

Additional The Perfume Shop help and conditions may clarify which route applies to your order.

When a postal refund has not appeared

The retailer says a warehouse return can take up to 14 working days to be processed after it arrives, and sends an email when the refund has been made. Only then may your bank need additional time to show the payment. Check the warehouse delivery date and refund confirmation separately; a parcel marked delivered yesterday is not the same as a payment already issued. Retain your return reference until the funds appear.