FAQ's
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.
Products
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 support@perfumedirect.com and we'll try to help.
Orders
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 support@perfumedirect.com
How quickly will i receive my order?
We process and dispatch orders as quickly as possible. We deliver using:
- Royal Mail Tracked 24
- Royal Mail Tracked 48
- Royal Mail Special Delivery by 1pm
- Parcel Force Express 48
- Evri Two Day Tracked
- DPD Next Day
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?
If you order after 4:30pm for 24hr services & 7pm for 48hr services on a Friday, your order will not be dispatched until the following Monday (this can change in busy periods).
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.
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 claim for the order not being received. You can do this either by calling 0330 900 2200 Monday to Friday, between 9am and 5pm or emailing support@perfumedirect.com.
We will then contact the courier who will investigate. This process normally takes 72 hours and as soon as they let us know the outcome of the investigation we will be in touch.
Why haven't I received my tracking details?
Tracking codes are automatically added to the dispatch confirmation email. Sometimes these emails are not delivered for the following reasons:
- Email has gone to Spam/Junk
- An incorrect email address has been input
- Order Management System error
If you haven't received your tracking details on the dispatch 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 support@perfumedirect.com.
How much is postage and packaging?
We offer free delivery on all orders over £50. If you would like details on our postage prices please see details in the delivery section.
The product I have ordered is out of stock, when will it be available?
We always do our upmost to keep our stocks replenished, but if we are out of stock of your item you will be informed by our Customer Service team of the expected delivery date.
What happens if I am not in when my order arrives?
If you are not in when our carrier attempts delivery, they will post an information card through your letterbox with the relevant details.
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?
You can purchase a digital gift card which is 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.
Payment
What payment methods do you accept?
We accept many different types of payment. These include:
- Visa and MasterCard (including pre-paid cards)
- Maestro
- American Express
- PayPal
- Gift Card
- Pay Later with Klarna
- Clearpay
- Laybuy
- Super Payments
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
How does the Laybuy payment option work?
Please see the full details here - Laybuy 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 support@perfumedirect.com.
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 program?
Yes we do! For all information on the VIPefume Club please go to: www.perfumedirect.com/pages/loyalty
