Orders and Return

RETURNING AN UNWANTED ITEM

If you’re not satisfied with your order or have simply changed your mind, you can return any unopened products to us. As long as the item is still in its original condition, we accept returns, subject to the terms below.

Please return your item within 90 days of receiving and we will offer you a full refund to your original payment method, at the price you paid for the product. Please note we will not refund any postage you may have paid on the original order.

You can return items to us FREE of charge in the UK using Royal Mail Post Office, just follow the link below. You will need to enter your order number, name, address and email address. Please retain your proof of postage.

Please CLICK HERE for full details on using the Royal Mail Post Office system. If you encounter any difficulties using the Royal Mail Post Office system please do not hesitate to contact us.

If you do not have a printer you can still create a returns label using the link above. The label will be emailed to you and will contain a QR Code. When you take your item to the Post Office, you can show them the QR Code on the email using a phone or tablet. The QR Code can be scanned and a returns label will be printed for you.

RETURNING A FAULTY ITEM

If you receive any items which are faulty or damaged or an incorrect item, please contact Customer Service via the email address or telephone number below within 90 days of receiving your order. Make sure you do not dispose of any broken items as we will require photographic evidence to support any claims for damages. Once this has been provided, we will offer a full refund or replacement.

ENGRAVED PRODUCTS

Engraved products cannot be returned unless they are faulty or damaged.

To contact our Customer Service team please email [email protected] or call 01625 443143 9.00am to 7.00pm Monday to Friday and 10.00am to 4.00pm Saturday.

DELIVERY WITHIN THE UK

*Please note only one promotional code can be used per order.

Orders being shipped via Standard Delivery and Express Tracked will be delivered by Royal Mail. Your tracking number will be available in the My Account section on the website. Please note there are no deliveries on Bank Holidays and orders will be delivered the next working day.

If you are not available to receive your order, your delivery will be left in a safe place or a card will be left allowing you to collect your parcel from your local Royal Mail sorting office.

SHIPPING METHODCOSTORDER BEFORETIME FRAME
Standard Delivery£1.99Monday – Sunday

3-5 working days from date of dispatch

Express Delivery£2.99Monday – Sunday

1-2 working days from date of dispatch

Premium DPD Delivery£5.99Monday – Sunday1-2 working days from date of dispatch
Royal Mail Local Collect£1.99Monday – Sunday2-4 working days from date of dispatch
Next Day Delivery£3.996pm Monday – Sunday

Next Day from date of dispatch

Next Day Guaranteed Delivery Before 4pm£6.992pm Monday – Thursday

Next Day from date of dispatch

CLICK HERE for more information on our Local Collect service. Orders must be placed by 2pm Monday-Thursday to ensure delivery within 2-4 days. Currently this service is available for registered Fragrance Direct customers only.

Please note: we no longer offer the Collect+ service. Any customers who have used this service in the past should check that their delivery address is not a Collect+ location.