Shipping policy

DELIVERY INFORMATION

Presently Fragrance and Glamour ONLY ship to the UK – any orders placed outside England, Scotland, Wales & Northern Island will be subject to a refund charge.

We ship all orders through:

  • Royal Mail standard – EVRY 2-4 working days (orders over £45)
  • Royal Mail tracked 48 – EVRY
  • 48 service DPD.

Royal Mail express shipping EVRY and DPD will keep you up to date via email with the tracking number.

We will provide you with the tracking information for your order, which includes detailed updates on the parcel's status and the expected delivery time and date.

Please ensure you are at the delivery address when your local postal courier arrives. If you are unavailable at the time of delivery, the courier may leave the parcel in a designated safe place, which will then be classified as "delivered."

All orders placed after 14:00 pm Monday – Friday will be dispatched the next working day.

Due to the nature of our product and current postal restrictions your order may have to be split into two or more parcels.

These prices are fixed regardless of how much you order, which means shipping two or three bottles costs the same as shipping one bottle.

How long will it take for my package to arrive?

For Royal Mail UK standard deliveries and EVRY your order should arrive within 2 – 3 working days, although we ask that you allow 15 days for delivery. Royal Mail – EVRY and DPD stipulates a waiting period of 15 working days from the day the parcel was dispatched before considering it lost or missing. It is important to note that Fragrance and Glamour and Royal Mail  – EVRY and DPD does not process refunds before the completion of this waiting period. If your order does not arrive within 15 working days in the event of a lost/wrongfully delivered parcel, we will only be able resend the order. Please allow 15 days for delivery before contacting customer services via our contact form.

If your order has not been received within 15 days, we encourage you to check in and contact us within 30 days of placing your order. Regrettably, after the 30-day period, we are unable to resend the order.

  • Delivery Terms and Responsibility

For all orders shipped via DPD, EVRI, and Royal Mail customers have the option to change the delivery date and time using the tracking information provided. This allows you to reschedule delivery to a time when you will be available to receive your parcel.

If no changes are made to the delivery schedule, it is assumed that you will be available at the delivery time specified by the courier. In the event that no one is home, the courier may leave the parcel at your door or in a designated safe place.

Please note that once the parcel is marked as "delivered" by the courier, Fragrance and Glamour cannot be held responsible for any lost or missing parcels. It is the customer’s responsibility to ensure they are available for delivery or to reschedule as needed using the tracking options provided.

We recommend checking the tracking details regularly and making use of the rescheduling options to avoid any delivery issues.

Orders dispatched via Royal Mail 48 are expected to be delivered within 2 days from the dispatch date. If you do not receive your parcel within this timeframe, you may request a refund for the difference between Standard Delivery (£3.99) and Express Delivery (£4.99), which amounts to £1.

If you no longer want your order that you received due to a delay, you may return it to our premises. Upon receiving the returned item, we will issue a refund for the product price only. Please note that we do not refund return delivery fees.

In the event that your order is confirmed as missing or damaged by the delivery company, we will resend the order to the address provided in your original order.

Fragrance and Glamour does not issue refunds for lost, missing, or damaged items.  In such cases, a replacement order will be dispatched to the original delivery address.

In the case of delays, we are required to allow the courier up to 14 days to complete the delivery before a replacement can be arranged.

*Please note that in the event of Royal Mail Strikes/Non-working times, National bank holidays and adverse weather conditions, we cannot guarantee delivery times and we cannot refund any orders that have already been despatched/ordered, until they arrive with you.

We are sorry but we are unable to accept responsibility for any delay in delivery.

 

Failed delivery

  • Incorrect Details or Failed Delivery:

If an order is placed with incorrect or incomplete address details, or if the parcel is not received and subsequently returned to our facility as a result of these details, a fee of £10 will be applied. This fee is intended to cover the additional delivery and packaging costs incurred. Should the customer request a refund, this amount will be deducted from the total refund.

    • Lost Order Due to Incorrect Address:

    If an order is lost due to an incorrect address provided by the customer and is not returned to our premises, the customer will be required to cover the full price of the original order.

    • Redelivery Process:

    Should a customer wish to receive the order again due to the missing/lost order, the full price of the products plus shipping cost and packing cost must be paid to facilitate the redelivery process.

    • Refund Process:

    In the event that an order arrives at our premises and the customer opts for a refund, a processing fee will be applied. This fee includes £10 to cover packaging and shipping costs, with the remaining balance promptly refunded to the customer’s account.

     

    Returns / changed your mind? – 30-day money back guarantee

    Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    If you return an item due to a mistake you have made or you are not happy with the smell and you want to exchange it for another item, you will be charged £5.00 for the extra delivery costs.

    We are very confident that you will be delighted with your purchase, but we also realise that purchasing fragrance from a website, without having tried it first, can be quite a gamble. Therefore, if the item you purchased is delivered and fails to meet your expectations, you are given the opportunity to return it within a 30-day period. During this time, you can choose to either receive a full refund or exchange the item.

    The delivery cost is non-refundable, as it is a separate service charge that the customer bears.

    The cost of returning the product to us will not be refunded.

    In the event that a customer wishes to exchange a product that does not align with their expectations, any associated shipping expenses for the return and subsequent delivery cost of the replacement item will be the responsibility of the customer. Fragrance and Glamour acknowledges the importance of clear communication and is committed to providing a seamless exchange process.

    Shipping costs incurred during the initial purchase or any subsequent reshipping will not be included in the refund.

    If we have tried to deliver your parcel and you will reject/refused to receive the order, it will be return to our premises so if you would like it to be redelivered there will be an extra Postage charge applied of £5, if you wanted a refund instead of resending we will need to cancel out £5 for packaging and postage charges and refund the remaining amount.

    If a customer wishes to reship an order that has been returned and exchange the products for different ones due to the initial order not meeting their expectations, Fragrance and Glamour will apply a (£5 for UK mainland and £5.99 for Northern Ireland, Highlands, Scotland, Isle of Man and Channel Islands) delivery charge for the second shipment, even if the new order exceeds £45. Please note that free shipping on orders over £45 applies only to the first order.

    In the rare instance that you unintentionally submit the same order twice, we kindly request your prompt attention to the following resolution procedure:

    Contact Customer Service: Should you discover that a duplicate order has been placed in error, please reach out to our dedicated Customer Service team at your earliest convenience. They are available to assist you in efficiently canceling the duplicate order.

    Additional Fees: It is important to be aware that extra fees may be applicable to mistaken orders. These charges will be clearly communicated, diligently accounted for, and reflected in the final refund process.

    Responsibility for Shipping Costs: Customers are responsible for the shipping costs associated with returning any mistaken orders placed by them to our facilities. Fragrance and Glamour cannot assume responsibility for covering any shipping costs incurred due to mistaken orders placed by the customer.

    Banking Charges: Please be advised that additional fees may be applicable due to charges incurred by Fragrance and Glamour through customers’ banking options. These charges will be transparently communicated and included in the final transaction details.

    Timely Communication: In the event that swift communication is not established to cancel the duplicate order, please be advised that a refund will only apply upon the return of the products to our premises.

    Fragrance and Glamour will not refund or accept returns, in any case, any 2ml or 5ml perfume samples. Any 2ml or 5ml perfume samples are not part of any offer

    Simply email us at fragranceandglamour@hotmail.com with ‘I’ve changed my mind’ in the subject line.

    Please include your order number in the email. Once you have emailed us, send back the item to the address below within 30 days of having received your order.

    The cost of returning the product to us will not be refunded. Please mark your order number clearly on the back of the package that you send back to us.

    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at fragranceandglamour@hotmail.com

    Return address
    Customer Returns – I’ve changed my mind

    Fragrance and Glamour

    127 The Royal Arcade, Lord Street, Southport, PR8 1PU, UK

    (Please mark your order number clearly on the back of the package that you send us)

    Faulty Goods

    All Fragrance and Glamour products go through a rigorous quality checking process as part of the service we offer to you. Therefore it’s very unlikely you will receive faulty goods from us, but in the unlikely event that this happens we will be happy to refund or exchange the product as you see fit, once the fault has been verified. The cost of returning the product by Royal Mail second class recorded delivery will be refunded. Simply contact us within 72 hours of the item being received by using our contact form with ‘Faulty’ in the subject line and include details about the fault. Please include your order number in the email. Once you have emailed us, send back the item to the address below. Please mark your order number clearly on the back of the package that you send back to us.

    Fragrance and Glamour will not refund or resend any faulty products after a period of 30 days from the day the order is received.

    Return address
    Fragrance and Glamour

    127 The Royal Arcade, Lord Street, Southport, PR8 1PU, UK

    (Please mark your order number clearly on the back of the package that you send us)

    Signatures are recommended when returning goods

    You will be responsible for any returned goods until they reach us, so please ensure you obtain proof of postage. In the unlikely event of a lost parcel you will be responsible for claiming from your delivery company – so we recommend sending the parcel using a recorded service.

    Refunds

    Once your item has been returned, and we find everything is as expected (whether the item is faulty or sent back to us as part of the 30-Day Money Back Guarantee), we will credit the full purchase price of the product back to the card you used to make the purchase. The shipping cost you paid to receive the product will not be refunded. If the item is faulty, we will also credit the cost of returning the product to us by Royal Mail second class recorded delivery.

    If you have any further questions that have not been answered here then please don’t hesitate to contact us.

    More details on all these subjects are included in our Terms and Conditions so please ensure you read them before placing an order.

    If an item has been sent back as (faulty/damaged/incorrect by us) we will check it thoroughly and refund back the postal money you have incurred by sending it back to us, including offering a full refund or a replacement at no extra cost to you the buyer. However if the item was found to be not (faulty/damaged/incorrect by us) or you have changed your mind will not cover the cost of sending it back to us. In certain circumstances, a small fee may be charged of an amount sufficient to cover actual losses that directly result from your cancellation, if a service has been provided or we’ve sourced your item for you.

    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    If you return an item from an order initially totalling over £45, which qualified for free delivery, and the return reduces the total order value below £45, the standard delivery charge will be applied. In this case, Fragrance and Glamour will deduct the delivery cost from the refund amount issued for the returned item.

    If you purchase multiple perfumes as part of a discounted bundle or promotional offer (e.g. 2, 3, or more items at a reduced rate) and later decide to return one or more items from that bundle, the refund will be adjusted accordingly.

    Refunds for returned items will be calculated based on the original individual product price, not the discounted bundle rate. This means that if the discount is no longer applicable due to the return, the remaining items in your order will be charged at their standard individual price, and your refund will reflect that adjustment.

    This policy ensures that bundle and promotional pricing remains fair for all customers and is only applied when the full qualifying purchase is retained.

    The 3x100ml for £75 - 5x50ml for £90 - 3x5ml for £10 and buy 3 reed diffusers for £25 offers are available exclusively through the designated offer page and cannot be applied from individual product pages. If three 100ml or 50ml or 5ml fragrances or reed diffusers are added manually outside of the bundle page, standard pricing will apply, resulting in a higher total. In this case, any price difference will not be refunded if you choose to apply the bundle offer after placing your order.

    Refunds for the 3x100ml £75 - - 5x50ml for £90 - 3x5ml for £10 and buy 3 reed diffusers for £25 bundle offers are available only if all items in the bundle are returned to our premises in their original condition.

    Returns Policy

    Please check deliveries and the products received as soon as it arrives as any problems need to be reported within 72 hours of the item being received. Additionally, please note that any faulty product reported after 72 hours of receipt is not eligible for a refund or replacement. All items can be returned at the customer’s cost within 30 days of the delivery date. Shipping costs are not refunded. Orders returned after this date or in a different condition to how the item was sent are subject to restocking fees.