Customer Service

If you have a question about our website, placing an order, products, stores, or just about anything, have a good browse through our FAQs for the answer.

Delivery

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What are your delivery charges?

Our delivery cost are:

See the site https://www.theperfumeshop.com/delivery-information. Use only UK Standard Delivery, UK Next Day Delivery & International Delivery

How will my order be delivery?

We use Royal Mail to deliver packages to our customers. All our delivery are recorded and require a signature when you receive your goods. The signature will be taken by the Royal Mail postal person. We try our best to get your order dispatched for Next Day, however delivery time can take up to 2-5 working days inside the UK.

Is there a Next Day delivery service?

Yes. We provide a Next Day Delivery service on order placed before 12 noon. You can select the ‘Next Day Delivery’ service at checkout

Can I send my orders abroad?

Yes. We provide delivery service to a number of European countries including France, Germany, Italy, Netherlands & Spain.

For European orders, we use DPD courier service and it can take up to 10 working days for you to receive your order.

For European orders, the name & delivery address must be the same as the name & address of the credit/debit card holder.

Can I change the delivery option after I placed my order?

Depending on the value of your order, we maybe able to change the delivery option. if you call our customer service helpline on 01708 747 412 we will be able to inform you if this is possible.

Order Assistance

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I’m having problems placing an order. What should I do?

If you are having any problems placing your order on our website, please email us on sales@planetperfume.co.uk or call us on 01708 747 412.

I want to make some changes to my order. How can you help?

Once an order is placed, unfortunately it cannot be changed online. We can however amend your order if you call our customer service helpline on 01708 747 412.

I’ve seen it cheaper elsewhere. Can you match the price?

As a registered UK based company we pay Corporation Tax as well as VAT on our products we sell . We are aware that there are number of online companies who do not operate from the UK so are able to sell their products cheaper as they are VAT exempt. Unfortunately for this reason we cannot price match with these online operators.

We do however do our best to be as competitive as we can to ensure our customers get the best value when shopping with us. For this reason we will price match if you find it cheaper on the following websites.

Boots, Superdrug, The Perfume Shop, The Fragrance Shop, Debenhams, UK supermarkets including ASDA, Tesco & Morrison’s.

To get a price difference please call our customer service helpline on 01708 747 412.

I want to cancel my order. What do I do?

To cancel your order please email us on sales@planetperfume.co.uk or call us on 01708 747 412.

On the email, you need to include your order reference number and briefly explain why you would like to cancel the order.

Please note, if we receive your cancellation request after your order has been dispatched, we will need to receive the items back before the cancel request can be processed.  In these circumstances, we will not be able to refund you for any delivery charges you’ve incurred.

I want an update on my order. Who do I contact?

For any order updates, please email us on sales@planetperfume.co.uk or call us on 01708 747 412.

I have not received my order. Who do I do?

If you have not received your order within five working days of you placing it, please email us on sales@planetperfume.co.uk or call us on 01708 747 412.

Payment

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How do I pay for my order?

We use PayPal to process all orders. We currently accept the following payment methods

Faults & Returns

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Can I return any unwanted item(s)?

Yes you can. Simply send any unwanted item(s) back to our store with a brief explanation as to why you are retuning it and include your name, address, phone number and order number.

Our return address is:

Planet Perfume
8 – 9 Brewery Walk
Romford
Essex, RM1 1BG

We will process all refunds within 7 business days of receipt. Please send only via Royal Mail Recorded Delivery as it includes a Delivery Confirmation. We cannot be responsible for packages that has been lost or damaged.

Please note, we will not be able to refund you for any delivery charges you’ve incurred as a result of you sending the item(s) back to us.

Unfortunately, for reasons of hygiene, we cannot replace/refund for goods if the seals have been broken or the product has been used, unless they are faulty.

What do I do if I received wrong item(s)?

Planet Perfume is an Authorised Brand Retailer for a huge range of fragrances. We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible.

If we’ve made an error with your order, we sincerely apologise.  Please email us on sales@planetperfume.co.uk or call us on 01708 747 412.

 

I received a faulty / damaged fragrance. What do I do ?

Planet Perfume is an Authorised Brand Retailer for a huge range of fragrances. We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible.

If you’ve received a faulty or damaged product, please email us on sales@planetperfume.co.uk or call us on 01708 747 412 and we will resolve this issue for you.

Product Information

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Are your products genuine?

Planet Perfume is an Authorised Brand Retailer for a huge range of fragrances. All our products are 100% Genuine and Legitimate which are fully boxed and unused.

What are Unboxed products?

Unboxed lines are products that had their box damaged during transit from the supplier to our warehouse and for this reason they are sold as unboxed.

We guarantee that our unboxed lines are all 100% ORIGINAL, FRESH & have NEVER EVER been opened, or used in any shop and have no defects on the bottle.

What are Tester products?

Testers are meant for people to try the fragrance out before they buy it. Stores cannot sell tester fragrances directly to customers, so quite often, stores have too many testers so they sell them to 3rd party wholesalers or overstock/online stores.

There is no difference in the juice between a tester bottle and a real bottle. The reason why tester bottles are cheaper is because tester bottles usually come without a cap. Also, testers come in a plain white box without any of the art or graphics.

We guarantee that our Tester lines are all 100% ORIGINAL, FRESH & have NEVER EVER been opened, or used in any shop and have no defects on the bottle.

VAT Information

All prices shown on our website include VAT

Website Security

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Do you store my personal details?

Planet Perfume is committed to respecting your privacy. In general, you can visit our website without revealing any information about yourself.

To process your order, we require your name, billing address, phone number, email address and credit card information. We use this information to process your order and, if any questions should arise, to contact you about your order. If we need to contact you, we will contact you via email first. If unsuccessful (or time is critical), we will try to contact you by phone.

Any information provided by you will be used for Planet Perfume purposes only. However, we may need to provide your name and delivery address to third parties that are involved in the process of your order for example, the courier that delivers your order (Royal Mail & DPD).

Your information will not be shared with individual or other companies (such as direct mail organizations or other third parties).

All our payment processing is carried out by PayPal who are a respected and secure online payment gateway.

We do not store credit card details nor do we share financial details with any 3rd parties.

Is your website secure?

At Planet Perfume we want your personal details to be as secured as possible and the security of your personal detail is at the core of our business.

We are very proud of the security measures we have taken in order to protect your information and transactions. That is why we use PayPal to process your order. Any sensitive information you send to us, from your computer to our servers is encrypted in transit using the Secure Sockets Layer (SSL) protocol. We use the highest commercially available encryption key length of 128-bits and our website is HHTPs:// – Hypertext Transfer Protocol Secure is an extension of the Hypertext Transfer Protocol (HTTP). It is used for secure communication over a computer network, and is widely used on the Internet.

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