FAQs
Good questions.
Clear answers.
Everything you need to know about ordering, delivery, returns, fragrances and PP Priority, in one easy place.
How can we help?
Ordering & Payments
Checkout, changes, offers and confirmations.
Delivery & Tracking
Postage, tracking and international orders.
Returns & Refunds
Eligibility, exclusions and return addresses.
Fragrances & Products
Formats, care and product questions.
PP Priority
Protection add-ons, claims and service help.
Still need a hand?
Speak to our customer care team.
Ordering & Payments
How do I place an order?
Choose your fragrance and preferred format, select the available options, add it to your basket and follow the checkout steps. Please check the delivery address before paying.
Can I change or cancel my order?
Contact us as soon as possible with your order number. We cannot guarantee changes or cancellations once processing or dispatch has begun.
Where can I find my order confirmation?
Please check the email address used at checkout, including your junk or spam folder. If you cannot find it, contact our team.
Which payment methods do you accept?
The payment methods available for your location are displayed securely at checkout. Availability can vary by country.
Can I combine offers or discount codes?
Discount eligibility, exclusions and whether offers can be combined are shown with each promotion or at checkout. Not all discounts can be combined.
Delivery & Tracking
How much is UK delivery?
Our published postage guide lists £4 standard delivery for UK orders below £50 and free standard delivery for orders above £50. The final available rate and any offer conditions are confirmed at checkout. View Delivery & Returns.
Do you offer next-working-day delivery?
Our postage guide describes an optional £10 next-working-day service for eligible UK orders placed before 11 am. Availability and any dispatch cut-off depend on the order and are confirmed at checkout; bank holidays and busy periods may affect delivery.
Do you ship internationally?
We dispatch to a number of international destinations, subject to local carrier restrictions and product eligibility. Available destinations and charges are confirmed at checkout.
How long will delivery take?
Delivery estimates depend on your location, the service selected and dispatch volume. Express and international deliveries may take longer during busy periods; please check the estimate shown with your order.
Why does my tracking not show an update?
Tracking can take time to update after dispatch. If it remains unchanged or your estimated delivery window has passed, get in touch.
Will I pay customs charges on an international order?
Duties, taxes or customs clearance fees may apply depending on the destination and the terms displayed at checkout. Where not already collected, these are generally the recipient's responsibility.
Returns & Refunds
What is your returns policy?
Our published Refund Policy offers returns within 30 days for our regular fragrance range, including used items. Exclusions apply; please review the policy before sending a return.
Are opened Arabian perfumes returnable?
No. The published return policy excludes Arabian fragrances after the packaging has been opened.
Do I need to pay return postage?
Normally yes. Our published refund policy states customers are responsible for return shipping, unless the applicable law or circumstances require otherwise. Eligible PP Priority customers may have a separate returns-label benefit.
Where should I send a return?
Our published return address is Perfume Parlour, Global House 2A, Spinney Hill Road, Leicester, LE5 3GG. We recommend contacting the team first with your order number and keeping proof of postage.
When will I receive a refund?
The refund process depends on receipt and assessment of the return and your payment provider's processing time. We do not promise a fixed timeframe here; contact us if you need an update.
What if an item is incorrect or faulty?
Please contact us with your order number, the item's details and clear photographs if relevant. Your UK statutory consumer rights remain unaffected.
Fragrances & Products
Are your fragrances made in the UK?
Perfume Parlour's own fragrance creations are crafted in the UK. We also sell selected third-party collections, which can have different manufacturers and countries of origin.
What is the difference between perfume oil, EDP and Extrait?
Perfume oils are typically applied directly to the skin; Eau de Parfum and Extrait are spray formats. Concentration, feel and available sizes vary by product, so check the product page before purchasing.
Will a fragrance smell exactly like another brand's perfume?
Our original impression fragrances are made to offer a familiar scent character, but they are not products of, or affiliated with, the brands referenced for comparison. Individual perception and performance can vary.
How should I store my fragrance?
Keep products tightly closed, away from direct sunlight, high temperatures and excessive humidity. Always follow the product's specific usage and safety guidance.
Can I order samples before buying a larger bottle?
Many fragrances are available in smaller sizes or sample formats. Check the options on the product page to see what's currently offered.
PP Priority & Support
What is PP Priority?
PP Priority is an optional order support and eligible returns add-on powered by Swap, offered through our basket. It helps eligible customers submit delivery-related claims. Read the full PP Priority guide.
Is PP Priority included automatically?
No. You must select the option, where offered, before placing your order. Any additional fee is shown in the basket or checkout.
How can I claim for a lost or damaged parcel with PP Priority?
If the add-on was included with your order, use the dedicated claims portal and follow Swap's instructions.
Who do I contact for general order or product questions?
Our customer care team can assist through the Contact Us page. PP Priority delivery claims go through Swap instead.