PP Priority
A little extra peace of mind for your order.
PP Priority is our optional order protection and eligible returns service, powered by Swap. If your delivery is lost, stolen or damaged in transit, you can submit your claim through a dedicated portal. Qualifying UK orders can also benefit from return-label support.
Added confidence, without the complication.
Choose PP Priority from your shopping basket before placing your order. It combines support for eligible delivery issues with returns benefits for qualifying UK orders.
Lost parcels
Dedicated claim support if an opted-in order appears to have been lost in transit, subject to verification and eligibility.
Delivery damage or theft
Report a parcel damaged during delivery, or a delivery marked received that you believe was stolen or never arrived. Swap reviews the available evidence.
Eligible UK returns
Qualifying domestic UK returns on orders with PP Priority may receive a prepaid return label through Swap, in line with the applicable return rules and exclusions.
How PP Priority works
Shop as usual
Add your chosen Perfume Parlour products to your basket.
Opt in
Select PP Priority in the cart drawer before checkout. The additional charge is shown before you complete your purchase.
Keep your details
Place your order and retain your confirmation email, order number and delivery tracking information.
Get help if needed
If an eligible delivery issue occurs, use the claims portal to submit details directly to Swap for review.
How to submit a claim
Have a delivery issue on a PP Priority order? Submit it directly to Swap using Perfume Parlour's dedicated claims portal.
What to have ready
- Your Perfume Parlour order number and the email address used at checkout.
- Delivery or tracking details, where available.
- A brief description of the issue and when it happened.
- Clear photographs of any parcel, packaging or product damage, where applicable.
- Any additional information or evidence Swap requests.
What happens next?
- Open the dedicated PP Priority claims portal.
- Enter your order details and explain the delivery issue.
- Upload the supporting information requested.
- Swap reviews the claim and may request further evidence.
- You'll be informed of the outcome. Eligible approved cases may be resolved by replacement, refund or store credit, as applicable.
Your dedicated claims portal
For a lost, stolen or transit-damaged parcel on a qualifying PP Priority order, start here. Claims are reviewed by Swap.
What about returns and other order issues?
Returns with PP Priority
Checkout+ includes eligible prepaid domestic UK return labels for customers who opt in, subject to the return service being available on their order. The existing Perfume Parlour return conditions, product exclusions and applicable consumer rights still apply. Read our Refund & Returns Policy for the latest details.
Issues handled by Perfume Parlour
Incorrect or missing products within a delivered parcel, a faulty item, product dissatisfaction and ordinary delivery delays (unless the parcel is considered lost) are generally handled through our usual customer service and returns process, not the Swap delivery claims process. Contact Perfume Parlour.
Frequently asked questions
Is PP Priority compulsory?
No. It's an optional add-on that you can choose in your basket before completing checkout.
How much does PP Priority cost?
The applicable fee is displayed with the option in your cart/checkout before you pay. There is no separate charge just to open a claim.
Is PP Priority insurance?
No. PP Priority is a delivery support, claims investigation and eligible returns service powered by Swap; it isn't an insurance policy.
Does PP Priority guarantee a refund, replacement or faster delivery?
No. Claims are subject to eligibility, evidence and review. PP Priority doesn't automatically change dispatch or delivery speed, and a particular resolution cannot be guaranteed.
My order is marked delivered, but I can't find it. What should I do?
First check the delivery location, safe place and with anyone at your address who may have accepted it. If your order had PP Priority and it is still missing, submit a claim with your delivery details. Swap may review proof of delivery or other evidence.
What if my parcel arrived damaged?
Keep the items and packaging, take clear photos of both the outside and the contents, and submit the details through the PP Priority portal if the damage happened in transit.
What if I didn't select PP Priority?
The PP Priority claims benefit won't apply retrospectively. You can still contact Perfume Parlour about an order issue, and your usual return rights and statutory consumer rights remain unaffected.
Who should I contact if I have a question about my order rather than a claim?
For dispatch updates, product questions, incorrect items and general order assistance, please use Perfume Parlour Customer Support.
PP Priority is powered by Swap. The service is optional and subject to the terms and eligibility applicable to your order. Swap reviews relevant delivery claims. Return arrangements and exclusions depend on the order, location and product. Nothing on this page affects your statutory consumer rights. This page is a customer-friendly overview, not a guarantee of compensation.