Delivery and Returns
We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order (e.g. Standard Delivery, First Class, or Click & Collect and so on). Delivery will be made to the Shipping address specified in your order and delivered via a third party courier company. We currently use ROYAL MAIL for most delivery’s where possible.
We will endeavour to dispatch all Products comprised in your order at the same time albeit on some occasions in multiple packages. Where it is not possible to dispatch all Products comprised in your order at the same time you will be notified. We cannot deliver items within the same order to multiple addresses.
We aim to despatch your items within 1-3 working days of you ordering them. If we are unable to do this for some reason, we will endeavour to notify you of any delays. During extremely busy periods, or sale periods this time may be extended due to the amount of orders being processed.
All the delivery timescales apply from the point an item has been dispatched and you have received your dispatch email confirmation, not the point at which you placed your order.
Deliveries are made Monday to Saturday. We cannot always guarantee delivery within our normal timescales to rural areas or if we are experiencing severe weather conditions.
STANDARD POSTAGE – Available to UK addresses. Delivery aim within 3 working days of despatch.
FIRST CLASS POSTAGE – Available to UK addresses. Delivery aim within 1-2 working days of despatch.
ROYAL MAIL SIGNED FOR – SIGNATURE REQUIRED UPON DELIVERY. Available to UK addresses. Delivery aim within 1-3 working days of despatch.
SPECIAL DELIVERY – GUARANTEED BY 1PM, NEXT WORKING DAY. SIGNATURE REQUIRED UPON DELIVERY. Orders placed before 12:00pm Monday to Friday will be despatched on the same day and delivered the Next day by 1:00pm. Orders placed after 12:00pm will be despatched the next working day and guaranteed by 1pm the following working day.
INTERNATIONAL DELIVERY – Where possible a tracked and signed for option will be used. Usually ROYAL MAIL will be used to despatch the item and delivery timescales will vary from country to country. Please refer to ROYAL MAIL’S delivery time scales for international orders based on your country. This can be found here https://www.royalmail.com/personal/international-delivery/country-guides
Although our different delivery options have an intended delivery timescale, these are indicative of the timescales ROYAL MAIL aims to deliver in and are not guaranteed timescales (unless the Special Delivery service is selected).
Where Royal Mail has failed to deliver an item in the intended timeframes, they reserve the right to deliver the item for up to an additional timeframe, as per their terms and conditions. Until this time has lapsed ROYAL MAIL deem the item as progressing through their network and do not classify it as missing. Once this timeframe has lapsed, they accept their failure to deliver the item and a missing item query may be logged with us and a refund or replacement request initiated. The timeframes are as follows:
STANDARD POSTAGE: 10 working days after the due date
FIRST CLASS POSTAGE:10 working days after the due date
ROYAL MAIL SIGNED FOR: 10 working days after the due date
SPECIAL DELIVERY: 5 working days after the due date and time
INTERNATIONAL DELIVERY: 20 working days after the due date for items in Europe & 25 working days after due date for rest of world
To initiate a refund or replacement request please email email@example.com or contact us via the contact form on our website. Please remember to include the following information in your enquiry: name, email address, order number, and brief summary of your enquiry. Please also state clearly whether you would like a refund, an exchange or a replacement
Where order notes have been provided or special delivery instructions provided, we do not guarantee that our third party shipping partners will comply with requests and will not be liable if such requests are not fulfilled by third party shipping partners. Therefore, it is at our discretion if these requests are printed onto shipping labels and we do not guarantee that this information will be passed on to third party delivery providers. Where applicable, if there is a customs charge to accept delivery of an order, you accept liability for this.
CLICK & COLLECT – If you choose to collect your order from a store using Click & Collect, the available stores for collection will be listed when you select this delivery option. You will be notified by email when your order is ready for collection, please note that you will be unable to collect your order earlier than the date or time notified. You must bring your order number, and the order summary with you. You may be asked to produce proof of ID to verify your identity or and/or details of the method used to make payment for the order. To protect you against fraud, we reserve the right to refuse to give you your order unless you provide these documents on collection if requested.
If someone else is collecting the Products for you, they must bring your order number and their photo ID. It is your responsibility or that of the person collecting for you to ensure all your ordered items are present when collecting the items. You may be asked to sign to confirm your collection and once you have left the store we are not liable to accept any claims that orders are incomplete or items missing.
Whilst we make every effort to have your order ready for collection at the date and or time notified, we will not be liable if we fail to do so in part or in full for circumstances beyond our control. Your order will be available for collection at your chosen store for at least 10 working days, after which time we reserve the right to contact you to discuss delivery or refund options with you.
ONCE THE ITEMS ARE WITH YOU
Once delivered, the Products ordered will become your responsibility and, we will not accept any liability for their loss, damage or destruction after they have been delivered. Exemptions to this are products that are damaged or faulty when delivered or have been incorrectly delivered. Please refer to our Returns Policy Below in the event you wish you return an item.
When you purchase from us, we do our best to deliver the items to you in accordance with our product descriptions, our terms of sale and that your order is delivered to you correctly and in perfect condition.
Sometimes mistakes can happen, and we can’t guarantee that we’ll get it 100% right, 100% of the time, especially as we rely on carefully selected third parties to deliver our complete service to you, e.g. Royal Mail & the various brands that manufacture the products we sell. Similarly, you can’t guarantee to us that you’ll want to keep 100% of what you buy from us, 100% of the time. What we can do, is promise that we’ll do our best to put it right if there is an error with your order, and that we have options available to you if you do decide to change your mind about a product that you’ve purchased from us.
IF WE MAKE A MISTAKE OR THERE IS AN ERROR ON OUR PART WITH YOUR ITEM/ORDER
Please notify us as soon as possible. This must be within 14 days of purchase or receipt of the items. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Proof of purchase must also be provided. Our policy lasts 14 days. If 14 days have gone by since your purchase or receipt of your item, unfortunately we can’t offer you a refund or exchange.
Please note, as per our terms of sale once delivered, generally the products ordered will become your responsibility and, we will not accept any liability for their loss, damage or destruction after they have been delivered. Exemptions to this are products that are damaged or faulty when delivered or have been incorrectly delivered.
Where the outer delivery packaging is not intact, or seals of outer packaging have been broken it is your responsibility to refuse delivery of such items. When you refuse delivery of an item, the courier will usually return it to us as undeliverable and arranging your refund/replacement will be straightforward. Once you have accepted delivery of an item, we will assume you did so based on the packaging and outer seals being intact & we are not liable to accept claims for missing or damaged items in transit if the cause is deemed to be damaged packaging during transit, if you did not refuse delivery of such an item.
In some cases, at our discretion we may resolve enquiries where outer packaging is damaged out of goodwill, so if you did accept the delivery and there is an issue with damaged packaging, we advise that you do not discard any packaging or product before you have spoken to us. Discarding information, packaging or products may affect any refund or replacement that you may be entitled to.
IF YOUR PRODUCT IS UNWANTED OR YOU’VE CHANGED YOUR MIND
We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, in its original condition & packaging, and the return is made within 14 days of purchase or receipt.
ITEMS EXEMPT FROM RETURNS & REFUNDS
Several types of goods are exempt from being returned. Perishable goods such as chocolates, flowers, or personalised items such as hampers as per our terms and conditions of sale.
This does not affect your statutory rights & faulty items or items damaged due to error on our part can still be returned as per our returns policy outlined above ‘if we make a mistake or there is an error with your item/order’.
Items that have been reduced in price due to a declared fault with them may not be returned due to that declared fault as this was accepted at point of sale and the reduce price set to account for this. This does not affect your statutory rights in general.
Only regular priced items may be refunded. Unfortunately, we are not liable to refund an item purchased in a sale. An exchange or credit note will be offered, and a refund may be offered at our discretion.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, they will need to initiate a return.
INITIATING A RETURN
To initiate a return please contact us on the contact form on our website or email firstname.lastname@example.org.
Please remember to include the following information in your enquiry: name, email address, order number, and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.
SENDING YOUR ITEMS BACK
Our Returns address is: THE PERFUME CLOSET LTD. F.A.O. RETURNS DEPT. Unit 6, Sitara Mall, 387-389 Stratford Rd, Birmingham, B11 4JZ.
You may choose to return your product to your nearest store for an exchange or a refund. This must be arranged before hand via a return initiated through an email to us or via the contact form on our website. This is because if an exchange is required, we will need to ensure stock is available at that store as certain lines may not available in all stores and products may go out of stock at busy times.
Furthermore, if a refund is required, due to security reasons this will be refunded back to the payment method used to pay for the products and staff in store may not be able to process this for you or be able to offer cash refunds. This refund request can only be processed via email/contact forms, and thus all orders purchased online but returned to store must be pre-agreed. Refunds will only be processed once the item is received back.
We are unable to process your refund, exchange or replacement until we receive the products in question back. Please ensure that all items being returned are complete, unopened and resaleable with original packaging, and are securely sent.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. As stated in our terms and conditions of sale, If you receive a refund, the cost of return shipping will be deducted from your refund. The only exception to this is if you are returning an item due to an error on our part or that of the manufacturer or one of our delivery partners.
You should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item, as this depends on the delivery service you choose to use. You are liable for the item until it reaches us as per our terms and conditions of sale.
HOW REFUNDS ARE PROCESSED
Once your return is received and inspected, we will contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the product is returned, either to store or by mail, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.
Only partial refunds may be offered if an item is not in its original condition, is damaged or missing parts not due to our error.
If you your return is in line with our returns policies and is approved, then your refund will be processed within 14 days, and a credit will automatically be applied to your credit or debit card or original method of payment. Clearing time can vary from bank to bank, but usually appear within 14 days of the refund being processed.
If you haven’t received a refund within the timeframes we have advised you, please first check your bank account again. Then contact your credit/debit card company or bank, it may take some time before your refund is officially posted. 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 email@example.com or via the contact form on our website.