FAQs & Help

CUSTOMER SERVICES

PAYMENT AND CREDIT/DEBIT CARD

  WHAT CARDS DO YOU ACCEPT?

 We accept the following major Credit Cards via our PerfumeSource online payment:

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We accept the following major Credit Cards via Paypal:

IT'S SAFE TO ORDER ONLINE

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our web site cannot be read in the event someone else intercepts it.

CREDIT CARD SECURITY

Currently we are using Barclaycard  and  Paypal  as our payment processor. When the order is placed at our website, the customer completes their online payment  transactions securely. Online payments are secured using an industry standard technology called SSL. This makes sure that your card details can't be intercepted en route between your PC and our servers. As soon as we receive your card details, we encrypt them and pass them to the bank. We never actually store your card details anywhere. You will have an email confirmation when you finish your payment process and return to Perfumesource.co.uk .  Also you will get email notification whenever your order's status has changed.

WHEN WILL I BE CHARGED?

 When you reach the final billing page and have successfully submitted your order, we will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will be contacted by us advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

WHY IS MY CREDIT CARD REJECTED?

The payment system is separated from our online shopping cart. During checkout stage you are redirected to the Barclaycard  secure online payment gateway where your card details are checked. Your credit card could be rejected/declined due to the following:

·         Card holder name is incorrect

·         Billing address is incorrect

·         Numbers/expiration dates are incorrect

·         Issue number is incorrect

·         Not enough balance or you may have exceeded your credit limit

·         Your issued bank blocks the card from internet usage for security reasons

·         Unusual or unusually large transaction

·         The issuing banks server was down/unavailable for some reason

·         If a credit card has been used several times in one day

 BILLING ADDRESS & DELIVERY ADDRESS

When placing orders we recommend:

·         Please ensure your billing address is exactly as it appears on the statement of the card you will be using

·         Your delivery address is where you will be between 9am-5pm on weekdays

·         If the card you are using is not yours, we may ask for authorisation from the cardholder before your order is processed

·         It is highly recommended that your delivery address is the same as your billing address, which appears on the statement of the card that you are using

·         For security reasons your first and second order may be shipped to the billing address of the payment card if the delivery address is determined to be possible fraudulent or unsafe

 WHY IS MY ORDER CANCELLED?

Perfume Source Ltd.  reserves the right to cancel/void any transaction. Any customer suspected of committing a fradulent transaction will be contacted and advised for the cancellation.

PRODUCT & ORDER

I NEED MORE INFORMATION ABOUT A PRODUCT

We include as much information as possible about a product on the product page.  If you need more detailed information, please contact us quoting the product name, model/SKU number (if available).

  WILL YOU BE GETTING ANY MORE IN?

Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team can’t tell you when a product will be back in stock. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.

I SAW THIS ITEM IN AN ADVERT BUT CANNOT FIND IT ON YOUR SITE

This means that the product is temporarily out of stock or has been discontinued. Tip - We often take repeat deliveries of popular products. We would advise you to keep checking the site to see if your desired item becomes available again.

WHY ARE THE PRODUCTS SO MUCH CHEAPER

We sell products directly to the public via our website. There is no shop and there are no middlemen, so our operating costs are kept very low, and we pass some of the costs savings onto you our VALUE CUSTOMERS!

ARE THE PRODUCTS THAT YOU SELL GENUINE

Perfumesource.co.uk sells genuine branded perfumes, colognes, aftershaves, cosmetics, skin care, hair care and other beauty products at big discounts up to 70% Off. ALL the products on perfumesource.co.uk are genuine brand names,100% original no imitations,counterfeit or fake products. We sell the same name brand designer products you will find in all the big retail department stores except not at the big retail prices.

THE PRODUCT I ORDERED IS NOW REDUCED. CAN YOU REFUND ME THE DIFFERENCE?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

 CAN I CHANGE MY ORDER

If the product status is not yet in 'Dispatched' then it may be possible to amend it. Please note that we can only:

·         Change size and products options

·         Cancel items from your order or cancel your entire order

·         Change delivery details

If your order status is 'Dispatched', unfortunately it is not possible for us to:

·         Add items to your order

·         Upgrade your order postal method

You will need to return the order to us. To change your order please contact us via our website with your Order Number and include details of the amendment(s) required. Customer Service  will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.

 YOU HAVEN'T REPLIED TO MY QUERY

It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Service team within 2 working days, please Contact us stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered Perfumesource.co.uk email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

We only reply to email sent to info@perfumesource.co.uk, please make sure you send to the right address.

 TAX CHARGES

For orders made from the UK or the European Union, 20% VAT is added. VAT is a tax that you pay when you buy goods and services in the European Union (EU), including the United Kingdom. Where VAT is payable, the price shown on the website normally includes VAT.

BACKORDERED ITEMS

BACKORDERED ITEMS

Back ordered items are items which are currently not in stock but will be ordered in for you (due in 6-8 working days). Once we have received delivery of the item, your full order will then be dispatched to you immediately.

Backordered items cannot be shipped at the time an order is placed, but will ship at a later date with the order. When a backordered item is selected, we will provide you with an approximate shipping date. Please be aware that backorder dates are approximate and subject to change. If you have selected an item that is on backorder, you have the option to order it, or select an alternate size or colour if available. Please note orders will be dispatched once the backordered item is in stock. If you require some items from your order urgently, please contact us. For international orders the backordered items and non-backordered items will be shipped together.

DELIVERY

DELIVERY OPTIONS

We will ship your order on the SAME/NEXT working day of payment receipt. To process your order quickly and correctly, please provide us your full delivery address including post code/zip code, county/provice name. Please also remember to leave your contact number and email address.

·         Your order will be DISPATCHED on the same working day, provided that the order is placed before 3.00pm (Saturday, Sunday and Bank Holidays are not classed as working days).

·         All items are sent out with the chosen postal service on the next working day of payment receipt. Delivery is not possible on a Saturday, Sunday or Bank Holiday. All prices include package and postage charges.

·         If you have any urgent need please call us on: 0333 444 0559.

·         After your order has shipped: The delivery address may not be changed.

·         Some items are not available for special/next day delivery, they are specified in the products description.

UK DELIVERY

Delivery within the UK

STANDARD UK DELIVERY -  FREE ON ALL ORDERS OVER £30.00 (6- 8 WORKING DAYS FROM DISPATCH)

Standard Tracked Delivery (6-8 working days from dispatch) - £2.99 per order

Delivery is expected in 6-8 working days from the date of dispatch. Your order will be delivered by Royal Mail and your tracking number is available in the My Account section on the website. If your parcel is undelivered a card will be left for you to collect it at your local Royal Mail sortingoffice.Standard Delivery is available for UK addresses only.

Next Day Delivery - £8.99 per order

All orders are tracked, insured and have a guaranteed deliveryday.Your order will be delivered the following working day by Royal Mail. NOTE: Orders must be received by 1pm Monday - Thursday to ensure next day delivery.

Unfortunately, this service cannot be guaranteed at any other time. If you request next day delivery Friday - Sunday, on an English Bank Holiday or after 1pm it will be dispatched by next day delivery the next available working day.

You must be available at the delivery address to sign for your parcel, if you are not available to receive your parcel, a card will be left for you to collect it at your local Royal Mail sortingoffice. Standard and Next Day Deliveries are availablefor UK addresses only.

Please note that some products will not be available for next day delivery and those are stated on the individual product page. You may not be able to receive these items on the next working day even if you choose the next day delivery service. However you will receive the items on the next working day upon despatch.

International Delivery

International Delivery Guide (5-30 working days from dispatch) Delivery prices and times varies by destination.

 The United Kingdom Civil Aviation Authority (CAA) introduced strict regulations which affect the shipping of some products we sell on our website therefore, we are unable to send all goods via Airmail and this may result in longer delivery times. Products dispatched by Airmail are charged at a flat rate of £10.99 per order. For goods that we are unable to send via Airmail, these goods will be sent via land and some Country restrictions may apply. Please note that as a result of these constraints, not all products are available for delivery to all destinations and notification of this will be made during the checkout and payment process. Please note that these changes may also affect BFPO addresses. 

For delivery to Europe (including The Republic of Ireland), restricted products must be delivered by land and the expected delivery time for mainland Europe is 14-30 working days. As we are also restricted by box size, larger orders may be sent in multiple boxes and therefore you may incur additional shipping charges. However we will contact you prior to your order being dispatched to confirm whether this is the case. We would like to thank you for your understanding and continued custo

For the delivery of restricted items via land, we dispatch to the following European countries at the following cost per order:

Albania   £13.99

Armenia   £8.99

Austria    £7.99

Belgium    £7.99

Bulgaria   £9.99

Croatia   £7.99

Czech Republic   £8.99

Denmark   £9.99

Estonia   £9.99

Finland   £9.99

France   £7.99

Germany   £7.99

Hungary   £7.99

Ireland   £8.99

Italy   £7.99

Latvia   £8.99

Liechtenstein   £9.99

Lithuania   £9.99

Luxembourg   £7.99

Monaco   £8.99

Netherlands   £7.99

Norway   £9.99

Poland   £7.99

Portugal   £8.99

Romania   £8.99

Slovakia   £8.99

Slovenia   £7.99

Spain   £7.99

Sweden   £7.99

Switzerland   £8.99

Additional Countries 

We also delivers non restricted items to the following countries via Airmail at a flat rate of £10.99

Albania

Andorra

Australia

Belarus

Bosnia and Herzegovina

Canada

Georgia

Greece

Malta

Moldova

New Zealand (Aotearo)

NEXT DAY DELIVERY

You need to order before 3pm (Mon-Fri) for guaranteed next working day (Mon-Fri) delivery. We cannot guarantee delivery on Saturdays.

Please note that some products will not be available for next day delivery and those are stated on the individual product page. You may not be able to receive these items on the next working day even if you choose the next day delivery service. However you will receive the items on the next working day upon despatch.

Why is the order delayed/lost?

Always make sure you provide the correct delivery address. Orders with Royalmail Special Delivery (Next Day) always arrive on time. In experience however, there are very rare situation that it delays. We are not responsible for orders that have been delayed by the carrier over which we have no control. Please place your order earlier to avoid delay.

If after 15 working days (25 working days for overseas parcels) of despatch you still have not received the item please contact us and we will either send the replacement or refund you.

Different Delivery and Billing address?

It is highly recommended that your delivery address is the same as your billing address. Delivery will be subjected to fraud risk assessment and the order could be sent to your billing address if the risk of fraud is anticipated high.

 WHICH COURIER COMPANY DO YOU USE?

We use Royal Mail, Interlink, Yodel, DHL and  UPS for deliveries within the UK, Europe and Rest of World.

 CAN SOMEONE ELSE SIGN FOR MY DELIVERY?

Yes, anyone at the specified delivery address can sign for the goods.

 DO I HAVE TO PAY IMPORT CHARGES?

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

 DO YOU DELIVER TO MY COUNTRY?

We deliver to the following countries listed below:

For the delivery of restricted items via land, we dispatch to the following European countries at the following cost per order:

 Albania   £13.99

Armenia   £8.99

Austria    £7.99

Belgium    £7.99

Bulgaria   £9.99

Croatia   £7.99

Czech Republic   £8.99

Denmark   £9.99

Estonia   £9.99

Finland   £9.99

France   £7.99

Germany   £7.99

Hungary   £7.99

Ireland   £8.99

Italy   £7.99

Latvia   £8.99

Liechtenstein   £9.99

Lithuania   £9.99

Luxembourg   £7.99

Monaco   £8.99

Netherlands   £7.99

Norway   £9.99

Poland   £7.99

Portugal   £8.99

Romania   £8.99

Slovakia   £8.99

Slovenia   £7.99

Spain   £7.99

Sweden   £7.99

Switzerland   £8.99

Additional Countries 

We also delivers non restricted items to the following countries via Airmail at a flat rate of £10.99

Albania

Andorra

Australia

Belarus

Bosnia and Herzegovina

Canada

Georgia

Greece

Malta

Moldova

New Zealand (Aotearo)

DIFFERENT DELIVERY AND BILLING ADDRESS?

It is highly recommended that your delivery address is the same as your billing address. Delivery will be subjected to fraud risk assessment and the order could be sent to your billing address if the risk of fraud is anticipated high.

 CHOOSING A SHIPPING METHOD

You can simply choose the options available during check-out. The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please tell us any of your postage enquiries by adding your own message in the message window while you proceed with your order.

 WHY HAVE THE ORDER DELAYED/LOST?

You need to order before 3pm (Mon-Fri) for guaranteed next working day (Mon-Fri) delivery. We cannot guarantee delivery on Saturdays.

Always make sure you provide the correct delivery address. Orders with Roymail Special Delivery (Next Day) always arrive on time. In experience however there are very rare situations in which the order is delayed. We are not responsible for orders that have been delayed by the carrier over which we have no control. Please place your order earlier to avoid delay.

If after 25 working days of despatch you still have not received the item please Contact Us and we will track the item and send the replacement or refund you if lost.

 ORDER TRACKING

If you are registered with us you can always track your order status by logging into your Perfumesource.co.uk  account. The order tracking number is sent to you via email when the order has been despatched. You can also track the package via RoyalMail for special delivery.

 SOME PRODUCTS ARE NOT AVAILABLE FOR NEXT DAY DELIVERY

Please note that some products will not be available for next day delivery and those are stated on the individual product page. You may not be able to receive these items on the next working day even if you choose the next day delivery service. However you will receive the items on the next working day upon despatch.

RETURN & EXCHANGE

RETURNS

We are committed to ensuring you are completely satisfied with your purchase every time you shop with Perfumesource.co.uk . If for any reason you are not satisfied with any of the products purchased from us, simply return the item or items to us in their original condition within 14 days of receipt.

·         Refunds and exchanges are accepted within 14 days of receipt of the order, providing the product is in its original condition and unopened.  We may refuse a refund or exchange if the product has been used or opened.

·         When returning an item, providing it is in its original condition and within 14 days of receipt, a refund will be issued with the original delivery cost deducted.

·         We do not refund postage costs of items to be sent back to us for refund or exchange, unless the product is faulty.

·         To request a refund or exchange, customers must inform  us within 14 days of receipt by post or , by email (info@perfumesource.co.uk).

·         If you have informed us within 14 days of receipt by post or email, the returned goods need to be received by Perfumesource  no later than 14 days of the communication.

·         Items can be exchanged for a different size or product.

·         Postage for the first exchange is free for uk orders. The exchanged item(s) will be dispatched using standard delivery service. If an alternative delivery service is requested by the customer, this is payable by the customer, as are any further exchanges.

·         It is the sender’s responsibility to cover the cost of postage to return an item. If the return is due to an error by Perfumesource or the item is faulty, a refund of the postage cost to return the item will be issued.

·         We are not liable for any responsibility for products that are returned to us. For your own protection, we recommend that you use a delivery service that can be tracked or that insures you for the value of the goods.

·         If an item is found to be used or tampered with, you will be notified via email within 14 days of its return. You will have the option to pay for its return to you. If you do not reply or refuse to make payment for its return to you, the item will be held for 30 days and then destroyed.

Returns address:  Perfume Source Ltd, Provident House, Burrell Row, Beckenham, Kent, BR3 1AT

To return or exchange the item, complete the form in the Returns and Refunds section of the website to obtain a RMA number and return the item(s) to the address above. It may delay your refund / exchange process if you do not include this. If you no longer have your invoice/receipt, please include a note outlining the reason for the return/exchange, your name, address, order number and if requesting an exchange please include details of which product you would like.

I RECEIVED THE WRONG ITEM

If the item you received is not what you originally ordered, please Contact Us quoting your order number, your name and address, details of the product(s) and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

 FAULTY ITEM

If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days to the purchase date to return the item to us.

 HOW LONG WILL IT TAKE TO REFUND ME?

Before contacting us please take note of the timescales required to process a refund:

·         Please allow 5 working days from receipt of a return for us to process a refund. This may take longer during the Bank Holidays  Period.

·         Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address where your Order Confirmation email was sent).

·         After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This timescale is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

 WHEN WILL I RECEIVE MY REPLACEMENT?

Before contacting us please take note of the timescales required to process an exchange:

·         Please allow 3 working days from receipt of a return for us process an exchange.

Once the exchange has been processed please allow the following additional days for delivery of your replacement item:

·         UK - Up to 8 Working Days

·         European Union – between 14 - 30 Working Days

·         Rest of World - Up to 30 Working Days

 DO I HAVE TO PAY FOR RETURN POSTAGE?

If you are returning an item, or items to us for a refund or an exchange then the cost of returning the item to us is your responsibility unless the items are faulty.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

 WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?

Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.

LOYALTY DISCOUNT

LOYALTY DISCOUNT

When the total of your orders reach a certain amount, you will be upgraded to a higher grade membership and you will get a corresponding discount. This discount will apply to your next order until your total orders amount reaches the higher grade. Currently we offer 5% discount when you reach a total order amount of £1000 (inc tax) and 10% discount when you reach a total order amount of £5000 (inc tax). The customer discount is on everything except sales & special items. You can find out your current discount info in the 'Discount Group' section in MY ACCOUNT page

TECHNICAL PROBLEM

MY EMAIL ADDRESS/PASSWORD IS NOT RECOGNISED

Maybe you registered with more than one email address? It is often the case that people forget which email address they used to register with us. Remember you must use the exact email address and password combination with which you first registered in order to log back in to the site.

Maybe you have forgotten your password? If so we can send you your password to the email address you registered with us. Just fill in the box by 'Password Forgotten? Click here' on the login page. If you still can't receive the new password please Contact Us.

If these are not successful or you have other email address or password related problems please Contact Us quoting your registered email address.

 I'M HAVING TROUBLE WITH MY SHOPPING CART

The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further shopping cart problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the Perfumesource.co.uk  website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us, for an explanation of cookies click "help" on your browser's menu, or  visit www.allaboutcookies.org.

If these problems persist please Contact Us.

 I’M GETTING LOTS OF POP-UP ADS WHEN VIEWING YOUR SITE

On the Home page a popup window(image) could be present for promotion and news depends on different period. Except this PERFUMESOURCE.CO.UK does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware.

 OTHER TECHNICAL PROBLEMS

If problems persist please contact us with the following information

·         Internet Browser (e.g. Firfox 33, IE 10)

·         What URL you were trying to access (e.g. http://www.perfumesource.co.uk)

·         What time the problem occurred

·         Error message you are getting

·         Your registered email if applicable

 

Key to symbols

M – Men’s Products

Suitable for Men

W- Women’s Products

Suitable for women

U- Unsex Products

Suitable for both Men and Women

R – Restricted Delivery

This item CAN NOT be shipped Via AIRMAIL or Outside the United Kingdom

ND – Express /Next Day Deliver

This item is available for Next Working Day Delivery

Conversion Table of ML to OZ and OZ to ML www.convertunits.com

Exchange Rate link with xe.com