90 Days Returns On All Online Orders

If you wish to return an item for refund or exchange details of our returns policy can be found below. If you require further help then please view the returns FAQ’s on this page or please contact us and our customer service team will be happy to help you. NB. We regret that we cannot refund the purchase of a gift card.

RMA Form

If you're posting items back to us you will need an RMA number (returns number) on the outside of your package.

To access an RMA form, please log into your account or create a new account here.

How To Return An Item

In-Store: You are now able to return products purchased via our website to your local store. Please make sure you retain all original packaging, including outer packaging, to use if returning the goods. If the goods are incorrect please return them without removing the cellophane wrapper. You will need to provide proof of purchase (E-receipt) and return to us within 90 days of the original purchase. A return can only be processed using the original payment method. Please note we cannot offer a refund or a return on an item unless you retain the item and its original packaging.

Via Post: If you receive an item that is faulty or incorrect, please notify us within 90 days. We will replace the goods or refund your payment, as appropriate. Please make sure you retain all original packaging, including outer packaging, to use if returning the goods. If the goods are incorrect please return them without removing the cellophane wrapper.  To return an item, PLEASE OBTAIN AN RMA NUMBER (returns number). To do this, click 'My Account' at the top of the page, click the relevant order number and scroll down to the Returns section of the order page. From here you can request an RMA number. You'll need to write the RMA number on the outside of the package and post it back to the address detailed in the confirmation email.  *We cannot offer a refund or a return on an item unless you retain the item and its original packaging.

Q: I have received an item that I didn’t order

Please contact our customer service team at https://www.thefragranceshop.co.uk/contactus.

Q: I have changed my mind - can I return my order?

Return of unwanted items is at our discretion and we'll only consider returns on goods that are unopened and in original condition with all tags and/or packaging.

Unless the goods are faulty or incorrect, you will be responsible for the delivery cost and ensuring that the goods arrive in perfect condition. We suggest you send them via a delivery service that requires a signature, such as recorded or special delivery. To return an item, please obtain an RMA (returns) number.

Q: I am missing an item from my order

This needs to be reported to our customer service team within 72 hours of receipt of your parcel , you must ensure that you keep all the packaging as you may be asked to return it – please contact them at https://www.thefragranceshop.co.uk/contactus.

Q: My order is damaged, what do I need to do?

This needs to be reported to our customer service team within 72 hours of receipt of your parcel , you must ensure that you keep all the packaging as you may be asked to return it – please contact them on https://www.thefragranceshop.co.uk/contactus.

Terms & Conditions

Any products which include a free gift with purchase will only be refunded if the free gift with purchase is also returned.