Shipping & Returns

• UK DELIVERY ADDRESS –SPECIAL DELIVERY - £5.50 per order
  
  • If your order is over £60 please note that the basic £1.95 service is not available.
  • With this option, all UK orders are fully tracked, fully insured up to £500 and GUARANTEED DELIVERY WITHIN 48 HOURS (MON TO FRI)
  • Your order will be delivered on the following working day by 1pm via Royal Mail.
  • Orders must be received by 3:30pm Monday - Thursday to ensure next day delivery.
  • You must be available at the delivery address to sign for your parcel or if you are not in to receive your order, a card will be left for you to collect your parcel at your local sorting office.
• TRACKED EU (outside UK) DELIVERY - £8.95  
  • Your order is not guaranteed to be delivered by a certain time but is fully tracked and fully insured up to £500.
  • The cost of postage is substantially more for us if your delivery exceeds 2kg.  We will contact you with a delivery cost and an option to proceed with the sale or not if this is the case.

Outside EU - £8.95 per order

• Please choose this option if you reside in a country outside of the EU member states.
• Your order is not guaranteed to be delivered by a certain time but is fully tracked and fully insured up to £500.
• The cost of postage is substantially more for us if your delivery exceeds 2kg.  We will contact you with a delivery cost and an option to proceed with the sale or not if this is the case.

ALL OF OUR POSTAGE CHARGES ARE BASED UPON COST TO US – WE DO NOT AIM TO MAKE A PROFIT ON POSTAGE

Returns

We very much hope that you are completely satisfied with your order and we
will try to resolve any problems that you may have. If, however, you are in
any way unhappy with your purchase we will promptly exchange the item,
issue a credit or refund you.

Terms and Conditions of return

1. Customers have the right to return their order within 28 days of
   purchase. Where the customer exercises their right to cancel an order after
   processing, only the product costs will be refunded upon receipt of
   returned goods as The Fragrance Counter does not refund postal charges.
2. All returned products will be refunded or exchanged provided they have
   not been used or damaged. Postage costs will only be refunded if goods
   received were incorrect, faulty or damaged upon receipt. Photographic
   evidence may be required to support a claim.
3. Returned items should be sent by 1st Class Parcel Post, The Fragrance
   Counter does not cover return postage costs for Special Delivery or any
   courier service.
4. Any returned items must be received within 28 days of purchase to
   qualify for a refund or replacement. Any faulty goods returned after this
   time may only receive a part refund dependant on the amount of product
   used. Any goods returned more than 6 months after purchase, whether faulty
   or not, will not be refunded or replaced and the returned goods will be
   disposed of.
5. Any items damaged during return due to insufficient packaging may only
   receive a part refund at The Fragrance Counter's discretion.
6. In the rare event of a customer receiving an incorrect item, The
   Fragrance Counter will, upon receipt of the returned incorrect item, send
   the correct item and refund the return postage. If the customer requires a
   fast replacement, The Fragrance Counter will recharge the customer, send
   the correct item and on receipt of the returned incorrect item, refund the
   customer for the cost of their 2nd order and for their return postage.
7. Orders returned 'Not Called For' by Royal Mail or our courier will be
   refunded the cost of products only. Customers will be notified and the
   order will be cancelled. If they still require the item the customer will
   need to reorder.