Terms & Conditions

General

By registering and accepting Fragrance Direct Terms and Conditions, you confirm that you are at least 16 years of age and that all information and details provided are your correct, current and complete details. You agree that you will not use the Website for criminal, fraudulent or illegal activity or in any manner which would cause harm or distress to any third party. If we suspect fraudulent account activity or behaviour, we reserve the right to suspend, restrict or terminate your access to the Website at any time without notice.

If you wish to contact us, please message us from the contact centre when logged into your account or call us at (+44) 01625443143. Our core Customer Services Team are available Monday to Friday, 8.30 am to 5 pm GMT; Saturday and Sunday, 10 am to 4 pm GMT; and Bank Holidays, 10 am to 2 pm. Whilst every effort is made to deal with all enquiries within 24 hours during the working week, we operate an email system, so all emails will be dealt with in the order received.

Any complaints should be made by messaging us from the contact centre. Where possible, we try to acknowledge complaints immediately, but all complaints will be acknowledged within 7 working days. The customer will be informed of all progress.

Offers and Promotions

Occasionally, we may offer promotional Voucher Codes for discounts, prize draws or free gifts. Please be aware that certain Vouchers may be applied automatically during checkout according to the basket criteria you have fulfilled. Voucher Codes remain valid for the duration stated in our promotional materials, at the sole discretion of fragrancedirect.co.uk and may be discontinued at any time without prior notice. Customers may only redeem one Voucher Code or a single promotional gift per order. All Voucher Codes that provide a % discount will have a spending limit of £500. All Voucher codes can only be used once per customer.

Promotional Voucher Codes will not be redeemable against promoted products unless otherwise stated. Specifically, products in 3 for 2 offers, Brand Sale Events, On Sale, Special Offers, and Outlet will be excluded.

Promotional Voucher Codes will also not be redeemable against the following brands: Selected Billie Eilish, Creed and Decléor.

Please Note: Any offer code for free next-day delivery (UK only) will only work if you select the next-day delivery service at checkout.

Free Gifts

Free gifts are only available during specific promotional periods while stocks last. It cannot be redeemed for a cash alternative; no free gift is exchangeable or refundable. Unless stated, customers cannot choose the free gift they will receive. All free gifts are subject to availability and are non-transferable. Free gift will be dispatched with the relevant items from your qualifying order. You accept the above terms and conditions by taking advantage of this offer.

Please note that free gifts cannot be sent out retrospectively. Our Free gifts have to be added to your order at checkout, before payment and completion, so that they can be dispatched with your order.

Competitions

Competitions on our social channels or website are subject to these terms and conditions. Only entries from the countries listed on our delivery page are valid; if the prize is fragrance, this is reduced to countries listed in Tracked or Next Day. Not Airmail Only countries. The prize winner will receive the photographed item or listed prize. The winner will be notified by email or their social media handles. Competitions are not sponsored, endorsed or associated with Facebook, Twitter or Instagram. The winner must respond within a month of being announced. They cannot claim the prize if they do not respond within this period. We may occasionally run competitions in conjunction with our sister company, allbeauty.

Orders, Payment and Delivery

For full delivery details, please visit our delivery page.

Due to courier limitations, some items classed as dangerous goods can only be shipped with Evri within the UK; if your order has to be changed to an Evri service, you will not incur any extra costs, and your tracking information will be emailed as usual.

For our full Returns Policy, please visit our returns policy page.

Fragrance Direct only sells 100% genuine products. We do not sell any fakes or copies.

Images are only for illustration purposes and may differ from the product received. This may be simply due to new packaging; however, colours on some items, in particular (but not limited to), cosmetic items, may vary due to limitations within the photographic process and screen variations.

All stock and prices are subject to availability. Items added to the basket may change as you checkout, so please recheck your order before submitting payment.

Please note that some manufacturers are actively trying to cut down on plastic products and are no longer using cellophane wrapping or plastic wrapping on goods. This is to make goods more environmentally friendly; therefore, not all our goods will arrive cellophane wrapped.

All prices listed in GBP(£) include VAT. Payments can also be made in Euros, Danish Krone, Norwegian Krone, Swedish Krona and USD (United States Dollars).

The price of a product shall be as stated on the website at the time you place your order except in the case of obvious error. If we discover an error in the price of a product you have ordered, we will not be liable to supply that item to you at the stated price. In this event, we will either contact you to confirm your order at the correct price or cancel your order and ensure all funds are returned.

We accept payment by credit/debit cards: Visa Debit, Visa, Mastercard, Delta, Paypal or Apple Pay. Fragrance Direct will not be liable for charges or payment processing fees associated with your chosen payment method, should they apply.

We also accept orders by telephone via our customer service team. Please note that orders made this way can only be done in GBP (Great British Pound).

At busy times orders may take 2-3 days to be dispatched. Most orders are received within 2-3 business days after dispatch. As we cannot guarantee the speed of the postal service, please allow up to: 8 business days for Tracked delivery, 12 business days for Western Europe and 20 business days for the Rest of The World.

Orders may be subject to extra security checks at our discretion. This may include confirmation of Credit/Debit card details, PayPal details, or full address details. Fragrance Direct reserves the right to request payment by an alternative method or cancel orders if this information cannot be supplied.

In some circumstances, initial postage prices quoted during the order may not be sufficient to cover actual postage costs. Should this be the case, Fragrance Direct reserves the right to request payment of the price difference in the postage costs before fulfilling and dispatching the order.

Fragrance Direct reserves the right to cancel or refuse orders at any time, restrict quantities of certain items, or deliver certain orders to the Billing Address only at the discretion of our management.

Fragrance Direct reserves the right to withdraw, restrict the use of promotional codes, and restrict the use of promotional codes in conjunction with one another.

Once an order has been placed, Fragrance Direct cannot guarantee that changes to an order can be made before the order is dispatched.

If Fragrance Direct cannot fulfil part or all of your order due to stock becoming unavailable, we will refund your payment for items we cannot supply. Fragrance Direct will not be obliged to offer additional compensation for the disappointment.

Due to restrictions on shipping certain products to destinations off the mainland United Kingdom, additional postage costs may be incurred due to the number of products that can be sent per order. Should this be the case, Fragrance Direct will contact you to advise before the order is dispatched.

Refunds will be processed via the original payment method.

Fragrance Direct reserves the right to leave any gift cards containing offensive or inappropriate language blank.

Rights of Cancellation

If you realise you have made a mistake when ordering, there is a 20-minute window where you can stop your order. Find the order in your account and select the CANCEL button to do this. Unfortunately, it is too late to stop the order if this Cancel button is unavailable.

PLEASE NOTE: If you choose to use our Guest Checkout, you will not have the option to cancel your order online.

You are entitled to cancel your order up to 14 days after the day you receive your order.

Once our fulfilment warehouse begins processing your order, we cannot stop it. However, you can return your unopened order using our original packaging for a full refund. We offer a Freepost returns service on our website for all orders returned within our UK delivery areas.

Please inform us of your intent to cancel within 14 days of receiving your order, and we will provide you with our return address so you can return the goods to us at your expense. Please note we reserve the right to await receipt of the returned goods before issuing your refund.

Upon receipt of your returned unopened order, we will automatically refund the original payment method used to place the order for you.

Faulty, Damaged, Unsatisfactory Quality or Incorrect Item Received

We strive to ensure that your product(s) arrive in perfect condition. However, there may be occasions when errors occur or items are damaged during shipping. Upon delivery, please inspect your product(s) and notify us immediately of any issues. Prompt notification helps us resolve any problems more efficiently.

If you receive products that are poor quality, incorrect, faulty, or damaged, the following applies:

Within 30 days of receiving the goods, you can opt for a full refund, including any postage paid or a replacement, subject to availability.
After 30 days and up to six months from receipt, we will primarily offer a replacement. If the replacement isn't available (e.g., due to it being out of stock), you will receive a full refund, including postage.
Beyond six months, you are responsible for demonstrating that the goods were faulty at delivery. We will assess the situation and, based on the specifics, offer a replacement, a partial, or a full refund.

Your consumer rights cover you for faulty products not as described or damaged on arrival.

To report issues, please contact us through your account or call us during office hours at +44 (0) 1625 443143.

For information on your statutory rights, visit the UK Government’s website at www.direct.gov.uk.

Clearpay

If you purchase Products from Fragrance Direct website using Clearpay, the first interest-free instalment will be taken by Clearpay when you place your order. Clearpay will take the remaining instalments in line with your contract with Clearpay.

You will enter into two separate contracts using Clearpay as a payment method. One contract will be with Fragrance Direct to purchase the products, which will be formed when Fragrance Direct sends you the Shipment Confirmation email.

The other contract will be with the payment provider (Clearpay), which will be on their own terms and conditions for their respective payment services. Fragrance Direct has no control over your contract with Clearpay. You must be over 18 and have a UK residential and billing address to use Clearpay.

Further information on Clearpay can be found here.

Security

Fragrance Direct website is secured by a secure sockets layer (SSL), ensuring all user information is encrypted before being sent across the internet. All card payments are processed using Adyen's secure electronic payment solutions. Following GDPR, we may pass your personal data to third parties who are authorised data processors or service providers (i.e. Adyen, Royal Mail). Data processors or service providers will not share your personal information with any other organisation without our approval. They will also hold the data securely and retain it for the period we instruct.

VAT and Sales Taxes

Don't worry; sales taxes and import VAT on orders dispatched to the European Union are all pre-paid by us via the postal service. You can shop confidently at Fragrance Direct, knowing that the price you see is the price you pay.

Please note: We have no control over taxes and fees on orders sent outside the EU. Please contact your local customs office for details of any possible charges before placing your order.

VIP Membership Terms and Conditions

These terms and conditions (“Terms”) apply to the purchase by you of a VIP Membership subscription online in the UK on www.fragrancedirect.co.uk (“Website”). By purchasing the VIP Membership or otherwise using its benefits you agree to be bound by these Terms.

1. VIP Membership is an annual membership subscription plan that provides the following benefits to members (subject to any deductions as set out in these Terms) (“Benefits”):
Discount – you will be given an automated discount of 10% except any excluded products (see Membership section of the Website for full details)
1.1 Email news and updates on the latest products and exclusive offers;
1.2 Free UK Next Day Delivery online orders, subject to the delivery cut offs and restrictions set out on our Website.

2. A contract for VIP Membership subscription will be formed on the date of your purchase of the VIP Membership plan.

3. Limits and exclusions
3.1 VIP Membership is only available for online purchases in the United Kingdom by individuals (not businesses) that are 18 years or older.
3.2 VIP Membership is not available for reselling or purchase in bulk.
3.3 You must have an email address and have access to a computer to be eligible to purchase or use VIP Membership as these are the methods by which you will receive the Benefits and by which we will communicate to you, unless you and we agree otherwise. It is your responsibility to ensure that your details are correct and any failure to do so could mean that you do not receive the Benefits or miss important information.
3.4 VIP Membership discount cannot be used in conjunction with any other promotional offer.
3.5 VIP Membership is not transferrable and cannot be exchanged for cash alternatives.

4. Charges and payment – you will be charged an annual subscription fee for VIP Membership. The initial annual subscription fee will be the amount you paid upon purchase. You will then be charged a further subscription fee on each annual renewal at the then current rate for subscriptions (“Renewal Subscription Fee”) which will be notified in advance of renewal by email to the email address you have stipulated on your Fragrance Direct account. We will take the Renewal Subscription Fee from the payment method you used for the Initial Subscription Fee if available or such other payment details you specify in your Fragrance Direct account. If we are unable to take the Renewal Subscription Fee we may at our discretion terminate some or all of the Benefits with immediate effect.

5. Membership Duration – VIP Membership is an annual subscription that renews automatically on the anniversary of the first of the events to occur above in condition 1, provided that we have been able to take the Renewal Subscription Fee. We will notify you in advance of renewal using the email address you provided to us and will automatically take payment of the Renewal Subscription Fee on the anniversary date. If you do not wish to renew your VIP Membership, you should contact Customer Services at least 90 days’ prior to the renewal date. We may at our discretion suspend or terminate your VIP Membership at any time upon written notice but this will not effect any Voucher unless the reason for termination was a breach by you of these Terms including without limitation any eligibility requirements.

6. Statutory right to cancel. You have the right to cancel within 14 days to receive a full refund if you haven’t used any of the Benefits. If you have used any Benefits, then we will keep what is necessary to cover the cost of the portion of the subscription service provided. Any refund will therefore be reduced by the value of the Benefit you have used. If the value of the Benefit is higher than the VIP Membership fee, we will be unable to refund you. This does not affect your statutory rights.

7. Personal data – we will use the personal data you provide to us for the purposes of administering your VIP Membership including for managing your account and sending your newsletters and offers of products and services we have on offer. For full details of how we process your personal data please see the Privacy Policy on the Website.

8. We may vary the terms of the VIP Membership plan and these Terms at any time but we will notify you in advance by email and/or posting an update on the Website.

9. If you have any queries or comments about VIP Membership or these Terms please contact our Customer Services team on the Website.