FAQ's and Help
Fragrances & The Fragrance House
Are all your products genuine?
Yes, all our products come to The Fragrance House straight from the licensed distributers and 100% genuine, new and unopened. More information about The Fragrance House and our relationship can be found in our about us section
Are all your products in stock?
Yes, all products with a green tick next to them on the product page are in stock. If a product is out of stock, this product will remain on the website but be removed from sale so you can leave your email address in the “Email Me When Back In Stock” box and we will automatically send you an email when the product is back in stock
Where is my local The Fragrance House store?
We currently have 7 The Fragrance House stores across Scotland; you can find your local store by using our store finder or clicking on your local store below
How do I take advantage of special offers and free gift with purchases?
While all fragrances on The Fragrance House are at great prices, we occasionally have extra special offers and promotions on our products. All fragrances that are on special offer have an “Offer” green box next to their image to help you spot our best deals.
If a ‘gift with purchase’ is available with a product, it will have a “Free Gift” icon next to he product image and more information about the free gift on the product page. Simply add the main product to your basket and the free gift will automatically be added to your basket and you will be able to see the free item when you check out. To qualify for the free gift you must have the main product in your basket and cannot be added retrospectively.
Are prices the same online and in-store?
Yes. We aim to have the same great deals in-store and online but very occasionally they may differ. If in doubt please get in touch using the contact us
Placing an Order & Account Management
I’m having trouble placing an order, what should I do?
If you are having problems placing an order just let us know what the problem is by using our contact us page or by emailing us at
We’ll get back to you as quickly as we can
What payment methods do you accept?
We accept all major forms of credit card as well as PayPal and Google Checkout.
When do you take payment for my order?
We do not take payment for your order until it is dispatched from our warehouse. When you place your order your credit card company or bank will check all your details including if you have the available funds to pay for the order. If everything is ok the bank will place the funds on hold and will only release them to us once we have dispatched your order. You can track your order throughout the order placement process so you can see when we have received, processed and dispatched your order
Will I get an email confirmation once I place my order?
Yes, once we successfully receive your order we will email you a confirmation email to the email address you have specified when placing your order. We will also send you an email once your order has been dispatched.
How do I check out after I’ve finished shopping?
Once you’ve finished shopping, simply press the checkout button at the top right of the page to begin the checkout process
Can I cancel my order after it has been placed?
Yes, you can cancel your order if it has not yet been dispatched, however as we try to process all orders within 24 hours we would encourage you to be as quick as possible.
or fill in our contact us form with your order number if you wish to cancel your order.
If you are too late you can still of course return your order to us for a refund.
Is your website safe?
Yes, we take our customers security very seriously and secure our website using the highest level of SSL security available to keep all your details safe. We also do not store any of your payment details, not even for a nano second, as an extra safety precaution.
Can I get a VAT receipt with my order?
If you require a VAT receipt please email us at
with your order number and we will send you one back
I’ve forgotten my password, how do I access my account?
Simply use our forgotten my password feature to reset your password.
Where do you deliver?
We delivery all across the UK (including the Scottish Highlands and Islands, Channel Islands, Isle of Man and Northern Ireland) with both our Standard Delivery and Next Day delivery service.
What are your UK delivery costs and estimated delivery times?
Standard Delivery is FREE for a limted time only (*Normally £2.95)
Orders placed with our Standard Delivery service are delivered via TNT Post, orders are expected to take 3 to 5 working days for delivery.
Express Delivery costs £6.95
Orders placed with our Express Delivery service are delivered via Royal Mail Next Day Delivery and will require a signature on delivery. Orders are expected to be delivered the next working day.
Please note the order cut off time for both delivery services is 1pm, orders placed after this time will be treated for the purpose of delivery as having been placed the next working day.
More information on our delivery policies can be found in our delivery section
How long after I place my order will it be dispatched?
We aim to dispatch all orders as soon as possible after they have been placed; this process typically takes less than 24 hours. However please note the order cut off time for both delivery services is 1pm, orders placed after this time will be treated for the purpose of delivery as having been placed the next working day.
Can I track my order?
Orders placed via Express Delivery can be fully tracked from when they leave our warehouse to their delivery address. Once your order leaves our warehouse you will be sent an email containing your tracking code which you can use to track your order on the Royal Mails website using the following link
What happens if I’m not in to receive my order?
If you are not in to receive your order, the carrier will leave a calling card at your delivery address explaining how to collect your order.
What happens if I don’t receive my order?
If you don’t receive your order within the delivery estimates, please contact us at
or using our contact us form and we will investigate the status of your order
Where are orders dispatched from?
Orders are dispatched from our Distribution Centre in Livingston, near Edinburgh in central Scotland.
Who can I contact with other questions about delivery?
If you have any further questions about delivery please check our delivery section for further information, contact us at
or using our contact us form.
Refunds & Returns
How do I return an unwanted item?
Simply email us at firstname.lastname@example.org or fill in our contact us form stating your order number and the product you wish to return and we'll send you our returns policy.
What do I do if I have received the wrong product?
Although we have strict packaging and dispatch procedures, very occasionally mistakes can happen. Simply email us at email@example.com or fill in our contact us form stating your order number and the problem with your order and we'll send you our returns policy and arrange for you to receive the correct product.
What do I do if the product I receive is damaged?
We take great care in the products we sell so if a product does not reach you in perfect condition and you would like to return it just let us know. YOu can either email us at firstname.lastname@example.org or fill in our contact us form stating your order number and we'll send you our damaged goods returns policy.
How long does it take to receive a refund?
We process refunds as quickly as we can but in any case, within 30 days.
Can I return a product bought online to a store or vice-versa?
No, unfortunately products bought through The Fragrance House website must be returned to the website by contacting our Customer Services team. Products bought in stores can be returned to any store, but cannot be processed through the website.