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.

Gift Vouchers and Credit

The Fragrance Direct Gift Voucher can be used to buy any item sold bywww.fragrancedirect.com. Our normal terms and conditions, together with the terms and conditions below, apply to the purchase of your gift voucher. You can email it to family and friends, or print it out to give to them personally.

The voucher is available in £25, £50, £75, £100 and £250 denominations. Gift Vouchers are issued via email using an electronic voucher code which can then be redeemed in the Checkout onwww.fragrancedirect.com.

Once your order has been processed and we have taken payment, you will be emailed the electronic Gift Voucher code to the email address where your order confirmation email is also sent. You will not receive anything in the post for Gift Vouchers that you order. Once you have received the electronic Gift Voucher code you can then forward this email to the gift recipient, or you can print out the voucher and give it to them. Gift Vouchers are valid for 12 months from the date of purchase.

Gift Vouchers can be used to purchase any product onwww.fragrancedirect.com. Select the item(s) you wish to order and add them to your basket. To apply your Gift Voucher, enter the electronic voucher code you received in the ‘Discount Code’ box and click the ‘Add’ button. This will then apply the voucher to your order. Then proceed to the Checkout as normal.

You can only use one voucher per order and change can be given in account credit if the full value of the voucher is not used in the order. Gift Vouchers are valid for 12 months from the date of purchase so make sure you remember to redeem your Gift Voucher in time. Gift Vouchers are valued and issued in GBP Pounds. You cannot use your Gift Voucher in conjunction with any other discount code.

For orders which are refunded, the refund will be issued via the same payment method as used to pay for the order. Therefore if you have paid, or part-paid, for an order using a Fragrance Direct Gift Voucher any refund will be issued in Gift Vouchers to the same value.

We can only reissue gift vouchers which have not been redeemed. For the avoidance of doubt, the original gift voucher will be void if we issue a replacement. The original expiry date will still apply.

The risk of loss and title for a Gift Voucher shall pass to the purchaser upon our electronic transmission of the Gift Voucher to the purchaser or designated recipient, whichever is applicable. We are not responsible if any Gift Voucher is lost, stolen, destroyed or used without your permission

We have the right to close customer accounts and take payment from alternative forms of payment if a fraudulently obtained Gift Voucher is redeemed and/or used to make purchases onwww.fragrancedirect.com.

Gift Vouchers cannot be returned or refunded, except in accordance with your statutory rights. The value of the gift voucher cannot be converted back to cash.Any credit will be valid for 6 months from the date of issue and will expire on the anniversary of the date of issue.

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 selected products. Products found in 3 for 2 offers, Brand Sale Events, On Sale, Special Offers, and Outlet will also be excluded.

Promotional Voucher Codes will also not be redeemable against the following brands and products: Selected Billie Eilish, Creed, Marc Jacobs Decadence, milk_shake and Mancera Paris.

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. If you have not received your order after the time periods outlined, please contact us straight away and we will do all we can to help. Any non receipt claims need to be made within 30 days of our stated maximum delivery time frame.

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. Please ensure you do not dispose of any damaged items, their product or outer packaging, as we will require photographic evidence to support any claims for damages.

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.

Fragrance Direct (FD) Rewards

1. These terms and conditions apply to your participation in FD Rewards (the “Points Programme”), which enables you to earn and spend points on purchases on the Fragrance Direct.com website (the “Website”).

2. Upon placing an order and/or registering for an account on the Website, you shall be automatically enrolled into FD Rewards, and you agree to be bound by the terms and conditions set out below. If you have any questions about FD Rewards or these terms and conditions, please contact our Customer Services Team by sending a message from your account.

3. FD Rewards launched on 24th October 2024. Reward Points will be automatically collected from this date.

MEMBERSHIP

1. Membership of FD Rewards is free of charge and is available to all non-trade customers of our Website aged 18 years and over. Customers who place an order and/or register for an account on the Website are automatically enrolled into FD Rewards.

2. We may refuse membership to FD Rewards if we feel there is a good reason to do so. Membership of FD Rewards is restricted to individual account holders, and therefore, you may not share or transfer your points to a third party, including a friend or family member.

EARNING POINTS

1. There are three tiers of earning points. FD Rewards members will earn 3 points for every £1 that is spent on qualifying purchases on the Website. If your purchases are made in another currency, then you will earn points on the equivalent Sterling amount, which we will automatically convert at our daily exchange rate.

2. Points are awarded on the final amount that you actually pay on the Website (including any sales tax but excluding gift wrapping and shipping charges) and after any relevant discounts or promotions have been deducted.

3. Points will usually be credited to your account 24 hours after your order is dispatched. We may withhold or delay crediting points to your account where we reasonably suspect fraudulent activity or a breach of these terms and conditions.

4. We may, from time to time, exclude certain products from FD Rewards at our sole discretion, but if we do so then we will clearly state such exclusion on our Website.

5. From time to time, we may run special promotions and award additional points. For example, we may increase the number of points that you receive for every £1 GBP you spend or award bonus points when you purchase a particular product.

6. We may set a limit on how many promotional points can be awarded to any one account.

7. If you have earned points on a product which you later decide to return, then the relevant points will be deducted from your account when the products have been received by Fragrance Direct, and your payment has been refunded. This may result in a negative points balance.

8. We may deduct points or adjust your points balance in the event that points have been credited or debited in error or where we reasonably suspect fraudulent activity or a breach of these terms and conditions. In the event a system error causes an incorrect points balance to be displayed, we will use reasonable endeavours to correct this as soon as is reasonably practicable. Where it is demonstrable that a system error causes an incorrect points balance to be displayed, Fragrance Direct is under no obligation to honour the incorrect points balance.

9. Queries about your points balance should be referred to our customer services team by sending a message from your account.

10. Please note that your FD Rewards points will expire 380 days after the date they were earned.

SPENDING YOUR POINTS

1. Points may only be redeemed on website purchases and cannot be exchanged for cash or gifts.

2. Our usual Terms and Conditions governing the purchase of products from our Website also apply to the purchase of products from our Website using your points.

3. The redemption value of points is 1 point = £0.01 GBP. We reserve the right to vary this right at any time at our sole discretion. If we do decide to vary this rate, then we will endeavour to inform you in advance.

4. Points can be spent in increments of 500 (£5/£10/£15)

5. From time to time, we exclude certain products from the Points Programme at our sole discretion, but if we do, then we will clearly state such exclusion on our Website.

6. Any FD Rewards points converted into credit that have not been used expire 365 days after redemption.

UNDERSTANDING YOUR TIER

To join the silver tier you must have an Fragrance Direct account.

To join the gold tier you must have an Fragrance Direct account and earn a minimum of 300 points.

To join the platinum tier you must have an Fragrance Direct account and earn a minimum of 800 points.

Your FD Rewards Tier will be valid for 380 days from the date you entered that Tier. After 380 days the points you earnt will expire. If, over the 380 day period you have not earnt the same qualifying number of points to remain in that Tier, you will be dropped down a Tier(s).

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.