Frequently Asked Questions

 

 

 

 

 

 

 

 

How can we help you?

Fragrance Rich

Who is fragrance rich?

Fragrance Rich is a London, United Kingdom-based online fragrance and beauty shop that predominantly sells designer fragrances for both men and women. Read more about us

Do you sell genuine products?

Yes, all products available for purchase from Fragrance Rich are original and genuine products.

Do you manufacture all the products on this site?

No. All copyrights, trademarks, and other property, including but not limited to intellectual property rights, belong to the manufacturers of the product, i.e., the brands, unless otherwise stated. Trademarks, trade names, and service marks used or displayed on this website are the registered and unregistered trademarks, trade names, and service marks of their respective owners.

Do you sell beauty products?

Yes, we have beauty products for women and grooming products for men, and we plan to increase our offering of these products soon.

Online Account

How do i create an account ?

To sign up for a Fragrance Rich online account, please visit our Register page.

How can i change my online details?

Please note: you can update your address, email and contact number through your online account.

If you need to change the name on your account, please contact our Customer Services.

I have forgotten my password?

You can request a new password by clicking on ‘Forgot Your Password?’ on the Sign in page.

If you can’t remember the email address you registered with, or if you have problems signing in to your account, please contact Customer Services.

Orders

What does my order status mean?

Order Processing - Your order has been placed successfully and payment has been confirmed.

Warehouse Processing - Your order has been sent to the warehouse.

Ready to Dispatch - Your order is awaiting dispatch to courier.

Awaiting Payment - Your order has been placed successfully and payment is being confirmed.

Shipped - Your order has been dispatched and is on it's way to you.

Cancelled - Your order has been cancelled.

Refunded - A refund has been issued.

Can i make changes to my order?

we are unable to change or add items to an existing order. You will need to place a new order for any additional pieces.

Can i cancel my order?

You can cancel your order at any time before your order has been dispatched. Should you wish to cancel your order, please contact our Customer Services.

can i checkout as guest ?

You can use the guest checkout to complete your order. Having an account helps to speed up the order process, you can view your order history; save your personal and as edit your wish list items.

why has fragrance rich cancelled my order?

We take pride in every order that we receive. If something is not quite right, we may have to cancel your order with immediate effect. We will always automatically issue you with a full refund. If you need further assistance, please contact Customer Services .

When will i be charged?

We take payment at the point that your order is placed.

Payments

which payment methods do you accept?

We accept all major debit and credit cards: Visa, MasterCard, and American Express. We also accept Paypal, Apple Pay, Klarna, Clearpay, and Zip.

why might my payment be declined?

Payments may be declined at the point of purchase or after placing an order. If your order has been declined at Checkout when placing an order, it may be due to insufficient funds or a block placed by your bank. In these instances, contact your card provider for further information about this transaction.

If your order has not cleared our security check, we may decline payment for secure purchasing. For assistance with declined payments, please contact Customer Services .

 

Payments

How do i create an account ?

To sign up for a Fragrance Rich online account, please visit our Register page.

How can i change my online details?

Please note: you can update your address, email and contact number through your online account.

If you need to change the name on your account, please contact our Customer Service team.

I have forgotten my password?

You can request a new password by clicking on ‘Forgot Your Password?’ on the Sign in page.

If you can’t remember the email address you registered with, or if you have problems signing in to your account, please contact our Customer Service team.

what currency can i pay in ?

Depending on your location, the currency you pay in will automatically be set. This can be changed manually to one of the available currencies we offer for payment.

How do i purchase a fragrance rich e-gift card/certificate?

You can purchase a Fragrance Rich E-Gift Card/Certificate online. Gift Cards that are purchased online have a maximum amount of £125. These will be dispatched electronically. If you would like to purchase a Fragrance Rich E-Gift Card/Certificate with a higher value, please contact Customer Services .

How do i use a fragrance rich e-gift card/certificate?

  1. You need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402.
  2. Browse the store and add items to your bag as you normally would.
  3. Click the 'View Cart' link to view the contents of your shopping cart.
  4. Type your gift certificate code in to the 'Redeem Gift Certificate' box and click 'Go'.

when does my fragrance rich e-gift card/certificate? expire?

E-Gift Cards/Certificates are automatically deactivated after 12 months of non-use. To reactivate the remaining balance on your Gift Card after this date, please contact Customer Services.

Delivery

who will deliver my order?

UK orders will be delivered by Royal Mail, and international orders to EU will be delivered by different couriers. You will be notified of the courier once your order has been dispatched.

How can i track my order?

When your order is dispatched, we will send you a confirmation email. You can follow your order’s journey by using the tracking number on the the website of the courier. The link will be provided in the email.

I have only received part of my order?

Occasionally, we may send an order in separate deliveries so that item(s) are received as quickly as possible. You will receive a confirmation email when any remaining items are sent out for delivery.

Returns

How do i book a return?

To book a return, sign into your account and select ‘Orders' & 'Return items’ to start the process. If you don’t have an account with us please contact Customer Services.

what should i do if i have received the wrong item?

While we do take care when packing your parcel, on a rare occasion we may send the wrong item(s) by mistake. If you have received the wrong item(s), please contact Customer Services to resolve the issue.

what should i do if i have received a faulty damaged item?

If you believe that you have received faulty or damaged item(s), contact Customer Services with your order number and images of the item so we can assist you further.

when will i receive my refund?

Once we have received and processed your return, we will refund you via the original payment method. Refunds can take up to seven days and in some cases longer to reach your account after your return has been processed.

Perfumes

DOES PERFUME EXPIRE?

Perfume and aftershave do have a shelf life. However, the chemical content of the perfume determines how long it lasts. Perfumes typically have a shelf life of one to ten years, but they don't have an expiration date.

How to store my perfume?

Opt for a location that isn't under direct sunlight. Perfume bottles can be damaged by sunlight. Stay away from moist environments. Perfume's quality can be seriously harmed by high levels of humidity. Possibly a dresser drawer?

Places to Spray Perfume?

There are many places to spray perfume. Here are a few tips: neck, clothes, wrists, and yes, even behind your ears.

parfum vs eau de parfum Vs eau de toilette  

An eau de parfum has a stronger scent than an eau de toilette because the concentration of oils in an eau de parfum is higher than in an eau de toilette. The amount of perfume concentration combined with alcohol makes the sole difference between a parfum, an eau de parfum, and an eau de toilette.

what perfume does ariana grande wear?

We do not know the exact answer to this, but we believe she is either wearing one of her own perfumes, Cloud, or God is a woman fragrances for her. Others say she wears Neroli Portofino Acqua by Tom Ford or Flowerbomb by Viktor & Rolf.

what perfume does Kate middleton wear?

This is reported by Marie Claire to be her most favourite: Orange Blossom by Jo Malone.

what perfume does Meghan Markle?

This is reported by harpers bazaar to be: Jo Malone London Wild Bluebell

what perfume does beyonce wear?

While Beyonce has her own collection of fragrances for women, one of her favourite go-to perfumes is reported to be Emporio Armani Diamonds by Giorgio Armani.

STILL HAVE ANY QUESTIONS?

  customer@fragrancerich.co.uk