null

Frequently Asked Questions

 

 

 

 

 

 

 

 

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?

Awaiting Fulfillment - Your order has been placed successfully and payment has been confirmed.

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 makes 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, American Express. We also accept Paypal, Apple Pay and Klarna.

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.

STILL HAVE ANY QUESTIONS?

  customer@fragrancerich.co.uk

Fragrance Rich uses cookies to optimise site functionality and enhance your experience. By continuing we’ll assume that you understand this. Learn more
Accept