Shipping policy

We Ship All Orders With Royal Mail.

To ensure a smooth delivery experience, please keep your delivery information up to date, as all orders are dispatched using Royal Mail's fully tracked service.

Once an order has been placed, it is not possible to cancel or amend the order. To ensure quick delivery, the order is processed once you have placed it. You can return the order within 14 days after receipt.

Upon dispatch, you may choose to have your order delivered to a secure location of your preference through Royal Mail. Please be aware that this option carries inherent risks, and we cannot assume responsibility for any missing or stolen items. Consequently, we are unable to offer replacements or refunds in such cases.

All orders are shipped via Royal Mail using your selected service, and the estimated delivery times provided by Royal Mail apply once your order has been dispatched by us. Our dispatch process usually takes up to 3 working days, but during peak periods or holidays, it may occasionally be longer.  Our working hours are Monday to Friday, 7:30am–2:30pm. Orders are dispatched during these times only.

For 1st Class fully tracked service, you can typically expect delivery within 2 working days from the dispatch date. If you opt for the 2nd Class fully tracked service, your order will typically be delivered within 3 working days from the day it is dispatched.

Orders eligible for Free Shipping will be sent via 2nd Class delivery, however you do have the option to upgrade to 1st Class delivery at the checkout, this is a chargeable service & normal shipping costs will apply.

Kindly note that the delivery timeframes presented by Royal Mail are purely estimations. There may be occasional delays within their systems, and regrettably, we are unable to provide compensation in such circumstances.

Please take note that we reserve the right to change courier companies without prior notice to customers if the situation requires such a change.

Tracking Information.

When placing an order with us, you acknowledge and accept the use of a fully tracked delivery service. We bear no responsibility for your parcel if it is left unattended at your property in your absence. Upon receiving your dispatch email, you will find your Royal Mail tracking information included. This allows you to monitor your order's journey from dispatch to delivery. If you anticipate not being available to receive your parcel on the expected delivery date, please arrange an alternative solution through the Royal Mail app or website.

Not Received Your Order.

In case you miss a delivery or encounter any issues, start by reviewing the provided tracking information. Royal Mail's delivery photos and GPS locator record the exact delivery location.

If, despite your efforts, you still cannot locate your order, remember that you have a 14-day window from your scheduled delivery date to report this to us. Please reach out to us via email and include your order reference number to initiate this process.

Our dedicated team will assist you in starting an investigation, which initially involves emailing you a Royal Mail declaration form to complete & submit direct to Royal Mail, please ensure to include our email address support@askparfum.co.uk so that we receive an automatic notification from Royal Mail upon the submission of your form. This will enable us to promptly fulfil our role in their investigation process. Please be aware that Royal will not process any claims unless both parties complete and submit their respective forms.

After submitting all forms to Royal Mail, a comprehensive investigation will be initiated. Once Royal Mail concludes the investigation, they will inform us of the outcome, we will then share this information with you. Please be aware that this process may take on average 30 days. Kindly refrain from reaching out to us for updates during this period, as Royal Mail does not provide us with progress reports, and consequently, we won't be able to provide additional information.

Incorrect Address Provided At Checkout.

We cannot assume responsibility for any address errors made during the order placement process. We strongly recommend reviewing your confirmation email, which will be sent to you once your order is placed. Ensure you also check your spam/junk folders before reaching out to us, as emails may occasionally be filtered there. If any errors are identified, contact us immediately so we can make the necessary corrections. Please be aware that our email communication is not monitored in real-time, and there is a possibility that your order may already be dispatched before we can process your request.

For your order to be resent, the original postage charges will still apply. We will issue an invoice for these charges, which will need to be settled before the replacement is dispatched.

If you choose not to have your order resent, we can instead process a refund for the items. Please note, however, that the original postage fee will be deducted from the refund amount, as this cost has already been paid to Royal Mail and is non-recoverable.

Failed Delivery Or Collection Of Parcel.

Royal Mail typically will make two attempts to deliver your parcel. If both delivery attempts are unsuccessful, they will keep the parcel at their local depot for 18 days. During this time, it is your responsibility to arrange either a collection from the depot or a redelivery. If you do not take action within the 18-day holding period, the parcel will be returned to us. In this case, you are responsible for contacting us at support@askparfum.co.uk to arrange payment for Royal Mail’s additional shipping costs before we can resend your parcel. Please note that we will not be able to resend your parcel until these costs have been covered.

In the event that your order remains undelivered due to packaging or label damage during transit with Royal Mail, the order will be returned to us. We can only address issues related to non-delivery once we have received the order back. No replacements or refunds will be considered until we have confirmed receipt of your order.

If Royal Mail's attempted delivery fails and no delivery card is left, our standard procedures and charges will still apply. It remains the customer's responsibility to monitor their order's tracking status until it is successfully received.

Please be aware that if you encounter any other reasons for a failed delivery not covered above, we will follow our standard return and refund policies. It is essential to communicate any delivery issues promptly, and we will work to resolve them once the returned order is in our possession.