FAQs
Got A Question?
Q: How Do I contact you?
A: We are entirely UK based. You may contact us by sending an email to sales@thefragrancecounter.co.uk or by Facebook messenger by clicking on the link on our site.
Q: Are your products genuine?
A: All of our products are 100% genuine. All of the products on this website are supplied via the brand owner in the UK or the UK's brand representative.
Q: Do you stock all mainstream fragrance brands?
A: We select the brands we represent very carefully. Many fragrance brands in the UK have sadly lost the 'prestigious' tag in recent years and are heavily discounted and cheapened. Such products are available in supermarkets and 'High Street' discount stores. We choose not to stock the majority of such products.
Q: Do you offer a gift wrapping service?
A: Yes. Please select the 'gift wrap' service on the product page to add this to your basket. We will then carefully wrap your item in one of our luxury wrapping papers. If you would like us to include a personalised note; please get in touch via our email: sales@thefragrancecounter.co.uk please provide us with your order number and the message you would like to send and we will be more than happy to include this for you.
Q: What are the delivery costs?
A: Please see our delivery page for details. Delivery
Q: How quick will you deliver?
A: Everything you see on the website is in stock and we will process your order during working hours as soon as we receive it. We ensure that we are adequately staffed even at busy times so that we can usually deal with every order we receive within 1 hour of receiving it! You can choose how quickly you want delivery at checkout. We receive feedback from our customers on Trustpilot which rates us as excellent. Delivery is often quoted as being quick by our customers and we keep you updated with full tracking details.
Q: Do you offer a loyalty point scheme?
A: Yes, you always get 1% of the order value to use on a future purchase. Loyalty points can be redeemed at our checkout.
Q: Can I order over the phone?
A: No, unfortunately we can no longer accept telephone sales.
Q: Which form of payment do you accept?
A: We accept Visa, Mastercard, American Express and all debit cards payable through our payment provider, Braintree. We also accept Paypal, Klarna, Google Pay and Apple Pay payments.
Q: What if I ordered the wrong product?
A: You can return the product to us within 30 days (product must be in original packaging and unopened) - we will refund the price of the product, but not the delivery charge. If you received free postage, we will refund cost minus any postage fees incurred by us - please see delivery for costs. Please see our returns page for more information.
Q: Is the site safe?
A: Yes it is - We do not store payment details. These are collected by Braintree, our payment provider. Braintree is owned by Paypal and is accredited with "Level 1 PCI Compliance" the highest industry standard. All our pages are 'SSL' (Secure Sockets Layer) secured. If you look in your web browser you will see the lock symbol followed by https// which means that the website is fully secured.
Q: What is the difference between the different types of fragrance on offer?
A: Please see our Fragrance Guide.
Q: What happens if the goods arrive in unsatisfactory condition?
A: Please email sales@thefragrancecounter.co.uk with your query and we will be more than happy to assist you. Photographic evidence may be required to support a claim. Here are further details: Returns.
Q: Is there any reference to perfume on the outside packaging when goods are delivered?
A: Yes by law we have to place a flammable sticker on the outside packaging.
Q: Who is The Fragrance Counter?
A: We are a UK business based in Chorley in the North West of England. We are an established business. We also have a High Street shop and we are largely, family run. We have agencies with all of the brands we sell. That means we have permission to sell the products and have full support with merchandising and any after sales issues we encounter.
Q: How does The Fragrance Counter impact the environment?
A: With each passing day we are reminded how important and fragile our environment is. We like to think we do our utmost to act responsibly each day. We re-use packaging a lot! So boxes and packaging material used to deliver goods to us are re-used to deliver goods to you as much as possible. All cardboard that we are unable to re-use is recycled. When we have to package goods for safe transport we use it as sparingly as possible but enough to ensure a safe delivery. Our bubble wrap, when used, is made from recycled plastic. All of our staff are locally based, they all literally walk or cycle to work! The government cycle to work scheme is available to all staff. Office work is often carried out at home when possible. Our building is compact, so we are only heating a space that is used, not a huge empty warehouse. We are currently investigating the use of solar power for our building. Our property is double glazed. We will continue to ensure care for the environment is always considered when we make business decisions.
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