ONLINE ORDERS

I’m having trouble placing an order can you help?

For technical assistance please email us on info@thefragrancelab.com

Is it possible to get my product gift wrapped?

We do offer a gift wrap service on our orders.

Can I change what I have ordered?

Once an order is placed, unfortunately it cannot be amended online.
We can cancel your order so that you can correct it, please email info@thefragrancelab.com.

Please note, these requests will be answered during our opening hours.

I forgot to use my promotion code - can I add it?

They cannot unfortunately be added on after the order process has been completed.

Do you offer a price match service?

Unfortunately, we do not offer a price matching service.

As a reputable retailer we do our utmost to remain as competitive as we can on the market to ensure our customers get the best value from shopping with us.

Can I amend the delivery option for my order?

As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.

How do I cancel my order?

To cancel an order please send an email to info@thefragrancelab.com. Please include your order reference number in the title of the email.

Please briefly indicate why you would like to cancel the order.

Once your order cancellation email is received we will cancel your order and send you a confirmation email of this.

Please note, if the cancellation request isn't sent before the item is despatched then we may not be able to refund you for delivery charges.

Where do you deliver to?

Currently we only offer delivery within the UK.

How do I find out what's happening with my delivery?

If you have not yet had a despatch confirmation email please contact customer via e-mail at info@thefragrancelab.com.

I didn't get an invoice in my parcel?

We've gone paperless, please use your email for confirmation of your order details.

I haven't received my order yet?

At this busy time of the year sometimes it can take a little longer for our couriers to get your order to you. Please wait for 7 days before contacting us.

PAYMENT

What methods of payment do you accept?

We accept the following methods of payment issued in the UK.

Can I redeem my gift voucher/gift card online?

Yes, all our gift vouchers can be used online.

The Fragrance Lab Gift Vouchers/Cards

Our gift cards, vouchers and eGift Cards are redeemable online.

Delivery

Who do you use for delivery?

We use Royal Mail Tracked for our Standard Delivery service and Royal Mail signed for Tracked for our Next Day Delivery Service. In some circumstances we may need to send your order with a different courier, and we will do our best to notify you of this. Orders placed using our Shutl delivery service will be delivered by an independent courier.

Returns

For detailed information about returns please see Returns, Exchanges & Refunds Policy.

How do I return an unwanted item?

Items can be returned by post.

Returning an item by post

To return an item by post please parcel it up and include a note with the following information:

1.Your Order Number

2.Your Name

3.Your Email Address

4.The Product Code(s) of the item(s) you wish to return

5.The Reason for the return

6.Whether you would like a refund or an exchange

 

Please send it via Special Delivery to:
Customer Services
The Fragrance Lab Limited
71a Goodmayes Road
Ilford
Essex
IG3 9UB

Please note, if you do not send it by Special Delivery and it doesn't arrive at Head Office we will not be able to action any refund/exchange, as there is no method of tracking available.