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FAQs

Got a question?

Q: How Do I contact you?
A: You may contact us by sending an email to sales@thefragrancecounter.com or by telephone: UK 01257 485042 or outside the UK 0044 1257 485042. 

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: What are the delivery costs?
A: Please see our delivery page for details. Delivery

Q: Can I order over the phone?
A: No, unfortunatley we can no longer accept telephone sales.

Q: Which form of payment do you accept?
A: We accept Visa, Mastercard and all debit cards payable through our payment provider, World Pay. We also accept Paypal payments.  If you wish to pay by any other method, please contact us.

Q: What if I ordered the wrong product?
A: You can return the product to us within 14 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 World Pay, our payment provider.  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 send it back to us within 14 days with a copy of receipt of postage cost  - we will resend your product and refund postage costs.

Q: If I am looking for a fragrance that isn't on your site, can you accommodate?
A: Please click on 'request a fragrance', where you can enquire. We will endeavour to source requested fragrance.

 

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