Frequently Asked Questions
Have an issue or want to find something out? Check out our FAQ below, or contact us if you need more information and we'll get back to you promptly.
Products
What types of fragrances do you sell?
Our fragrance collection offers a diverse range of scents, featuring various notes and fragrance families, including fruity, floral, woody, oriental, fresh, and more. These perfumes are available in different strengths like Eau de Toilette, Eau de Cologne, and Eau de Parfum. We provide both affordable options and premium perfumes to accommodate different preferences and budgets.
What brands do you sell?
Our selection features a diverse range of niche and luxury brands. You'll find classics from renowned names like Yves Saint Laurent, Versace, Victoria’s Secret, Hugo Boss, and Dolce & Gabbana. Additionally, our extensive collection of products from lesser-known brands aims to give you great high-quality alternatives at typically lower prices.
Can I find both men's and women's fragrances on your website?
You will find a vast range of fragrances for both men and women at Big Fragrance Shop. You can also browse our selection of Unisex Fragrances for a more versatile option.
How do I know if a fragrance is authentic?
All our products are guaranteed to be authentic as they are sourced only from reputable suppliers and sources. If the product you received is not as it should be, please get into touch with us.
Do you sell products other than fragrances?
At Big Fragrance Shop, our offerings extend far beyond fragrances, despite our name. We offer a wide range of cosmetics, including eye shadow, mascara, concealer, foundation, and lipstick. Additionally, discover skincare essentials like cleansers, toners, and exfoliators, along with bath and body products such as deodorants, shower gels, and body sprays. Our selection also features haircare, nail care, homeware, and more. Browse through our assortment of gift sets, which include fragrances and other products from various brands.
Ordering & Payment
How do I place an order on Big Fragrance Shop?
Once you've chosen a product you wish to purchase, simply click on the "Add to Cart" button. If you want to continue shopping, you can add more products to your cart. When you're ready to proceed, click on the cart icon located in the top right corner of the screen to review your selected items. From there, proceed to checkout and input your delivery and payment information. Upon completion, you'll receive an order number and a confirmation email verifying that your order has been successfully processed.
What payment methods do you accept?
We support a large range of payment options allowing you to pay however you want. Below is a list of all our supported payment providers.
Visa, Mastercard, American Express, Discover, Diners Club, Maestro, Union Pay, Apple Pay, Google Pay and PayPal.
Is it safe to use my credit card on your website?
You can safely use a credit card on our website with our secure and encrypted payment channels. Any data we collect from you is handled confidentially. For more information on this, please view our privacy policy.
Can I cancel or modify my order after it's been placed?
Should you wish to cancel an order after placing it, please reach out to us, and we will assist you in the process. The timing of a potential refund and any additional fees will depend on whether the product has already been shipped.
Do you offer gift wrapping services?
We do not currently offer any gift-wrapping services although our products are all shipped professionally packaged to keep your items safe in transit.
Shipping & Delivery
How long will it take for my order to be delivered?
All of our orders are processed the same day and are made available for delivery as soon as possible. For free standard postage, you can expect to receive your item within 1-3 business days. For an extra £7.00, you can expedite your item's delivery for guaranteed next-day delivery by 1pm.
Do you ship internationally?
As of now, we only deliver to the United Kingdom and do not sell in the European or International Markets. However, this is subject to change and we expect to expand into new markets in the future.
How do I track my order?
Once you have made a purchase on our online store, you will be sent a confirmation email with a Royal Mail tracking number. Once your order has been received and processed by Royal Mail, your tracking number can then be used to receive updates on the status of the delivery through the Royal Mail Parcel Tracking service. For more information on how we ship your order, see our shipping policy.
What should I do if my order is damaged during shipping?
If your order is damaged during shipping, please get into contact with us and we will initiate an investigation. A refund or a replacement will be given depending on your preference.
What should I do if my order hasn’t been delivered?
If you have ordered something from our store and it has not been delivered within the advertised delivery window, please get into contact with us and we will get back to you as soon as possible. In the event it has been lost during shipping, we will issue you a full refund or offer a replacement if one is available.
Returns & Replacements
What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If you have a problem with an item or want to return it for any other reason, please get in contact with us and we can look at your order. For more information on returns and refunds, please view our refund policy.
How do I initiate a return or exchange?
A return or replacement can be initiated by contacting us with an order number and we will begin the process. Depending on the reason for your return, you may be eligible to receive a refund for the product and any subsequent shipping fees incurred.
Are there any products that cannot be returned?
We accept returns on all of our products.
Will I be refunded for my return shipping costs?
Whether or not you are responsible for paying return shipping costs depends on the reason for the return. If you have changed your mind about the product you received, you will be responsible for the postage costs. If there is a problem with the order such as the product arriving damaged or if we sent you the wrong product, we would cover the shipping costs.
How long does it take to process a return or exchange?
A return or replacement will typically be processed within 24 hours of you getting into contact with us. Once you have gotten in touch with us, we will determine the best course of action for the return and see to you getting a refund as soon as possible.
If you have been notified of your order being refunded and you are yet to receive your money, please be aware that refunds may take a few business days to be processed.
Account & Membership
Do I need to create an account to place an order?
You do not need to have an account on Big Fragrance Shop to place an order. Orders can be placed as a guest with you only needing to provide payment information and a valid delivery address located within the UK. Having an account with us allows you to see past order history and save your delivery address for return visits.
How can I reset my password if I forget it?
If you cannot remember your password, on the login page you can click on ‘Forgot your password?’ to initiate a password reset. Here you can enter your email address and receive a link to reset your password.
Is there a loyalty program or membership available?
There is currently no loyalty program in place, but this is likely to change soon.
How can I update my account information?
Your account stores your delivery address to allow for express checkout on return visits. To update your account’s saved address, navigate to the account portal by clicking on the account icon located at the top right of the page. Click on ‘View addresses’ to either edit, delete, or add a new address.
General
Can I contact customer service for assistance?
Yes, you if you have a specific question for us and can’t find the answers here, you can contact us for clarification on a matter and we will get back to you within 24 hours.
Do you have a physical store location?
We currently have no physical shop front and only trade through online channels. This could change in the future, so keep your ears open!
Are your products authentic?
All our products are sourced from reputable suppliers and are guaranteed to be 100% authentic.
Can I purchase gift cards?
Gift cards are available for purchase on Big Fragrance Shop, whether for yourself or as a gift for someone else. These can be acquired on our website through the gift card page and immediately delivered directly to the recipient via email. Customise your gift card with a personal message and schedule its delivery for a date of your choosing.
How can I stay updated on promotions and discounts?
To stay updated on promotions and discounts you can sign up to our newsletter so you can be the first to know about any new deals as they happen.
Any further questions?
If you have any questions for us or if you want further clarification on a matter, feel free to contact us and we will get back to you as soon as possible.