What can we help with?
Start typing a word such as tracking, tester, address or return.
The quickest routes to an answer.
Orders
Can I change or cancel an order?
Contact Client Care as soon as possible with your order number. We can check the order status, but changes cannot be guaranteed once processing or dispatch has begun.
How do I know whether a fragrance is in stock?
Current availability is shown on the product page. Stock can change as the supplier catalogue is refreshed, so the product page is the best place to check before ordering.
What information should I include when contacting you about an order?
Include the order number and the email address used at checkout. For an incorrect or damaged item, photographs can help Client Care understand the issue quickly.
Delivery & tracking
Where do I find delivery options and charges?
Available delivery methods, charges and service-specific information are shown during checkout for the delivery address entered.
When will I receive tracking?
Where the selected carrier service supports tracking, the tracking reference is normally supplied with the dispatch communication once the order has left fulfilment. Open Order Tracking.
Can I change my delivery address?
Contact Client Care immediately. An address can only be changed while the order has not progressed beyond the point where fulfilment or the carrier has locked the shipment details.
Returns & issues
How do I start a return?
Read the Returns & Refunds page and contact Client Care before sending anything back. This makes sure you receive the correct instructions for the item and the reason for return. View Returns & Refunds.
What if my order arrives damaged or incorrect?
Contact Client Care with the order number, a short description of the problem and photographs where useful. Keep the item and packaging until you have received instructions.
When is a refund processed?
Refund timing depends on the outcome of the return review and the payment method. The Returns & Refunds page contains the store’s published terms, while Client Care can confirm the status of a specific case.
Fragrance & product information
What does “tester” mean on a product?
A tester is identified as such in the product title or details supplied for that item. Presentation can differ from standard retail packaging, so check the exact product page before ordering.
How can I choose the right fragrance family?
The Fragrance Guide explains floral, amber, fresh and woody directions as well as fragrance concentration. Use it as a starting point, then explore individual houses and fragrance descriptions. Open the Fragrance Guide.
Why can product packaging look different?
Manufacturers can update packaging over time, and tester presentation may differ. Use the title, size, concentration and product details as the primary identifiers for the item listed.
Still need a human answer?
For order-specific help, include your order number so we can understand the request quickly.