Find answers to common questions about shopping with Luxury Fragrance London.
Are your fragrances genuine?
Yes. Luxury Fragrance London is proud to sell only 100% genuine products. We carefully select our collection with a strong commitment to authenticity and quality.
Learn more by reading our Authenticity Guarantee.
Where do you deliver?
We serve customers across the United Kingdom. Available delivery options and any applicable charges are displayed at checkout.
Do you offer free UK delivery?
Yes. We offer free standard UK shipping on all orders over £50.
For orders under £50, a flat-rate delivery charge will be displayed clearly at checkout before you complete your purchase.
How will my order be packaged?
All products are packed securely and sent using trusted UK delivery services.
How can I track my order?
Where tracking is available, you will receive the relevant delivery information after your order has been dispatched.
You can also visit our Track Order page.
Which payment methods do you accept?
Card and supported digital-wallet payments are processed securely through Stripe. The payment methods available for your order will be displayed at checkout.
Do you store my complete card details?
Luxury Fragrance London does not claim to receive or store your complete card number or card security code on its own website systems.
Payment information is handled by Stripe according to its own privacy and security practices.
Can I cancel an order?
If you want to cancel an order before dispatch, email us immediately at info@luxuryfragrancelondon.co.uk with your name and order number.
We will try to cancel the order, but cancellation cannot be guaranteed once processing or dispatch has started. If the order has already been dispatched, our returns procedure will apply.
How do I request a return?
Email info@luxuryfragrancelondon.co.uk before sending anything back.
Please include your name, order number, the product you wish to return and the reason for the request. We will review your request and provide the applicable return instructions.
Please do not send an item back before contacting us.
How long do I have to request a return?
You may request the return of an eligible item within 14 days, starting on the day after your order is delivered.
Full conditions are available in our Returns, Refunds & Cancellation Policy.
What condition must a returned product be in?
For an eligible change-of-mind return, the product must be:
- Sealed and unopened
- Unused and undamaged
- In the same condition in which it was received
- In its original, unmarked packaging
- Suitable for resale
- Supported by reasonable proof of purchase
Can I return an opened perfume or cosmetic?
Opened or unsealed perfumes and cosmetics cannot normally be returned for a change of mind where a genuine health or hygiene restriction applies.
This does not affect your statutory rights if a product is faulty, damaged, leaking, incorrect or not as described.
Can separately purchased samples be returned?
Separately purchased samples are considered final sale and cannot be returned for a change of mind.
This does not affect your statutory rights if a sample is faulty, damaged, incorrect or not as described.
Can heavily discounted items be returned?
Items discounted by 50% or more are considered final sale under our store policy and cannot be returned or exchanged for a change of mind.
This restriction does not affect any statutory consumer rights that cannot legally be excluded.
What happens to a free gift if I return part of my order?
Free gifts and promotional products may depend on the original order value.
If your return means that the order no longer qualifies for the gift, you may be required to return the promotional item unused and in its original condition. Where permitted, the stated value may be deducted if the gift is not returned.
Can I request a fragrance sample strip?
Yes. If you want to test a fragrance before opening the purchased product, write “Request sample strip” in the Order Comments box during checkout.
Sample strips are subject to availability and cannot be guaranteed.
What should I do if my order arrives damaged or incorrect?
Email us as soon as possible if a product arrives:
- Damaged
- Leaking
- Faulty
- Incorrect
- Incomplete
- Not as described
Include your order number, a description of the issue and clear photographs of the product and packaging.
Please keep the affected product and packaging until we provide further instructions.
When will I receive my refund?
Returned products will be inspected after they are received. If a refund is approved, it will be issued to the original payment method.
Your bank, card issuer or payment provider may require additional time to display the funds after the refund has been processed.
Can you help me choose a fragrance?
Yes. Tell us about the scents, fragrance families or notes you usually enjoy, and our team will be happy to help you explore suitable options.
Do you offer wholesale fragrances?
Yes. We offer wholesale services for UK trade customers, boutiques and retailers.
Email info@luxuryfragrancelondon.co.uk with your business name, location, products of interest and estimated order requirements.
How can I contact you?
Email: info@luxuryfragrancelondon.co.uk
Telephone: +44 7700 900123
Please include your order number when contacting us about an existing purchase.
Do my statutory rights still apply?
Yes. Your statutory consumer rights under UK law remain fully protected and unaffected by our store policies.