Shipping policy

SHIPPING POLICY

Last updated: 13 August 2026

This Shipping Policy explains how orders placed through Fragrance Stockroom are processed and delivered.

1. Order Processing

Orders are processed after successful payment authorisation.

We aim to prepare and dispatch orders as quickly as reasonably possible.

Orders placed during weekends, public holidays or exceptionally busy periods may be processed on the next available working day.

2. Delivery Options

Available shipping services and charges are displayed during checkout based on:

  • delivery destination;
  • products ordered;
  • parcel weight and dimensions; and
  • available carrier services.

The delivery option selected at checkout will form part of your order.

3. Delivery Estimates

Any delivery timeframe displayed on the website or during checkout is an estimate unless expressly stated to be guaranteed.

Delivery may occasionally be affected by circumstances outside our reasonable control, including carrier delays, severe weather, customs processing, transport disruption or unusually high seasonal demand.

We will take reasonable steps to assist where an order is significantly delayed.

4. UK Delivery

We deliver to eligible UK addresses using the delivery services available at checkout.

Some locations may have longer delivery times or limited service options.

5. International and EU Delivery

International delivery is available only to destinations shown as available during checkout.

Fragrances frequently contain alcohol and are classified as restricted goods for transport by many carriers. This means certain products, services or destinations may not be available for international delivery.

If we cannot legally or practically ship your order to the selected destination, we may cancel the affected order and issue a refund.

6. EU Orders, VAT, Duties and Import Charges

Where applicable, VAT, customs duties, import charges or local handling fees may apply depending on the destination, order value and method by which taxes are collected.

Any taxes or charges collected directly by Fragrance Stockroom will be shown during checkout where applicable.

Where duties, taxes or customs charges are payable separately on import, the customer may be responsible for those amounts unless the checkout expressly states that duties and taxes are included.

Customers ordering internationally should check the requirements applicable in their country.

7. Customs Delays

International parcels may be inspected or delayed by customs authorities.

Customs processing times are outside our direct control and do not form part of any carrier delivery estimate unless expressly stated.

8. Tracking

Where tracking is available, tracking information will normally be supplied after dispatch.

Tracking information can sometimes take time to update after a shipping label has been created or a parcel has been collected.

9. Correct Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Please check your:

  • house or building number;
  • street;
  • postcode;
  • city;
  • country; and
  • contact details

before completing your order.

If you notice an error, contact us immediately.

We cannot guarantee that an address can be changed after an order has entered fulfilment or been dispatched.

10. Delivery Attempts

Carriers may attempt delivery, leave the parcel at an authorised safe location, deliver to an appropriate collection point, or follow other procedures permitted by the selected delivery service.

Please follow any tracking instructions provided by the carrier.

11. Missing Parcels

If tracking shows no delivery and your expected delivery period has passed, contact us at:

order@fragrancestockroom.co.uk

Please provide your order number.

We may need to investigate the shipment with the carrier before confirming the appropriate resolution.

12. Parcels Marked Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot locate it:

  1. check around your property and any designated safe location;
  2. check whether another member of your household has accepted it;
  3. check any carrier photograph or delivery information;
  4. contact us promptly if the parcel remains missing.

We will investigate with the carrier where appropriate.

13. Damaged Parcels

If your parcel arrives visibly damaged, please photograph the external packaging before disposing of it.

Where possible, report transit damage within 48 hours to:

order@fragrancestockroom.co.uk

Include your order number, photographs of the parcel and photographs of the affected item.

This request helps us pursue carrier claims and does not limit your statutory consumer rights.

14. Delivery Responsibility

For consumer orders, risk generally remains with us until the goods are delivered to you or to a person identified by you to receive them, subject to applicable law.

15. Failed or Returned Deliveries

If a parcel is returned to us because:

  • an incorrect or incomplete address was provided;
  • delivery was refused;
  • the parcel was not collected; or
  • repeated delivery attempts were unsuccessful,

we will contact you once the parcel is returned.

Depending on the circumstances, we may offer re-delivery or a refund, subject to any deductions or charges that are lawful and appropriate.

16. Contact About Delivery

Email: order@fragrancestockroom.co.uk
Telephone: 0208 194 1662