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Welcome to The Perfume Studio

Frequently Asked Questions

Frequently Asked Questions

Customer Service

If you've got a question about your order, our standard products our delivery service, experience and events or any other aspect of our service, you should be able to find the answer below.

To view the terms and conditions of our vouchers and events please visit our Conditions of Sale.

Ordering Online

How do I place my Perfume Studio order?

Find the Perfume Studio item you wish to order using the search box (top right of the navigation) or by browsing The Perfume Studio Shop. When viewing the product click ‘Add to basket’. You will see your basket has refreshed to include your item. Add any further items in the same way and when you’ve finished shopping, click on the basket summary in the main navigation to the right.

Proceed to checkout by entering your personal details and payment information. Once you’ve completed all your details, you will be taken to an ‘Order Successful’ page which will include your Order Number and an Order Confirmation will also be emailed to you.

How do I re-order my unique fragrance?

First, log in to your Account using your email and password. This process will enhance your shopping experience. Next, navigate to the Perfume Studio refill product that you’d like to order using the search box (top right of the navigation) or by browsing The Perfume Studio Shop.

When viewing the product select the fragrance you would like to order and click ‘Add to basket’. You will see your basket has refreshed to include your item. Add any further items in the same way and when you’ve finished shopping, click on the basket summary in the main navigation to the right.

Where do I find my unique fragrance blend?

Your unique fragrance is listed in your very own Perfume Studio Account. Please log in using your email and password. Select the ‘My Fragrance’ tab. Her you’ll be able to add, amend and delete your fragrances. 

How do I add a fragrance blend?

First, log in to your Account using your email and password. Next, select the 'My Fragrance' tab to the left of the page. Add the name of your fragrance the 'Your Bespoke Fragrance' box in the image. Add your 'Created On' date, leave blank if today. Enter the name of the person who helped you 'Created By' box and where you created your fragrance from the drop down menu for 'Created At'. Click 'Save'.

Underneath the click the 'Add Blend' button. Select the first Blend in your bespoke combination. Add the quantity of that Blend (if not specified select '1'). Repeat to add each further Blend. Click 'Save' when you're complete.

Now you can 'View Certificate' and 'Print Certificate'.

Can I edit my fragrance blend?

To edit your fragrance select the edit button next to any of your elements, this will allow you to re-enter any information. Click 'Save' when you're complete.

How do I add another fragrance blend?

First, log in to your Account using your email and password. Next, select the 'My Fragrance' tab to the left of the page. Select the 'Add Fragrance' tab at the top of the image.

Add the name of your fragrance the 'Your Bespoke Fragrance' box in the image. Add your 'Created On' date, leave blank if today. Enter the name of the person who helped you 'Created By' box and where you created your fragrance from the drop down menu for 'Created At'. Click 'Save'.

Underneath the click the 'Add Blend' button. Select the first Blend in your bespoke combination. Add the quantity of that Blend (if not specified select '1'). Repeat to add each further Blend. Click 'Save' when you're complete.

How do I view my fragrance certificate?

First, log in to your Account using your email and password. Next, select the 'My Fragrance' tab to the left of the page.

Click 'View Certificate' to view your certificate. If you wish to print a copy of your certificate to leave around as a 'hint', click 'Print Certificate'.

Can I re-order a fragrance for someone else?

Yes, if you have their unique fragrance details. Please add them to the specified boxes on the product page. Alternatively, please get in touch with the Customer Service Team, who may be able to help locate it for you.

Can I change my Perfume Studio order?

You can ask, so please get in touch, and we’ll do our best to accommodate any amendments. Please bear in mind that your chosen method of delivery will impact our ability to amend any orders, so it may not always be possible.

Can I add an item to my Perfume Studio order?

We will try, so please contact us as soon as you can. Please bear in mind that your chosen method of delivery will impact our ability to add items to orders, so it may not always be possible. 

I forgot to use my promotion code, can I add it now?

Sorry, but you must enter a promotion code at the point you place your Perfume Studio order. Please refer to our standard offer and promotional terms and conditions.

Rewards Programme

Can I join The Perfume Studio rewards programme?

Yes! And you’ll get 500 points for joining us, which equates to a £5 to use on your first order. All you have to do is register online.

How can I collect Perfume Points?

There are many ways to collect Perfume Points from interacting with our website and social media, to spending on The Perfume Studio website, the more you spend, the more Perfume Points you can earn! We have a number of special bonuses for customers who spend over certain amounts too.

To learn more about ways to collect Perfume Points visit our Perfume Studio Rewards Programme Page.

How do I redeem my points?

Redeeming your points is simple. Once you have chosen your products, you can redeem your Perfume Points by adding as many as you wish to redeem (up to a maximum of 2500) in the 'Spend Your Perfume Points' section of your basket.

Simply move the slider to alter the number of Perfume Points you wish to spend, or click 'Maximise my discount with points' to spend as many points as possible.

Your Perfume Points will be redeemed as a 'Discount' beneath the 'Subtotal' amount on your checkout page.

Payments

What payment methods do you accept online?

You can pay with any of the following credit and debit cards when shopping with The Perfume Studio online:

  • Maestro/UK Maestro
  • MasterCard
  • Visa
  • Visa Debit/Delta
  • Visa Electron

Can I pay with PayPal?

Yes, we accept payments by PayPal on The Perfume Studio website.

When will the payment go out of my account?

We take payment when you place your order. We will not dispatch your order until payment has been confirmed.

What is ‘Verified by Visa’ and MasterCard ‘SecureCode’?

Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password, which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.

Do your prices include VAT?

Yes unless stated otherwise. Any items purchased from The Perfume Studio website are inclusive of VAT. This is a UK registered website and we have no legal obligation to offer VAT free shopping to customers shopping in the Channel Islands.

If you register and shop online as a Perfume Stylist, then prices will be quoted including VAT.

Delivery

How much is delivery?

Standard Delivery to the UK and Ireland is £3.95. Stylist delivery rates may differ.

Do you deliver to the Channel Islands?

Yes, we deliver to the Channel Islands.

Do you deliver to the Republic of Ireland?

Yes. We deliver to the Republic of Ireland.

Do you deliver overseas?

Currently we only deliver to the UK and Ireland. However, we are able to deliver overseas, please get in touch to arrange this.

How long will delivery take?

You should receive your order within 7 working days. This excludes personalised products, which have a 7-day lead-time on top of this.

Can I get my Perfume Studio order any quicker?

Sorry, we don’t currently offer any express services.

Can I select the day I want my Perfume Studio order delivered?

Sorry, we don’t currently offer named day delivery.

When will my Perfume Studio order be dispatched?

We aim to dispatch all orders the next day if ordered by 12:00. This excludes personalised products, which have a 7-day lead-time.

Can I track my Perfume Studio order?

Usually you will receive a dispatch notice via email when your package has left our care, this will include details to allow you to track your order.

Do I need to be in to receive delivery?

Some orders may require a signature upon delivery. If you are not there to sign for your order, the designated courier or postal service will leave a card for you to call to make alternative arrangements or collect. If you do wish us to place a request that goods are left in a safe place on your property in your absence, or with a neighbour please note The Perfume Studio cannot be held responsible for any loss or damage to these goods.

I still haven’t received my Perfume Studio order, where is it?

If your estimated delivery date has passed and you still haven’t received your Perfume Studio order, please get in touch with our Customer Service Team and they will look in to it for you.

For standard deliveries, we advise allowing 7 working days to pass before reporting your order as missing. After this period has passed, please get in touch with our Customer Service Team and they will look in to it for you.

I missed my Perfume Studio delivery, what should I do now?

If you weren't home when delivery was attempted, you should receive a card through your door to let you know where to collect your parcel from or how to rearrange delivery.

Can I change my delivery address?

Sorry but once you’ve placed your order, we are unable to change the delivery address provided.

Faulty and Missing Items

What should I do if the item I receive is faulty?

If you think your The Perfume Studio order is faulty, please get in touch with our Customer Service Team.

Part of my order is missing, will it get sent separately?

We’re sorry you haven’t received all of your order, please get in touch with our Customer Service Team stating your order number and they will look in to it for you.

You’ve sent me the wrong item, what should I do now?

We’re sorry, mistakes do sometimes happen. If you’ve received the wrong item, please get in touch with our Customer Service Team stating your order number and they will resolve it as quickly as possible for you.

Refunds and Exchanges

Can I cancel my Perfume Studio order?

You can, but be quick. We aim to dispatch all The Perfume Studio orders the next working day and so we may be unable to stop it from being dispatched to you.

However, you still have a legal right to cancel your contract with us at any time within 14 days without giving reason. The cancellation period expires 14 days from the day after you receive the products. To cancel your order, you can either inform us in writing or you can call our Customer Service Team. You must also return the products to us within 14 days of receiving it and at your own cost.

You will receive a full refund of the price paid for the products upon their return and inspection.

How do I return my Perfume Studio order for a refund?

Please securely package the items you wish to return, include a note explaining the reason you wish to return the product and post to: The Perfume Studio Returns, 17B Church Road, Tunbridge Wells, Kent, TN1 1HT.

For all returns please retain your certificate of posting until you have received your refund or exchange from The Perfume Studio.

Please note that all returns are at your own expense. The Perfume Studio will not refund the cost of return postage.

How long will it take to process my refund?

We will refund you within 14 days of your receiving your returned order and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card-issuing bank and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

I’ve purchased a package or multi-buy, but wish to return a single item?

If you have purchased a kit, or package of goods, you must return the entire package as sold. Similarly this applies to any multi-buy discounts or promotions (except for an exchange where products are faulty/defective), alternatively The Perfume Studio reserves the right to charge you for the goods retained by you at the full price quoted on this site.

In the case of faulty or defective goods being received please contact get in touch with our Customer Service Team to discuss.

Experiences and Bookings

What are the terms and conditions for Experience Vouchers?

Our standard Conditions of Sale can be located here.

How long does an experience last for?

Session lengths are approximate and vary between experience type and across events. Please refer to your desired experience product page for an indication of the time you will spend at the venue. Unless stated otherwise, you will join a group, so there may be a little waiting time involved for your fragrance to be blended once chosen. We provide itineraries as a guide only and the running order of an event may change slightly depending on your venue and Stylist.

How long is an Experience Voucher valid for?

Experience Vouchers are valid for 12 months from date of purchase. The exact expiry date will be printed on the voucher or advised upon purchase (please check). You must make your booking before this expiry date or the voucher will no longer be valid. However, unless otherwise stated, the participation date for an experience can be later than this.

If an Experience has not been booked and taken by the Experience Date shown, that experience will cease to be valid.

Can I check my Vouchers validity?

You can check the Validity of your Experience Voucher or Gift Voucher by using our online service. This is located at the top of the website. Simply enter your unique 13-digit code, which is usually 4 digits followed by a hyphen, then another 5 digits, then a following 4 digits eg. 1234-XXXXX-XXXX.

Please bear in mind this facility is for checking Experience Vouchers and Gift Cards purchased on The Perfume Studio website. For all other Voucher enquiries from third parties, please email vouchercheck@theperfumestudio.com or refer to the terms of your voucher supplier.

Can I buy for a group?

You can. Simply use the drop down menu on the product page titled ‘Number of People’ to purchase more than one place. If you would like to book for more than 5 people please get in touch with our Customer Service Team, who will be happy to help.

Can I change my Experience Voucher for a different one?

Yes. Experience Vouchers are flexible and can be used to book any other experience available on our website. There will be no charge for swopping your Experience, however if the purchase price of your desired Experience is higher in price than the purchase price of your original voucher, you will be required to pay the balance. If it is price lower in price, the difference will be held as credit to use against any future purchase.

Credit can be used until the original expiry date of the voucher and is non-refundable.

To amend your experience you’ll need to get in touch with our Customer Service Team - there is no way to do this online at present.

I have an Experience Voucher, how do I book my Experience?

Booking is simple, and on most occasions you can do this online. Visit www.theperfumestudio.com/bookings to be directed to the most appropriate route for your voucher type.

Don’t forget. Even though you have provided the unique code when booking online, you must bring your physical Experience Voucher with you to your event.

Can I amend my Experience date?

You can. But be quick, we require at least 5 days notice to amend a booking. Please get in touch with our Customer Service Team to discuss alternative dates. If you have booked direct with Perfume Stylist, please refer to their cancellation policy.

Can I bring a friend with me to my Experience?

You can ask. However they will require an Experience Voucher too. Unfortunately it isn’t possible to cater for additional people at the event without a valid Experience Voucher and booking confirmation.

Do I need to bring my Experience Voucher with me?

Yes. Even though you have provided the unique code when booking online or by providing this to your Perfume stylist, you must bring your physical Experience Voucher with you to your event.

How do I make a complaint about an Experience?

If you are unhappy with any aspect of your experience, please bring it to the attention of your Perfume Stylist at the venue as soon as possible, so that they may allay any concerns or upset. In general, we consider it unreasonable if you take no action during an event – our Perfume Stylists are always happy to assist. If your concern is not resolved on the day, please get in touch within 14 days of your Experience date stating; your voucher or booking reference, participant and venue details (and Perfume Stylist details), and we will be happy to investigate further.

Events

What are the terms and conditions for Events?

Our standard Conditions of Sale can be located here. Please be aware that there may be third party agreements also in place, which we cannot be held responsible for. Please check the third party agreements when securing your booking. These are available on request.

Can I cancel my event booking?

You can ask, but be quick. Please get in touch as soon as possible to let us know of your intention to cancel, bear in mind that do require written confirmation, even if you call to cancel your event.

We will make a cancellation charge on the scale shown below. Charges are based on the estimated losses and expenses we may incur should we be unable to withdraw from our obligations with our suppliers. If you cancel your event:

  • Over 10 days from the event: 25% (Deposit) of the total cost of the agreed event in question.
  • 0-9 days from the event: 100% of the total cost of the event in question.

Can I amend my event booking?

You can ask, but we cannot guarantee that changes can always be made.

Where a change can be made, we will not charge an amendment fee however you will be charged for any extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers.

Where the price of your event depends on the number of people booked and extra people are added to the booking, the price will be reworked on the basis of the new number of people going. You will be required to pay the increased price.

Offers and Promotions Codes

What are the latest The Perfume Studio offers?

To receive the latest offers and promotions, please sign up to receive our newsletter at the footer of this website.

How do I use a Perfume Studio offer or discount code?

If an offer or discount code is required, this must be correctly entered at the checkout. Please enter your code into the ‘Discount Codes’ box in your ‘Shopping Basket’ and select ‘Apply Coupon’ to redeem your offer or discount.

Why hasn’t the promotion code I used worked?

This could be because your order does not meet the Terms and Conditions of the code you are trying to use. Please refer to your offer terms for more detail. If you think your order meets our Terms and Conditions and the code still hasn’t worked, please check that the code used has not expired. If you are still unsure, please get in touch with our Customer Service Team.

What are the standard Terms and Conditions for offers and promotional codes?

You can find our standard Terms and Conditions that apply to all offers, promotions and discount codes unless otherwise stated: The Perfume Studio reserve the right to withdraw promotions and offer or discount codes at any time. Our Conditions of Sale always apply.

Can codes be used retrospectively?

We cannot apply offer or discount codes to orders retrospectively, similarly you must enter a promotion code at the point you place your The Perfume Studio order.

Please ensure that you enter your code correctly and check that the relevant offer has been applied before you continue to checkout.

Can multiple codes be used together?

Offer or discount codes cannot be used in conjunction with any other offer, promotion or discount code and so we advise you to choose the promotion best suited to your purchase before you continue to checkout.

Can offer codes be used on discounted items?

Offer or discount codes may be used on full price items only. We may occasionally, from time to time offer a multi-buy discount, if any goods are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all goods delivered as part of that multi-buy offer at your cost, or charge you for the goods retained by you at the full price quoted on this site.

Can offer codes be used more than once? 

Offer or discount codes may be used ONCE per customer unless otherwise stated.

Can I receive more than one free gift? 

Afraid not. Where we are offering a free gift with a purchase of a product, we shall only provide one free gift per transaction (irrespective of how many products are purchased). The free gift is subject to availability and we reserve the right to change the free gift for a gift of equivalent value.

Ingredients and Allergen Information

What Ingredients do The Perfume Studio blends use?

Please refer to our full list of ingredients and allergen information which can be found here.

If you can’t find the answer to your question and require further help, then please get in touch with our Customer Service Team – we’ll always do our best to help wherever possible.

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