Shipping Policy

At WHATS THE FRAGRANCE, we aim to get your order to you safely and as quickly as possible. This policy explains how we process, dispatch and deliver orders.

UK DELIVERY

We currently deliver within the United Kingdom.

Most UK orders are expected to arrive within 2-5 working days. Delivery times are estimates and are not guaranteed.

Orders are sent using a tracked delivery service, usually Royal Mail Tracked 24.

Royal Mail Tracked 24 is the name of the delivery service and does not guarantee delivery within 24 hours.

ORDER PROCESSING & DISPATCH

We aim to process and dispatch orders as quickly as possible.

Orders are processed on working days. Weekends and UK bank holidays are not normally considered working days.

During particularly busy periods, including product launches, promotional events, Black Friday and Christmas, processing or delivery may take longer than usual.

TRACKING YOUR ORDER

Once your order has been dispatched, we will normally send you a dispatch confirmation email containing your tracking information.

You can also use the Track Your Order page on our website to check the latest available delivery information.

Tracking may not update immediately after dispatch. Please allow time for the courier to receive and scan your parcel into its network.

DELIVERY TIMES

Our 2-5 working day timeframe is an estimated delivery window rather than a guaranteed delivery date.

Deliveries may occasionally take longer because of courier delays, severe weather, unusually high demand, peak periods or circumstances outside our reasonable control.

Deliveries to some remote UK locations, including certain Highlands and Islands areas, may take additional time.

If we become aware of a significant issue affecting your order, we will take reasonable steps to keep you informed.

DELIVERY ADDRESS

Please make sure your delivery address is complete and accurate before placing your order.

If you notice an error after ordering, contact us as soon as possible.

We will do our best to amend your delivery details before dispatch, but we cannot guarantee that an address can be changed once your order has entered fulfilment or has been handed to the courier.

TRACKING SHOWS DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please check the delivery photograph or safe-place information, check around your property and any designated safe place, and check with members of your household or neighbours.

If you still cannot locate your parcel, please contact us with your order number and we will help investigate.

DAMAGED OR LEAKING PARCELS

If your parcel or fragrance arrives damaged or leaking, please keep the product, parcel and packaging and contact us as soon as reasonably possible.

We may ask for your order number and photographs of the product and packaging so that we can investigate and arrange the appropriate solution.

DELAYS OUTSIDE OUR CONTROL

We are not responsible for delays caused by events outside our reasonable control. Where such an event affects your order, we will take reasonable steps to minimise the impact.

Nothing in this policy affects your statutory consumer rights.

INTERNATIONAL DELIVERY

We currently ship within the United Kingdom only.

International delivery is not currently available, but we hope to introduce it in the future.

NEED HELP?

If you have any questions about your delivery, please contact the WHATS THE FRAGRANCE Customer Service Team through our Contact Us page.

Please include your order number wherever possible so we can help you as quickly as possible.

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