Delivery and Shipping
Delivery
We aspire to despatch your order within 1-2 working days once you have placed your order and where the items are in available stock. As soon as you place an order with us at The Fragrance Trolley, a confirmation email will be sent to you, letting you know your order is being processed. Delivery will be made via Evri & DPD. You will receive a tracking notification.
Prior to Dispatch
You can cancel your order with The Fragrance Trolley at any time before dispatch and request a full refund in writing. We will aim to refund the value of your order back to the card used within 14 days.
Loss of Goods in Transit
Where we use a third party to make a delivery (as with any shipment), a delay or loss of goods is possible. In such a case, the carrier shall start an investigation. Every effort is made, for as long as necessary, to find the package. If the package is not found, the carrier will reimburse The Fragrance Trolley who will then deliver a new, identical package to the customer free of charge.
We shall not be held responsible for delayed delivery times due to the carrier, including for the loss of goods, bad weather or strikes.
Holiday Delivery times
Each year we will aim to publish our Christmas Delivery schedule as soon as we are notified by our couriers.
Whilst we endeavour to help you get your order in time for Christmas, once posted, we cannot be held responsible for delays caused within the courier service.
Cancelling your Order
Should you not be entirely satisfied with your order, you are able to cancel your order/return the items subject to the Distance Selling Regulations Act 2000 and Sale of Goods Act
During Transit or within 7 Days of Receipt
If you change your mind, you can cancel your order at any time up to 7 working days after the day of delivery. To do so, you must inform us of your cancellation, via email within that period. This only applies to goods that are unopened and in a resaleable condition (see below). Please be aware that you if you do cancel an order, you must return the goods at your own expense. If you do decide to cancel your order, The Fragrance Trolley cannot accept any items that have been opened from the original dispatch box. If you wish to cancel an order, you must cancel the entire order, providing you have not opened your complete parcel. We cannot accept returns of any part orders.
Opened Items
The Fragrance Trolley will not accept the return of any opened or used items.
Incorrect or Faulty Items
If you receive an item you consider to be incorrect or faulty, The Fragrance Trolley will gladly replace or refund it, provided you inform us within 7 working days of you receiving your order. Once we have received your returned items, a replacement will be sent to you at no additional cost, or a refund will be issued to you with a credit note.
Damaged Items
All items leave The Fragrance Trolley condition in perfect condition, padded envelopes used to ensure safe transit. If your goods arrive damaged, you must inform us as soon as possible – if you are able to provide proof (photo evidence) of the damage we may be able to claim against the courier. We will then advise whether or not you need to return the item, for which we will refund you a reasonable return cost, and the value of the damaged goods. You will then need to advise whether you require replacement items for which you would be recharged.
Returning Items
Please ensure that the goods are packaged adequately and clearly labelled, to protect you against any damages or products being lost during the return process. Once we at The Fragrance Trolley have received your returned items and are satisfied that the product is returned in resealable condition, we will issue you a credit note and refund as explained above. If the items are damaged in transit back to us, then we reserve the right to refuse any credit.