Frequently asked questions

Subscription

Your subscription fee includes delivery, so there's no extra fees to pay for your regular delivery.

We dispatch subscription scents within 1 working day from your subscription creation / renewal date. Your renewal date will be the on or around the day of the month you originally signed up.

Delivery time is usually 2-3 days from dispatch, so you should receive your item within 3-5 days. We’ll let you know by email each time we have dispatched your order, along with a tracking link (Royal Mail 48).

You can either cancel for good (we’ll be sorry to see you go), skip a month, or change the date of your next delivery by signing in to your account.

We aren’t able to let you specify and change scents monthly, but you can absolutely switch between one of our three Edits, by simply signing in to your account and selecting the “Swap” option.

If it’s over 7 days since you received your shipping confirmation email, then contact us and we’ll sort it out for you.

We want to make things easy. Really easy. So we’ve organised our Edits by how adventurous you are with scent. 

Easy Does It is for those that don’t like to take too many risks with their scents. 

Buckle Up is for those prepared to shake things up a bit and be slightly challenged. 

Take Me to Mars is for those brave folk who want to push boundaries in scent. 

We think this still leaves more than enough room for unexpected surprises, without pigeonholing you into one type of scent. Don’t forget, you can swap between these Edits at any time, by signing in to your account.

The simple answer is you don’t. We’re constantly taking on new brands and scents, and we want to make sure you have the opportunity to receive them as soon as they land with us!

Your card will be charged monthly on or around the same day you originally signed up for subscription, and we’ll let you know by email each time we charge your card.

If your card is declined, then we suggest you contact your card issuer in the first instance. If you want to change your card, just sign in to your account and update your payment details.

Non-Subscription Orderes

We offer free standard delivery on orders £100 or over. Otherwise, it's £4.99.

If you're in a hurry to receive your perfume, we offer an express option for a little extra.

Check out our delivery information page for full details and the latest prices.

We offer two options, Royal Mail Tracked 48 (2-3 business days from dispatch) and Royal Mail Special Delivery Guaranteed Next Day 1pm (excluding Sundays).

Please be aware that due to Covid-19 the Royal Mail may experience delays which we cannot anticipate nor have any control over. Thank you for your understanding.

Check out our delivery information page for more details, including delivery fees.

If you want to change or cancel your order, please contact us as soon as possible.

As we aim to dispatch orders soon after they’ve been placed, it’s not always possible to cancel an order unless you act quickly. However, you can send back any items you don’t want, subject to our returns policy.

Yes, there’s an option to do this during checkout. Just make sure your billing address matches the one on your payment card.

This may happen if your email address has been entered incorrectly, or inadvertently blocked by a spam filter. If you can’t find it in your spam, junk or “all mail” folder, please contact us so we can get it sorted out for you as quickly as possible!

You can send back any items you don’t want, subject to our returns policy.

Gifts

We are working round the clock to get this sorted, as we know just how nice it would be! Check back frequently and we’ll let you know when this is possible. Thanks for bearing with us.

Payments & Security

If your order includes a subscription we can only accept major credit / debit cards which are available via Shopify Payments. Currently these are:

Visa, Mastercard, American Express, Maestro.

If your order is for one off purchase products only, you can use all the above cards, and the accelerated payment providers below:

Apple Pay, Google Pay, Shop Pay and PayPal

Unfortunately we are unable to facilitate payment for subscriptions using any of the accelerated payment wallets.

Payment methods are subject to change from time to time, but you'll always be able to see the most up-to-date payment methods we accept during our secure checkout.

Yes! We take security very seriously and have partnered with market leader Shopify for our secure checkout and storage of customer order data. Our website is protected by SSL encryption, and your data and any stored payment information (for subscriptions, etc) is encrypted and stored securely by Shopify according to PCI Compliance rules.

You can find out more on the Shopify security page.

Delivery & Returns

We currently ship to all addresses in the United Kingdom and Channel Islands at the moment, but expect to ship internationally soon! Subscribe to our newsletter to be the first to receive an update when this happens. If you are somewhere else in the world and are desperate, please contact us and we can see what is possible!

Please firstly communicate your returns request to us, and we will then provide you with instructions on how to return your order. See our returns policy for more detailed information.

Subscriptions include delivery, so there's no extra delivery fees to pay.

For one-off purchases, standard delivery is free on orders £100 or over, otherwise it's £4.99.

An express option is available for a little extra.

See our delivery information page for further details.

Products & Packaging

All our product ingredients are listed on each of the product pages, if you have any questions relating to specific ingredients please contact us.

The outer packaging of our HOOHAA subscription sets and glass bottle is fully recyclable. Please note the caps and pumps are not yet recyclable but we are working to make this happen in the future.

We work closely with our partners for non-subscription products to ensure that packaging is recyclable and that environmental impact is reduced as far as possible, however we can’t guarantee that all products will be 100% recyclable.

More Help

If you have another question not listed above, send us a message and one of our friendly team members will get right back to you.

Ready to Shop?

Head over to our Shop to browse our perfumes, or check out our Subscription and start building your very own fragrance wardrobe.