Contact Us
Before you contact us, check that your question isn't already answered below:
My order hasn't arrived!
Most orders arrive well within the 3 - 5 day timeframe that Royal Mail allow for 2nd Class Delivery items. Sometimes however, Royal Mail can take a little longer to deliver an item. If your item has not arrived within 5 working days, you should check that your local sorting office is not holding it for you.
Royal Mail will only acknowledge that an order is missing after 15 working days have elapsed from the date of posting; the vast majority of delayed orders will show up during this time frame. If after 15 working days your order still has not arrived, please contact us to let us know - we will then either arrange for a replacement or a full refund, whichever you prefer (subject to stock availability).
Do you have this product in stock?
If you see it listed on the website as 'in stock' then we have the item here in stock and ready to be shipped. You will only be able to purchase goods that are actually in stock: if the item is listed as 'out of stock' then it will not show up in any search results and you will be unable to purchase it.
My debit/credit card has been rejected, what do I do?
99% of the time this is due to one of two reasons: Either your bank has put a block on your payment for security reasons or your billing address doesn't match your card's address. The first thing to do is check your billing address in your account - if this is an exact match for the address on your bank statement, phone your bank to make sure they are allowing payments to go through. If you have tried both of these options, please contact us for further help.
Do I need to enter my issue number on the payment screen?
If you have an issue number it is important to enter it exactly as it appears on your card, including any 0 digits that are on your card. Normally, only Maestro/Solo/Switch card users need to enter an issue number. However, if you have a Visa or Mastercard with an issue number and you are having problems ordering, try placing an order without using the issue number.
Do you ship outside the UK?
Yes, we ship to every country in the EU.
You can contact our Customer Services department on 0121 55 99 055 (Mon-Fri 9.00am to 5.30pm).
Our postal address is:
Fragrance Mad Ltd, Unit 6, Station Road Industrial Estate, Station Road, Rowley Regis, West Midlands, B65 0JY.
Alternatively please fill out this form and we will respond shortly:
If you have any queries relating to an order, please give as much information as possible and quote your order reference.
