Question 1

I have not received any updates/ emails about my order?

Accepted Answer

Please check your spam/junk folder as the email could have been sent there.  If it is not there, please reach out to customer service on info@hisandhersperfume.com.

Question 2

I am trying to place an order but the website keeps crashing?

Accepted Answer

We are working on the website from time to time. We advise that you check the website an hour later.   If this does not resolve the issue, please email the team at info@hisandhersperfume.com to resolve this for you.

Question 3

I have placed an order for a product but now I don’t want it, can I get a refund?

Accepted Answer

If the order has been dispatched, you will need to send it back to us in it’s original packaging, unopened and untampered.  Once, we receive it and after review and approved, we will refund you which can take up to 7 working days to reach your account.  We will refund you minus 7% restocking fee.  (Please see Terms and Conditions).

Question 4

Why is the delivery of my item taking so long?

Accepted Answer

We use Royal Mail Signed For with tracking as our Shipping provider.  Please email the team at info@hisandhersperfume.com to assist you in tracking the order.   Please note that you will have received tracking information in your email which you will be able to access and track progress of your order.

Question 5

I have put the wrong address details in my order, can this be changed?

Accepted Answer

If the order has been fulfilled, we will have to wait for the order to be returned back to us before we can re-send the order to your correct address.

Question 6

I have not received any email updates about my order?

Accepted Answer

Please email the team at info@hisandhersperfume.com with your order details providing as much information as possible and the team will assist you.

Question 7

Do you offer international shipping?

Accepted Answer

We are shipping to the UK only at this time.

Question 8

I have received incorrect items?

Accepted Answer

Please can you send us evidence (photos, videos) of the items received to info@hisandhersperfume.com so we may assist you further in resolving this for you.

Question 9

I have an issue with the bottle, it has arrived broken.  How do I get another bottle?

Accepted Answer

We will replace any broken bottle(s) with a new replacement.  It will be like for like.   We aim to package your order very securely to avoid damage.   Please email the team at info@hisandhersperfume.com.

ENJOY COMPLIMENTARY SHIPPING ON ORDERS OVER £100

FAQ

Frequently asked questions