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FAQ

  • I'm having trouble placing an order can you help?
    If using a mobile device or the app, try using the website to complete your order. If using the website make sure you clear your cache and cookies, and if this doesn’t work try changing your browser.
  • How will I know if you have successfully received my order?
    Once the order has been processed a confirmation email will be sent to you. This is usually within 24 hours. Please note that this may go into your junk/spam email folder if you have not shopped with us online before.
  • Where is my order?
    Once your order has been dispatched from our warehouse you'll receive an Order Shipped e-mail with your tracking link. You can then track the parcel directly with the courier. If you can't find your e-mail make sure you double check your junk/spam folders. Orders are normally dispatched within a few working days, however, due to higher volumes than normal over the festive period our couriers are extremely busy which may impact your delivery time. Please check your order confirmation email for your estimated delivery time.
  • Can I cancel or change my order?
    Once an order is placed, unfortunately it cannot be amended online.
  • Can I change my delivery address?
    Once an order has been placed unfortunately it cannot be cancelled or amended.
  • I forgot to use my promotion code - can I add it?
    Promotion codes do have to be entered at the time of placing the order. They cannot unfortunately be added on after the order process has been completed.
  • Can I amend the delivery option for my order?
    As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.
  • Where do you deliver to?
    We offer delivery within the UK only.
  • I haven't received my order yet?
    It can take a little longer for our couriers to get your order to you. Please wait for 7 days before contacting us.
  • How secure is my transaction?
    The entire transaction is completed on a secure server and your debit/credit card number is encrypted. All information related to the payment process, including credit card details, will not be stored on our site after your payment has been processed, unless you authorise us to do so. You can make online purchases with absolute confidence.
  • How long does delivery take?
    Privee Couture Collection delivers to any addresses in the UK (excluding Channel Islands). All orders are sent through ROYAL MAIL. ​ We're committed to getting your order to you as soon as we can. However, please be aware that deliveries may take a little longer at the moment as our staff are working shorter shifts and our couriers are operating with a reduced service. Standard Delivery | FREE on all orders 3-5 working days to mainland UK and mainland Scotland addresses 3-5 working days to Northern Ireland and the outer Scottish islands, excluding Channel Islands Currently our standard delivery is taking up to 10 working days, due to delays as a result of COVID-19. Next Day Delivery | £6.95 - Free for orders over £60 Delivery between 7:30am to 5pm 1-2 working days. UK Mainland delivery only Orders must be placed by 1pm Next Working Day Delivery Service not applicable to the Scottish Islands: HS2 Lewis, PA61 Colonsay, PA62-75 Mull, PA78 Coll, KW16-17 Orkney, PH30 Corrour, Mallaig PA78, PH42 Eigg & Muck, PH43-44 Rhum & Canna, ZE2-3 Shetlands
  • Which carrier do you use to send your parcels?
    We use Royal Mail to send our parcels. However, we may use an alternative carrier for large orders or specific requirements.
  • My order is showing as delivered but I haven't received it?
    If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, get in touch with Customer Services who can investigate further. We’ll ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.
  • My order has arrived damaged, what are my options?"
    We're sorry your item(s) arrived damaged. Please contact our Customer Service Team with your order reference numberand we'll be happy to discuss your options.
  • Can I return an online order?
    It is Privee Couture Collection's intention to satisfy our customers. For this reason, we will gladly issue an exchange or a full refund to the original debit card, credit card or PayPal for any unopened perfume bought on www.priveecouturecollection.co.uk that is returned within 14 days of the date of purchase. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory right
  • How can I make a return?
    To return any items, please fill out the form on our Contact Us page.​ We're not able to cover the cost of the return. .For detailed information about returns please our Shipping & Returns Policy.
  • What do I do if I receive a faulty item?
    Privee Couture Collection will check and verify each and every perfume before shipping. If an error has occurred e.g. if the perfume is broken or faulty, the product must be returned within 7 days.
  • What do I do if I receive an incorrect item?
    We have a number of checks in place to try and ensure the accuracy of the orders we send, however if a mistake has happened and the item you’ve received is not correct, then please contact our customer service team who will assist you.
  • How are refunds paid?
    Refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.
  • How long will my refund take?
    Once your items have arrived at our warehouse, your return will be processed in up to 10 working days. Once your order has been refunded we will contact you using the email address that your order was placed with to confirm. Please be aware that some banks take longer than others to process the funds back into your account, so please allow additional time for this to take place before getting in touch with Customer Services.
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