General

By registering and accepting Fragrant Empire Terms and Conditions, you confirm that you are at least 16 years of age and that all information and details provided are your correct, current and complete details. You agree that you will not use the Website for criminal, fraudulent or illegal activity or in any manner which would cause harm or distress to any third party. If we suspect fraudulent account activity or behaviour, we reserve the right to suspend, restrict or terminate your access to the Website at any time without notice.

If you wish to contact us, please email us at customerservice@fragrantempire.com

Any complaints should be made by emailing us. Where possible, we try to acknowledge complaints immediately, but all complaints will be acknowledged within 7 working days. The customer will be informed of all progress.

Company Information

Fragrant Empire operates this website.

Orders, Payment and Delivery

For full delivery details, please visit our delivery page.

For our full Returns Policy, please visit our returns policy page.

Fragrant Empire only sells 100% genuine products. We do not sell any fakes or copies.

Images are only for illustration purposes and may differ from the product received. This may be simply due to new packaging; however, colours on some items, in particular (but not limited to), cosmetic items, may vary due to limitations within the photographic process and screen variations.

All stock and prices are subject to availability. Items added to the basket may change as you checkout, so please recheck your order before submitting payment.

Please note that some manufacturers are actively trying to cut down on plastic products and are no longer using cellophane wrapping or plastic wrapping on goods. This is to make goods more environmentally friendly; therefore, not all our goods will arrive cellophane wrapped.

All prices listed in GBP(£) include VAT.

The price of a product shall be as stated on the website at the time you place your order except in the case of obvious error. If we discover an error in the price of a product you have ordered, we will not be liable to supply that item to you at the stated price. In this event, we will either contact you to confirm your order at the correct price or cancel your order and ensure all funds are returned.

We accept payment by credit/debit cards: Visa Debit, Visa, Mastercard, Delta, Paypal or Apple Pay. Fragrant Empire will not be liable for charges or payment processing fees associated with your chosen payment method, should they apply.

At busy times orders may take 2-3 days to be dispatched. Most orders are received within 2-3 business days after dispatch. As we cannot guarantee the speed of the postal service, please allow up to: 8 business days for Tracked delivery. If you have not received your order after the time periods outlined, please contact us straight away and we will do all we can to help.  Any non receipt claims need to be made within 30 days of our stated maximum delivery time frame.

Orders may be subject to extra security checks at our discretion. This may include confirmation of Credit/Debit card details, PayPal details, or full address details. Fragrant Empire reserves the right to request payment by an alternative method or cancel orders if this information cannot be supplied.

In some circumstances, initial postage prices quoted during the order may not be sufficient to cover actual postage costs. Should this be the case, Fragrant Empire reserves the right to request payment of the price difference in the postage costs before fulfilling and dispatching the order.

Fragrant Empire reserves the right to cancel or refuse orders at any time, restrict quantities of certain items, or deliver certain orders to the Billing Address only at the discretion of our management.

Fragrant Empire reserves the right to withdraw, restrict the use of promotional codes, and restrict the use of promotional codes in conjunction with one another.

Once an order has been placed, Fragrant Empire cannot guarantee that changes to an order can be made before the order is dispatched.

If Fragrant Empire cannot fulfil part or all of your order due to stock becoming unavailable, we will refund your payment for items we cannot supply. Fragrant Empire will not be obliged to offer additional compensation for the disappointment.

Due to restrictions on shipping certain products to destinations off the mainland United Kingdom, additional postage costs may be incurred due to the number of products that can be sent per order. Should this be the case, Fragrant Empire will contact you to advise before the order is dispatched.

Refunds will be processed via the original payment method.

Rights of Cancellation

If you realise you have made a mistake when ordering, there is a 20-minute window where you can stop your order. Find the order in your account and select the CANCEL button to do this. Unfortunately, it is too late to stop the order if this Cancel button is unavailable.

PLEASE NOTE: If you choose to use our Guest Checkout, you will not have the option to cancel your order online.

You are entitled to cancel your order up to 14 days after the day you receive your order.

Once our fulfilment warehouse begins processing your order, we cannot stop it. However, you can return your unopened order using our original packaging for a full refund.

Please inform us of your intent to cancel within 14 days of receiving your order, and we will provide you with our return address so you can return the goods to us at your expense. Please note we reserve the right to await receipt of the returned goods before issuing your refund.

Upon receipt of your returned unopened order, we will automatically refund the original payment method used to place the order for you.

Faulty, Damaged, Unsatisfactory Quality or Incorrect Item Received

We strive to ensure that your product(s) arrive in perfect condition. However, there may be occasions when errors occur or items are damaged during shipping. Upon delivery, please inspect your product(s) and notify us immediately of any issues. Prompt notification helps us resolve any problems more efficiently. Please ensure you do not dispose of any damaged items, their product or outer packaging, as we will require photographic evidence to support any claims for damages.

If you receive products that are poor quality, incorrect, faulty, or damaged, the following applies:

• Within 30 days of receiving the goods, you can opt for a full refund, including any postage paid or a replacement, subject to availability.

• After 30 days and up to six months from receipt, we will primarily offer a replacement. If the replacement isn’t available (e.g., due to it being out of stock), you will receive a full refund, including postage.

• Beyond six months, you are responsible for demonstrating that the goods were faulty at delivery. We will assess the situation and, based on the specifics, offer a replacement, a partial, or a full refund.

Your consumer rights cover you for faulty products not as described or damaged on arrival.

For information on your statutory rights, visit the UK Government’s website at www.direct.gov.uk.

Security

Fragrant Empire website is secured by a secure sockets layer (SSL), ensuring all user information is encrypted before being sent across the internet. All card payments are processed using Stripe’s secure electronic payment solutions. Following GDPR, we may pass your personal data to third parties who are authorised data processors or service providers (i.e. Stripe, Royal Mail). Data processors or service providers will not share your personal information with any other organisation without our approval. They will also hold the data securely and retain it for the period we instruct.

VAT and Sales Taxes

Don’t worry; sales taxes and import VAT on orders dispatched to the European Union are all pre-paid by us via the postal service. You can shop confidently at Fragrant Empire, knowing that the price you see is the price you pay.

Please note: We have no control over taxes and fees on orders sent outside the EU. Please contact your local customs office for details of any possible charges before placing your order.