FAQs

SHIPPING & DELIVERY

How long will it take for my order to be prepared and delivered?

Once your order is validated by your payment, it is sent to our warehouse for preparation. Our logistics department will then prepare your order within the limits of available stocks within an average of 3 business days. These delays are likely to be lengthened during certain periods (end of year holidays, sales...).

After leaving our warehouse your order will be delivered within 3-4 business days.

Where do you ship?

The orders placed on our site elleparfums.com can be delivered to addresses in the U.K. only.

What are the shipping fees?

Free U.K. delivery on all orders over £30

UK delivery: £

How can I track my order? Will I be notified when my order is on its way?

Once your order has been taken care of by the carrier, you will receive a DPD tracking email in order to follow your order on their platform.

Is it possible to schedule the delivery date of my order?

It is unfortunately not possible for us to schedule or postpone a delivery.

 

RETURNS & REFUNDS

Can I exchange an item?

We do not currently offer any exchange procedures. However, you can return a product if faulty and we will replace it with a new one. 

What are the conditions to return a product?

You have a period of 15 days after receipt of your order to return any faulty products. The products must be in their initial state and packaging, 

How to return a product?

  1. Let us know of any issues with the delivery of your order by emailing customerservice@fragrancegrouplondon.com stating your name and order number, with an image(s) of any damage.
  2. The team will inspect the email, and send out replacement products. 
  3. Please allow 3-5 working days for us to process your return. 

Can I return a product purchased on the website to a retail store and vice versa?

Orders placed on our ELLE Parfums website cannot be returned or exchanged in our partner retail stores.

Are the returns free of charge?

We will take care of return costs of faulty products. 

Is it possible to cancel or modify my order?

Unfortunately, it is not possible to cancel or modify the content of your order (item, address and delivery method...) once it has been validated and paid. If you wish to return one or more items from your order, we invite you to follow the indications mentioned in the section "RETURNS AND REFUND".

PROMO CODES

I have a promo code, when and where can I use it?

Once you have added a product or validated your bag, you can insert your promotional code in the "DISCOUNT" box on the check out page. Then click on "APPLY" to benefit from the offer.

Can I use several promo codes at the same time?

Your coupon code allows you to benefit from a special offer. Unfortunately, you can't cumulate two or more promo codes on the same order. For this reason, the "DISCOUNT" field can only be filled in by one code. All you have to do is choose the most attractive offer for you!