FAQ

In order to resolve your query as quickly as possible, we suggest you review our frequently asked questions below.

If your question is not answered here, please contact customer services and we’ll see if we can help!
When will Between Us be available in my country?

Please see our release schedule for details on when the Between Us collection will be available in your country.

Is there a maximum number of products I can buy in a single transaction?

Yes - each customer is allowed to purchase a maximum of 4 individual products per transaction.

How do I know if something is out of stock?

Any out of items will be listed as such, you'll see a little box next to the item saying "email me".  This will allow yoy to request an email from us to know when that item is back in stock – or you can add them to your wishlist and check back at a later date.

 

If you order an item that goes out of stock during the ordering process, our customer services department will notify you if any items are out of stock once your order has been received.

Are the products advertised on the site genuine?

Yes - all products we sell are 100% genuine.

Is the price on the product the full price?

Yes, unless otherwise detailed, all our prices are the full price.

How quickly will I receive my order?
Please see our Delivery Times page for information on how quickly your order will arrive.
CHRISTMAS DELIVERY

When can I order a product to be delivered before Christmas?

 

 

Please check the delivery times for your country here

 

However, as it is a very busy time of year for our courier company, we would highly recommend that you place your order no later than Friday 18th December 2015.

Do you deliver to my country?

I can't see my country on the drop down menu when I try to place an order - why?

Unfortunately, due to international shipping regulations, we can not deliver our fragrances worldwide.  Please see below a full list of where we DO deliver to, if your country isn't on this list, we can not deliver to you.

 

United Kingdom

France

Austria

Belgium

Bosnia & Herzegovina

Bulgaria

Croatia

Czech Republic

Denmark

Estonia

Finland

Germany

Greece

Hungary

Iceland

Ireland

Italy

Latvia

Lithuania

Luxembourg

Netherlands

Northern Ireland

Poland

Portugal

Romania

Slovakia

Slovenia

Spain

Sweden

If I still have a shipping and delivery query, who do I contact?

Please follow the instructions detailed in the email you received as confirmation that the item was out for delivery.

If you have not yet made an order, please visit our Contact Us page.

What happens if I am not in when your carrier calls?

We will attempt to delivery to your neighbours on either side and directly opposite, if the neighbour can sign for the parcel we will send you an email and text message to confirm the parcel has been delivered and where, along with a picture of the neighbour's front door.

If neighbours aren’t available to sign for your parcel we will email and text you to let you know and will leave a card which will give you multiple options for rearranging your delivery.

Will I have to sign for my delivery?

Our delivery service does require a signature upon receipt, however you will have options to authorize us to leave your parcel in safe place. In this event, we will take a photo of the parcel in your safe place and email it to you, along with the confirmation that it has been left as requested.

There are other options for delivery, which will still require a signature.

Where will my order be shipped from?

Our warehouse in based in the UK.

Can I amend an order once it’s been submitted?

If you would like to add to your order, please contact our Customer Services team immediately and we will do our best to accommodate your request.

If you would like to cancel the whole order of part of your order, please contact us immediately and we will do our best to accommodate your request.

I’ve checked my spam folder but I still don’t have my order confirmation email. What should I do next?

If for any reason you do not receive an ‘Order Confirmation’ email, it may mean that your order is awaiting the clearance of funds. Even though funds may have been deducted from your account, our payment provider may need to do some additional checks to ensure that the order can be fulfilled.

If for any reason, we cannot fulfil your order, your payment will be refunded to you in full. However, as soon as the payment provider has approved the transaction, your order will be processed in the normal manner.

I haven’t received my order confirmation email. Has it been sent?
The email was sent once you completed the checkout process. If you can't find it:
  • Check your junk folder as it may have been marked as ‘spam’.
  • Make sure that you check the same ‘inbox’ of the email address you used to purchase the product.
  • If you have paid via PayPal, ensure that your PayPal account log in email address is the same as the one you have used to purchase the product.
How can I be sure that my order has been placed correctly?

If your order is successful, you will receive a confirmation message on screen. We will also send you an ‘Order Confirmation’ email within the next few days.

Can I place an order and pay for my goods over the telephone?

No – due to the volume of enquiries we receive, we have automated the process and made it as simple as possible to buy the goods online.

How do I place an order?

Simply go to our shop and select the products you wish to purchase and add them to your basket. Enter your personal details including your credit or debit card details in our secure shopping area and leave the rest to us.

Is this a safe website?

Yes – We automatically encrypt your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128 bits (the highest level commercially available).

How secure is my data?

We use the information we collect from you to process orders and to inform you about their progress. We will not sell, loan, or share any information regarding our customers to any third parties unrelated to www.OneDirectionFragrance.com or its affiliated companies. Please refer to our Privacy Policy (see link in the footer of the site) for further details.

What currencies can I pay in?

All transactions on our website are handled in UK pounds sterling (£). If you are purchasing a product from outside the UK, our payment gateway will automatically convert your currency using the most current rate available to £ sterling.

What are the different ways I can pay?

We accept payment via Credit and Debit Cards and PayPal.

Can I track the order I have just placed?

Yes.

As long as we you provided a email address or mobile number when submitting your order, you will receive a notification letting you know when the parcel has been dispatched and providing you with options for delivery.

On the day of delivery you will receive a notification email letting you know when your 1 hour delivery window is, plus additional options in case you are unable to receive your parcel during this hour.

What do I do if a product I order is not suitable?

TBC

We want you to be completely satisfied with your order and we would hope to resolve any problems you may have. Simply return the item to us within 7 days of receipt and we will give you a refund of the goods value or exchange it for something else. All returned items should be in their original packaging and in resalable condition.

Please include details of why you are returning the item and whether you would like a refund or an exchange. If you are requesting an exchange, state the product of the item you wish to receive. We strongly recommend that you obtain proof of despatch when returning items in case they get lost.

What if I experience a problem with the website whilst in the middle of my order?

If you encounter any problems via our website which you feel we need to be made aware of, please contact our technical team on website@edenparfums.com

They will investigate the problem as soon as possible and advise you accordingly.