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Orders

I'm having trouble placing an order, can you help?

If you’re using the website, make sure you clear your cache and cookies. If that doesn’t work, try using a different browser or incognito mode.

Still having trouble? Send our customer services team an email at contact@edenperfumes.co.uk. Make sure you include the browser/device you’re using, any screenshots or photos, and email us using the same address associated with your account.

Can I amend my order?

Yes, you can amend your order under the following conditions:

Before Shipment: Once your order has been placed, you can amend it until it has been shipped. This includes changes to product selections, shipping details, or payment information.

After Shipment: Once your order has been shipped, we cannot update or change any part of the existing order. This policy ensures timely and accurate delivery of your items.

For any amendments before your order is shipped, please contact contact@edenperfumes.co.uk.

Can I cancel my order?

Yes, you can cancel your order under the following conditions:

Before Shipment: Once your order has been placed, you can cancel it until it has been shipped. Please contact our customer service team immediately to initiate the cancellation.

After Shipment: Once your order has been shipped, we cannot cancel the order. You may need to follow our return policy if you no longer want the items.

For any cancellations before your order is shipped, please contact contact@edenperfumes.co.uk.

I haven't got my delivery confirmation

Make sure you double-check your junk/spam folder as sometimes it can be hiding in there! If you can’t find it and haven’t received your order within our delivery promise, contact contact@edenperfumes.co.uk.

I'm missing an item from my order, what do I do?

We’re sorry if there’s an item missing from your order. Here’s what could have happened:

  • We may have sent your items in separate parcels.
  • The item you ordered may have been out of stock. Check your emails (including your junk/spam) to see if we’ve sent you an email about this.

If you’ve received all your parcels and something you ordered is missing, please get in touch with our Customer Care team within 30 days of your order being delivered.

My order is damaged

We expect all items to arrive in perfect condition. However, if you receive an item that appears to be damaged, please report this to our customer service team within 28 days of receiving your parcel.

To contact customer services regarding a faulty or damaged item, please:

  • Take images: Ensure you take clear images of the damage and the packing slip. Our team will be unable to assist you without these.
  • Keep all packaging: Retain all the packaging as you may be asked to return it.

For assistance, please contact our customer service team via the following link: Contact Us. We’re here to help and resolve any issues you may have with your order.

I have received an incorrect item

We have several checks in place to ensure the accuracy of the orders we send. However, if a mistake has happened and the item you’ve received is not correct, please contact our customer service team for assistance.