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Customer Service FAQ

Who is The Perfume Connection?
The Perfume Connection is a well-established brand in the Australian retail market. We have been in business for over 19 years. Please read our Company Profile for more info.

 

Order Cancellation
Perfume Connection reserves the right to automatically cancel any order we deem suspicious or otherwise fraudulent. We also at our discretion may cancel any order due to a web site listing error or other error due to a computer or human mistake




I can’t find the fragrance I am looking for. Can The Perfume Connection source it for me?
The Perfume Connection offers consumers the largest range of designer and hard to find fragrances in Australia. If we don’t have the fragrance you are looking for in stock just make a request using our Special Orders Request service and will do our best to find it for you!



I have a gift voucher from a retail store can I use it online?
The gift vouchers were only ever designed to be used in store. As such the voucher numbers are not excepted in the check out system. As the retail stores are now all closed we will accept these vouchers online however you must first create an online account if you don't have one and then fill out the details on our "contact us" page and advise the email address you created the account with, the voucher number, voucher value and expiry date so we can verify it in the system. Once this has been done we can add it to your account as store credit for automatic use during the payment section of the checkout process


If I don’t want to give my credit card details over the Internet, can I pay by phone / fax / post / BPAY / Paypal?
Unfortunately we do not currently accept payments over the phone, fax, post or bpay but we do accept Paypal



Can I get my order gift boxed?
Sorry no gift box option is currently available



What if I am not happy with my purchase?
If you are not happy with your product for any reason, perfumeconnection.com.au is happy to exchange it or provide you with a credit on your customer account, providing the product is returned to us in its original condition, undamaged and unopened. Please read our Returns & Refunds section for more info.



How much does delivery cost?
perfumeconnection.com.au uses Toll IPEC service to deliver within Australia:

  • Standard Delivery - $12.00 flat rate Australia wide.

    Please read our Shipping & Freight section for more info. Please note perfumeconnection.com.au does not deliver outside of Australia.



    How long will it take to receive my order?
    Standard delivery time is between 2-8 business days depending on your location. We are based in the Sydney. (Please note that perfumeconnection.com.au only delivers to Australian locations at this time.)



    My delivery hasn't arrived within the expected time frame. What happens now?
    All deliveries are tracked. If you feel that your parcel has not arrived within the expected timeframe, then please contact us and we will investigate further.



    I placed my order today, but my account status says it has not been dispatched. Why is this?
    All parcels are collected from our warehouse at approximately 2:00pm (AEST) each business day. It is only when all the days parcels have been collected, that your member account status is updated to display that your parcel has been dispatched.


    What do I do if I have lost or forgotten my account password?
    Click the sign in / create account button at the top of the screen and select the "Forgot Password" option. You will receive an email with instructions on retrieving or resetting your password.


    Can I change my account details?
    Yes. To make changes to your account details, log-in to "Your Account" using your current email address and password. Once logged in you are able to change your email address, password and billing details. Simply update the appropriate fields and click on “Change” to save the changes.



    Will my personal details remain private?
    Your personal and credit card details are encrypted at your browser before they are sent to perfumeconnection.com.au. Your credit card details are stored on secondary secure servers which are not reachable via the Internet and are under constant 24 hour security surveillance.



    If I buy a tester will it be used?
    When buying a tester from perfumeconnection.com.au, all that it means is that it will come in tester packaging. Usually it comes in a white box, instead of its normal packaging, and if the product comes with a lid, the lid might also be missing. However you can use your old lid from the fragrance to put on the tester. The tester will contain the same amount of fragrance as the same size fragrance bottle in normal packaging and has not been used in any way.



    Is The Perfume Connection allowed to sell testers or NFS items?
    Some miniatures, vials, and testers are marked, ‘sample, not for sale’. This is because companies are normally supplied with a small quantity of these items for free along with the purchase of their regular goods. For The Perfume Connection, this is not the case. The goods are in fact purchased and in order to maintain our fantastic everyday low prices, a fee must be charged. We are not supplied these items for free as the Department stores are.



    If I place a special order will I be charged for it and / or have to buy it?
    No. Placing a special order lets our buying team know what people would like and the demand for it. They will then start searching for it and if they find some, they will contact you with the size, concentrate and price. There is no charge nor any obligation to make a purchase.


    The online shopping system won't let me order multiple items of the same product.
    This is usually because there are limited quantities available in our warehouse. If you wish to check whether we can obtain further stock, please contact one of our Customer Service representatives.


    Does The Perfume Connection offer delivery outside Australia?
    No. Unfortunately, due to customs restrictions, perfumeconnection.com.au are presently only able to offer deliver within Australia. However, if you live abroad, you are still able to select an Australian address to deliver to.