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faq

  • How do I place my Perfume order?
    Find the Wales Perfumery item you wish to order by browsing our Shop. When viewing the product click ‘Add to CART’. You will see your cart (The small shopping bag icon in the top left of the page) has refreshed to include your item. Add any further items in the same way and when you’ve finished shopping, click on the icon to checkout. Proceed to checkout by entering your personal details and payment information. Once you’ve completed all your details, you will be taken to an ‘Order Successful’ page which will include your Order Number an Order Confirmation will also be emailed to you. If you do not get this confirmation, please let us know immediately info@walesperfumery.com
  • Can I change my order?
    Can I change my order? You can ask, so please get in touch, and we’ll do our best to accommodate any amendments. Please bear in mind that your chosen method of delivery will impact our ability to amend any orders, so it may not always be possible.
  • Can I add an item to my order?
    Can I add an item to my order? We will try, so please contact us as soon as you can. Please bear in mind that your chosen method of delivery will impact our ability to add items to orders, so it may not always be possible.
  • What payment methods do you accept online?
    What payment methods do you accept online? You can pay with all major credit and debit cards when shopping with us online.
  • Can I pay with PayPal?
    Can I pay with PayPal? Yes, we accept payments by PayPal.
  • When will the payment go out of my account?
    When will the payment go out of my account? We take payment when you place your order. We will not dispatch your order until payment has been confirmed.
  • What is ‘Verified by Visa’ and MasterCard ‘SecureCode’?
    What is ‘Verified by Visa’ and MasterCard ‘SecureCode’? Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They ask you to create your own password, which you will be asked to use every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.
  • Do your prices include VAT?
    Do your prices include VAT? No. At this time Wales Perfumery are not VAT registered. Therefore, any items purchased from The Wales Perfumery website do not include VAT. This is a UK registered website, and we have no legal obligation to be VAT registered at this time.
  • How much is delivery?
    How much is delivery? Standard Delivery to the UK is £2.99. You can also collect your fragrance from the Perfumery if you are local, you will see this option in the drop down on the checkout page.
  • Do you deliver to the Channel Islands?
    Do you deliver to the Channel Islands? Yes, we deliver to the Channel Islands.
  • Do you deliver to the Republic of Ireland?
    Do you deliver to the Republic of Ireland? No, we do not deliver to the Republic of Ireland as this is part of Europe. We deliver to the UK only, this includes the Channel Islands and Northern Ireland.
  • Do you deliver internationally?
    No. Currently we are unable to deliver outside of the UK. However, we do have representatives in Europe and North America, to purchase our fragrances in Europe follow this link https://www.duftkunsthandlung.de/search?q=wales+perfumery for those in North America please get in touch info@walesperfumery.com For other worldwide purchases please watch this space as we are working on our international distribution.
  • How long will delivery take?
    How long will delivery take? For UK - You should receive your order within 3-5 working days by second class recorded post, but please allow up to 7 business days especially in busy periods.
  • Can I get my order any quicker?
    Can I get my order any quicker? Sorry, we don’t currently offer any express delivery services.
  • Can I select the day I want my order delivered?
    Can I select the day I want my order delivered? Sorry, we don’t currently offer named day delivery.
  • Can I track my order?
    Can I track my order? You will receive a dispatch notice via email when your package has left our care, please contact us if your parcel hasn’t arrived within 7 working days.
  • Do I need to be in to receive delivery?
    Do I need to be in to receive delivery? Yes. If you are not there to receive your order, the postal service will leave a card for you to call to make alternative arrangements or collect.
  • I still haven’t received my order, where is it?
    I still haven’t received my order, where is it? If your estimated delivery date has passed (7 working days) and you still haven’t received your order, please get in touch with us and we will investigate it for you.
  • I missed my delivery, what should I do now?
    I missed my delivery, what should I do now? If you weren't home when delivery was attempted, you should receive a card through your door to let you know where to collect your parcel from or how to rearrange delivery.
  • Can I change my delivery address?
    Can I change my delivery address? Sorry but once you’ve placed your order, we are unable to change the delivery address provided.
  • What should I do if the item I receive is faulty?
    What should I do if the item I receive is faulty? If you think an item in your order is faulty, please get in touch with us info@walesperfumery.com stating your order details.
  • Part of my order is missing?
    We’re sorry you haven’t received all your order, please get in touch info@walesperfumery.com stating your order details so that we can look into it for you. We’re sorry you haven’t received all your order, please get in touch info@walesperfumery.com stating your order details so that we can look into it for you.
  • You’ve sent me the wrong item, what should I do now?
    You’ve sent me the wrong item, what should I do now? We’re sorry, mistakes do happen occasionally. If you’ve received the wrong item, please get in touch info@walesperfumery.com stating your order details so that we can look into it and resolve it as quickly as possible for you.
  • Can I cancel my order?
    Can I cancel my order? You can but be quick. We aim to dispatch all orders the next working day and so we may be unable to stop it from being dispatched to you. However, you still have a legal right to cancel your contract with us at any time within 14 days without giving reason. The cancellation period expires 14 days from the day after you receive the products. To cancel your order, you must inform us in writing and return the products to us within 14 days of receiving it and at your own cost. You will receive a full refund of the price paid for the products upon their return and inspection. Unfortunately return postage is non-refundable.
  • How do I return my order for a refund?
    How do I return my order for a refund? We do not accept Fragrance returns for hygiene reasons unless the product is faulty, and we will replace within 7 working days. If your product arrives damaged, or you have a complaint about your item, or would like a refund, please email info@walesperfumery.com in the first instance so that we can look into arranging a refund or replacement if applicable. To process any refund or exchange we would require a proof of purchase along with photographs of any damage. If asked to return the item Please securely package the items you wish to return, include a note explaining the reason you wish to return the product and post to: Wales Perfumery, Old Monmouth Road, Mitchel Troy, Monmouth, NP25 4HX. For all returns, please retain your certificate of posting until you have received confirmation of our receipt of the item. Unfortunately return postage is non-refundable. Please note that all returns are at your own expense. Wales Perfumery will not refund the cost of return postage.
  • How long will it take to process my refund?
    How long will it take to process my refund? If you are due a refund we will endeavour to refund you within 14 days of your receiving your returned order and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately, these timescales are dependent on your card-issuing bank and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back into your account any quicker.
  • I’ve purchased a package or multi-buy, but wish to return a single item?
    I’ve purchased a package or multi-buy, but wish to return a single item? If you have purchased a kit, or package of goods, you must return the entire package as sold. Similarly, this applies to any multi-buy discounts or promotions (except for an exchange where products are faulty/defective), alternatively Wales Perfumery reserves the right to charge you for the goods retained by you at the full price quoted on our site. In the case of faulty or defective goods being received please contact get in touch with us to discuss.
  • What Ingredients do Wales Perfumery use?
    What Ingredients do Wales Perfumery use? Please refer to our full list of ingredients and allergen information which can be found on the product page for each fragrance.
  • Are your bespoke perfumes tested on animals?
    Are your bespoke perfumes tested on animals? No. None of our ingredients, components parts that we or our suppliers use have been tested on animals. Cruelty free. No animal derived ingredients
  • Are your bespoke perfumes suitable for vegans?
    Are your bespoke perfumes suitable for vegans? Yes! All of our fragrance materials are vegan-friendly.
  • Where are your fragrances manufactured?
    Where are your fragrances manufactured? Crafted in our perfumery lab. All our fragrances are manufactured by us, in Wales.
  • Where are your fragrances manufactured?
    Where are your fragrances manufactured? Crafted in our perfumery lab. All our fragrances are manufactured by us, in Wales.
  • Who can wear the fragrances?
    Who can wear the fragrances? All our fragrances are Gender Neutral and smell quite different on different individuals.
  • What is lab in a box?
    What is lab in a box? Lab in a box is a unique way of creating your own bespoke fragrance at home. Everything you need including the raw materials, pipette, work booklet and instructions. A great way of hosting your own Fragrance creation evening with your partner or friends. Each Lab in a box contains ingredients for 1 bespoke fragrance.
  • What is a perfumery experience?
    What is a perfumery experience? The Perfumery Experience is a way of experimenting with raw materials to create your own bespoke scent.
  • How do I know which experience/workshop is right for me?
    How do I know which experience/workshop is right for me? Each of our experience descriptions explains what the content of the workshop will be, for example the bespoke perfume creation experience will not cover topics such as perfumery history, in-depth raw materials, and other content. For a more in-depth workshop please choose our Masterclass, if you still have questions after reading the descriptions please get in touch.
  • I would like to book a workshop but where are they available?
    All of our workshops take place at our labs (unless it is a personalised corporate event arrange specifically at a location chosen by you). Our labs are located in a 500 year old Secret Walled Garden just outside Monmouth, in the beautiful Wye Valley countryside. Our workshops must be booked in advance, site entry is strictly by appointment only.
  • Can I give a workshop/experience as a gift?
    Can I give a workshop/experience as a gift? Yes, it’s the perfect gift. If you are purchasing the experience as a GIFT, then please use the ADD TO CART option on the workshop/experience page. If you require a physical voucher, please advise at check out in the information box they are posted within 5 working days. Vouchers are valid for 1 year and non-refundable.
  • How do I schedule a workshop from a gift voucher I received?
    How do I schedule a workshop from a gift voucher I received? To join one of our workshops, visit our website walesperfumery.com check available dates and use the contact us, chat or email info@walesperfumery.com to book.
  • What if I can’t find a date?
    This means we are fully booked for that particular date, we can add you to our waiting list, if you would like to do that please email info@walesperfumery.com telling us which workshop/experience and date you would like to be waitlisted for. This means we are fully booked for that particular date, we can add you to our waiting list, if you would like to do that please email info@walesperfumery.com telling us which workshop/experience and date you would like to be waitlisted for.
  • Are vouchers interchangeable?
    Are vouchers interchangeable? All our vouchers are fully flexible and can be redeemed toward any workshop / Experience.
  • I have ordered an experience but haven't received my voucher.
    I have ordered an experience but haven't received my voucher. If you have purchased an experience and would like a printable voucher sent electronically, please let us know in the checkout information box and confirm the email you would like it sent too. Please check your spam box to make sure our emails don't fall into there.
  • What if I can’t print my Experience Voucher?
    What if I can’t print my Experience Voucher? If you require a physical voucher, please advise at check out in the information box they are posted within 5 working days. Valid for 1 year and non-refundable.
  • Is there an age limit for workshops?
    Is there an age limit for workshops? Yes, the minimum age is 13. Participants between the ages of 13 and 16 are welcome to attend, provided they are accompanied by an adult over 18 and will be expected to pay the same fee as all attendees.
  • Can I attend a workshop while pregnant?
    As many essential oils are advised to be avoided during pregnancy and these raw materials may be present during our workshops we advise that you should not attend whilst pregnant.
  • Can I just turn up for a workshop?
    Can I just turn up for a workshop? You must pre-book before attending any of our workshops/experiences and receive confirmation from us in writing that you are booked.
  • How long are vouchers valid for?
    How long are vouchers valid for? All our vouchers are valid for 12 months from purchase.
  • Can my friend/s come if they are not taking part?
    Can my friend/s come if they are not taking part? We are sorry but spectators are not permitted in our workshops, space is limited, and all attendees need to be participating.
  • What if I am late for my workshop/experience?
    What if I am late for my workshop/experience? Please be punctual for your workshop, no participants will be admitted to the workshop once the allocated time has begun.
  • If I love my own creation, can you make more for me?
    If I love my own creation, can you make more for me? Yes, we can, go to the workshop pages of the website and purchase ‘Your Bespoke Fragrance’ and we will make you a 50ml - Eau de Parfum of your fragrance. This order will be subject to shipping costs.
  • Can I get a refund?
    Can I get a refund? No refunds are given for workshops although you can reschedule if you need to cancel (if your cancellation is within 72 hours of your booked workshop/experience we hold the right not to offer rescheduling).
  • Are workshops/experiences only for women?
    Are workshops/experiences only for women? No! Everyone is welcome to attend our workshops/experiences.
  • Is there accommodation available?
    Is there accommodation available? Yes! We have ‘boutique glamping’ accommodation in our walled garden if you wish to stay visit our website www.thesecretwalledgarden.com and book directly for the best price.
  • I have a medical condition that I wanted to check with you?
    I have a medical condition that I wanted to check with you? We are not medically qualified and therefore can not make the decision that it is or is not safe for you to attend any of our workshops. If you are concerned please discuss these concerns with your doctor prior to purchasing/booking a workshop/experience
  • What are the terms and conditions for Events?
    What are the terms and conditions for Events? These are available on request.
  • Can I cancel my event booking?
    Can I cancel my event booking? You can ask but you need to tell us as soon as possible and there will be cancellation costs. Please get in touch as soon as possible to let us know of your intention to cancel, bear in mind that we will require written confirmation, even if you call to cancel your event. We will make a cancellation charge, and that amount will depend on the amount of time and effort we have put into planning your event. Charges are based on the estimated losses and expenses we may incur should we be unable to withdraw from our obligations with our suppliers. In most circumstances any deposit will be non-refundable.
  • Can my event get cancelled?
    Can my event get cancelled? Yes. Although this is rare (it hasn’t happened to date). There may be occasions when, due to unforeseen circumstances, Wales Perfumery may be forced to cancel a corporate fragrance event. These include but are not limited to inclement weather such as snow or flooding. Venue safety or supplier concerns that lead to us being concerned for our guest's safety. The outbreak of a contagious disease that poses a health risk. Please refer to our Emergency Cancellation Policy for complete details.
  • What if my event gets cancelled?
    What if my event gets cancelled? In the case of an emergency cancellation, we will contact you to establish the next steps, which may include alternative locations, dates, and times for class to be completed. Please refer to our Emergency Cancellation Policy for complete details.
  • Can I amend my private/corporate event booking?
    Can I amend my private/corporate event booking? You can ask, but we cannot guarantee that changes can always be made however we will work with you try to manage any requirements. Where a change can be made, we will not charge an amendment fee however you will be charged for any extra costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. Where the price of your event depends on the number of people booked and extra people are added to the booking, the price will be reworked based on the new number of people going. You will be required to pay the increased price.
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