FAQ
Shipping & Delivery
1. SHIPPING LOCALLY
All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.
| DESTINATION | DELIVERY TIMES |
| Australian METRO Areas | 1-2 Business days |
| Australian REGIONAL Areas | 2-4 Business days |
| Australian Remote Areas | 5-7 Business days |
CLICK HERE: FOR AUSTRALIA POST WEBSITE TO FIND THE DELIVERY TIMEFRAME FOR METRO, REGIONAL OR REMOTE AREAS.
** Please note that during busy sale periods, you may experience a delay in receiving your order, we apologize in advance for any inconvenience. Please contact us if you have any questions about your order.
2. HOW DO I KNOW IF I AM METRO, REGIONAL OR REMOTE FOR DELIVERY TIMEFRAME?
Please refer to the Australia Post website to find your postcode.
3. INTERNATIONAL SHIPPING
At this time we do not offer international shipping.
You may opt to use a Shop & Ship Agent.
** Please note we do not accept responsibility for lost or damaged parcels where S&S Agents are used.
*** Please note that during busy sale periods, you may experience a delay in receiving your order, we apologise in advance for any inconvenience. Please contact us if you have any questions about your order
4. CAN I TRACK MY ORDER?
All orders will come with a tracking number which will be emailed to you. Your parcel can be tracked here.
5. HAS MY ORDER BEEN DISPATCHED YET?
We will send you a confirmation email with a tracking number as soon as your order has been dispatched.
7. WHAT IS AUTHORITY TO LEAVE (ATL)?
All orders are delivered by Australia Post or StarTrack and will require a signature on delivery; this will be taken to a nearby Post Office if you are not home.
If you will not be home to receive the delivery, you can add Authority to Leave (ATL) in the notes at the check out to authorise us to arrange your order to be delivered and left at your nominated shipping address without requiring your signature. You will receive confirmation that your order has been delivered via email.
** Please note: Perfume Forever will not be held responsible for any theft or damage if you provide us with the authority to leave your parcel at an unattended address. Perfume Forever will not be in the position to offer a replacement or a refund for any lost or damaged goods as a result of you selecting authority to leave.
8. WHAT DO I DO IF THERE IS A PROBLEM WITH MY ORDER?
Please contact us immediately if you have made an error with your order details.
Please get in touch using the Contact Us Form online or call 1300 990 091 (Mon - Fri, 9am - 5pm AEST, excluding public holidays).
Shopping
1. DO I NEED TO CREATE AN ACCOUNT TO SHOP ONLINE?
No, you do not need to create an account to shop with us online. You can make a purchase using our Guest Checkout.
However, by creating an account online at https://www.perfumeforever.com/ you’ll have access to the following features:
A fast, easy check out - because your details will be stored in our system already!
Order status – you’ll be able to see the status of any current orders.
Past order history – just in case you need to check what you’ve already purchased.
Wishlist creator – send hints to your friends.
Update your details – you can easily change or update your account info.
Change your password – or reset it, if you’ve forgotten.
Store alternate shipping addresses – for shipping to other family members or friends.
Exclusive offers and sales – you’ll be first to hear all Perfume Forever news!
2. WHAT DO I DO IF THE ITEM I AM LOOKING FOR IS NO LONGER AVAILABLE ONLINE?
If the item you are looking for is no longer available online, contact your local store and they will be able to help you find what you’re looking for.
You can find your nearest store by visiting the Store Locator.
3. AN ITEM IS A DIFFERENT PRICE ONLINE AND IN STORE?
We aim to have the same prices online as in store. However, from time to time there may be special online offers that are not available in store and vice versa.
To make sure you don’t miss out on our online specials, Subscribe to our email newsletter or follow us on social media, so we can let you know about special offers and sales.
Returns
1. WHAT IS YOUR RETURNS POLICY?
FULL PRICE:
In store purchases - Items can be refunded with proof of purchase or exchanged for other items without a receipt in stores only
Online purchases - Refundable both in-stores and if sent back to our online store.
SALE ITEMS:
In store purchases - Items can be exchanged for other goods in stores only.
Online purchases - Refundable if sent back to our online store.
** CONDITIONS:
Items returned must be in their original sale condition (original packaging & sealed). Cosmetics cannot be returned for change of mind reasons. Shipping costs from online purchases and phone orders are non-refundable. You will be asked to provide personal details for returns or exchanges for verification purposes.
FAULTY RETURNS:
We want you to be satisfied with your purchase, but if the products you purchase are faulty please contact us on 1300 990 091.
YOUR RIGHT TO A REFUND OF PURCHASE PRICE
You are entitled to a refund for items you purchase from Perfume Forever if the item is:
(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
(b) Not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
(c) Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase and provide Perfume Forever with proof of purchase, such as your original Perfume Forever receipt or bank statement.
If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.
If you are entitled to a refund but you would prefer to exchange the item or receive a Perfume Forever gift card of equivalent value to the item, Perfume Forever is happy to exchange or give you the gift card instead of a refund.
Perfume Forever 'CHANGE OF MIND POLICY'
Perfume Forever is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.
However, under our own Perfume Forever 'Change of Mind Policy', if you simply change your mind we do offer a refund (in some cases), exchange (most cases) or gift card of value equivalent to the purchase price for most items provided that:
(a) You return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and
(b) The item is unused and in its original condition; and
(c) All original packaging and seals are attached to the item; and
(d) You provide an original Perfume Forever tax invoice as proof of purchase; and
(e) Sale merchandise purchased in stores will only be exchanged, not refunded.
Perfume Forever 'Change of Mind Policy' does NOT apply under any circumstances to purchases of the following items:
(a) Cosmetics
(b) Items on Sale ie. Sold As Is. Discontinued and Discounted products.
2. HOW DO I RETURN ITEMS I'VE PURCHASED ONLINE?
To return items to our online store, please follow the steps below:
1. Email a return request to cs2@perfumeforever.com.au: you will need to supply the following information;
Order Number:
Customer Name:
Date of purchase:
Reason for Return:
2. Perfume Forever will reply with a Return Form for you to fill out. Change of Mind Returns will need to pay for return postage.
3. Print your return label with your order (the label will also be emailed to you). Don't have a printer? No problem. You can print your label at a post office - just show the confirmation email on your mobile device and they can print it for you.
4. Include the Return Form with your return.
Then lodge your item at a post office, or drop it into a red street posting box (if size permits).
5. Take your parcel to the counter at the post office if you want a lodgement receipt with a parcel tracking number.
Once we receive your parcel we will process your return and you will receive a confirmation email.
We recommend that you use a tracking number for your returned parcel as we do not accept responsibility for any returns lost in transit.
Our Returns address is:
Perfume Forever Online Unit 1, 175-179 James Ruse Drive Camellia NSW 2142 Australia
3. DO YOU OFFER EXCHANGES?
Unfortunately we can’t accept online exchanges.
Please show your order confirmation email for any in store exchanges.
Alternatively, you can return your items to our online location for a refund and place a new order.
Technical Support
1. MY PAYMENT HAS BEEN DECLINED
Please double check that the account details you supplied (including the expiry date, card type and CCV number) are all correct.
Alternatively, you can enter the details of another card and try again.
If the problem persists you can contact your bank for details of why the payment was declined.
2. I’M NOT SURE IF MY PAYMENT WENT THROUGH, HOW CAN I CHECK?
If the order confirmation page appeared after your payment and you received an order confirmation email then your payment has gone through.
If you’re still unsure, please check your bank statement for any charges or contact us.
3. CAN I CHANGE OR CANCEL MY ORDER?
Once your order has been placed, we cannot make any alterations to it.
If you have changed your mind, we can cancel orders and process a full refund to your original method of payment. Please contact us via email as soon as possible.
Alternatively, you are able to return your items once you receive the parcel back to our online store.
4. WHAT DO I DO IF I HAVEN'T RECEIVED MY ORDER CONFIRMATION EMAIL?
Once you submit payment, you will receive an email to confirm your order. If you don’t receive this, be sure to check your junk or spam folder.
If you are unable to locate your order confirmation email, please contact us.
Payments
1. WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?
We accept the following payments methods online:
Visa
MasterCard
American Express
PayPal
Afterpay
Shopify Payments
Please note that gift cards are not accepted as a method of payment online.
2. WHAT CURRENCY DO YOU USE FOR ONLINE PURCHASES?
All prices are in Australian dollars and you will be charged in Australian dollars (AUD).
3. WHAT IS AFTERPAY?
Afterpay is currently available for all purchases online and in store for over $100 AUD.
Afterpay offers instalment plans for online shoppers within Australia. The payment platform allows you to purchase in four equal instalments, due every fortnight.
Simply choose Afterpay as your payment method at checkout. All of your payments are interest free and you will receive your online order straight away based on standard shipping time.
You can also view the Afterpay terms here.
4. WHAT DO I NEED TO DO TO BEGIN USING AFTERPAY?
- Your order total must be valued at $100 or more.
- An Australian debit or credit card
- To be over 18 years of age
- To live in Australia
- Set up an account on the Afterpay website here or at the checkout online. Your application will be subject to Afterpay’s credit assessment.
5. HOW DOES IT WORK?
At the checkout, simply select Afterpay as your payment option once you have $100 or more worth of product in your shopping bag. You will be redirected to the Afterpay website to process your order.
Register or login into Afterpay to confirm your order. (Please note: The funds for the first payment must be available on your nominated card at the time of checkout).
You will then be redirected back to our website to receive your order success confirmation.
Each order is subject to Afterpay's credit assessment.
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically deduct the instalments from your nominated debit or credit card every fortnight.
6. CAN I RETURN MY AFTERPAY ORDER?
Yes, our current online returns policy applies to all Afterpay online orders
For change of mind Afterpay returns you will need to supply your original Perfume Forever receipt.
With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.
Whilst we do not offer exchanges online, if you wish to exchange your Afterpay purchase, you can do so in store.
For additional information, please view the Afterpay terms here.
7. WHAT IF I MISS A PAYMENT?
For each payment that is missed, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay terms and conditions here.
If you are going to have any issues with the upcoming payment instalment please contact Afterpay in advance for assistance.
8. WHO DO I CONTACT IF I HAVE QUESTIONS ABOUT AFTERPAY?
For any queries about Afterpay, including payments, declined orders, or your Afterpay account, please visit the Afterpay website here.
9. IS THERE A MINIMUM ORDER VALUE FOR AFTERPAY?
There is currently a minimum order value of $100 AUD for Afterpay purchases on all Australian orders online and instore.
10. WHAT CARDS DOES AFTERPAY ACCEPT?
Afterpay currently accepts MasterCard and Visa credit and debit cards issued in Australia. Unfortunately Afterpay does not accept AMEX or any prepaid cards or foreign debit/credit cards.
11. WHEN WILL MY FIRST PAYMENT BE CHARGED?
All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order and 6 weeks have passed since you placed that order.
For online orders under $500 placed thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase. For all orders over $500, your first payment will always be deducted at the time of purchase.
Download the Afterpay App for easy account access and management including to view your orders, make payments and manage account details.
12. CAN INTERNATIONAL CUSTOMERS USE AFTERPAY?
Please note that Afterpay is currently only available for online purchases within Australia online at Perfume Forever and in store. You must have an Australian credit card or debit card and address for billing and delivery.
Gift Cards
1. CAN I USE MY GIFT CARD ONLINE?
Perfume Forever gift cards can currently only be redeemed in any of our stores across Australia but not online.
2. HOW LONG IS MY GIFT CARD VALID FOR?
All Perfume Forever gift cards have a 12 month expiry date from the date of issue.
3. WHAT ARE GIFT CARD TERMS & CONDITIONS?
Please note: That gift cards are only redeemable for products in store and not for cash, another gift card will be issued if the total amount is not redeemed.
Gift cards purchased outside of a Perfume Forever store will need to be activated prior to use which will take 24 hours. Please maintain all receipts as a proof of purchase is needed should you have any issues with your gift card.
** PLEASE NOTE: PERFUME FOREVER GIFT CARDS ARE NON-REFUNDABLE, NON-TRANSFERABLE AND CANNOT BE REDEEMED FOR CASH. GIFT CARDS ARE TREATED AS CASH AND CANNOT BE REPLACED IF LOST OR STOLEN.