Once an order has entered our warehouse, we're unable to amend it - including the delivery address. We move quickly to get every order out, which keeps the window for changes short. If something needs to change, the simplest route is to cancel and reorder. See 'Can I cancel my order?'
frequently asked questions
Orders
Once an order has been accepted into our warehouse, we can't make changes to it. We process orders as quickly as possible so they can reach you sooner, which means there's little time to amend. You're welcome to cancel instead - see 'Can I cancel my order?'
Email [Fraegracustomer care email] and we'll help you through it.
Klarna lets you buy now and pay later.
Pay Later with Klarna is available to anyone with a UK billing and delivery address. It isn't available with [click and collect / confirm if collection options are available].
- To use Klarna, you'll need to give us your mobile number and email address — they're used to send payment instructions and statements. Please make sure both are correct.
- You'll receive an email from Klarna within two days of ordering, with instructions on how to pay.
- You then have 30 days to settle the balance by credit or debit card, at no extra cost.
- We'll send a reminder two days before payment is due, and again by email.
Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford, or paying late, may affect your ability to obtain credit in future. Available to UK residents aged 18 and over, subject to status. Terms and late fees apply.
If Klarna declines your order, it's usually one of the following:
- Klarna isn't offered on every delivery service— [Confirm which Fraegra delivery options support it].
- Your application may have been declined. Try a different payment method, or a smaller order.
- Your billing address may not match the one your bank or card has on file.
- You may have an outstanding balance on a previous Klarna order. Once it's settled, wait 24 hours before trying again.
- A required field — your mobile number or title — may be missing at checkout.
We run security checks on every order to protect against card fraud. This can include a phone call before your order is processed. We work with fraud prevention specialists and may share order details with them, solely to detect and prevent fraudulent use of your card.
Yes - the option appears at checkout.
Double-check the card details you entered. If they're correct, try again, or use a different card. If it still won't go through, contact your card provider directly.
Your name and billing address must match the details your card issuer holds for you.
If we can't collect payment after confirming your order, we won't dispatch it.
When your order is dispatched?
Visa, Mastercard, Amex, PayPal, Klarna, and our Fraegra Gift Card.
Yes. All payment transactions are encrypted using SSL technology, and your personal details are held in line with data protection law. For more, see our Privacy Policy and Safe Shopping information.
Exactly as secure as the desktop site.
We maintain a secure hosting environment, encrypted connections via SSL, and regular security audits, in line with current best practice.[Original named a specific host — UK Fast. Confirm Fraegra's provider, or remove.]
[Confirm: is an online balance checker available, or in development?] In the meantime, bring your card into[boutique / store location] and we'll check it for you, or email us at [email].
Yes - wherever you shop with us.
12 months from the date of purchase.
Online, or in [confirm Fraegra boutique location(s)].
Delivery
Your courier may leave the parcel with a neighbour rather than return it to the depot. If you can't locate it, email [email] and we'll help you track it down.
No. For your security, we don't redirect parcels once they've been dispatched.
[Confirm Fraegra's courier partners)
(INSERT HERE)
We choose couriers we trust to handle every order with care.
If you ordered with an account, you can check Order Status under My Account. You'll also receive a dispatch confirmation email with tracking — check your spam folder if it hasn't arrived. Or email [email] and we'll find it for you.
Orders that pass our checks are usually dispatched within 24 hours, often the same day. From dispatch, [confirm carrier and time frame] typically takes 3–5 days. There's no Saturday delivery or service over bank holidays, so orders placed on a Friday usually arrive the following Monday.
Track your order: (TRACK MY ORDER)
[Update link to Fraegra's own tracking page]
Returns
Of course. You have 90 days to return a fragrance to us. The simplest way is to bring it into the boutique - unopened, in its original condition, with tags and packaging intact - and we'll process it there.
Can't get to us? Email [email] and we'll help.
Email us within 72 hours of receiving your parcel, at [email]. Please keep all packaging - we may ask you to return it, or send us photographs.
Email us withing 72 hours of receiving your parcel, at [email]. Please keep all packaging, in case we need it returned or photographed.
Every order should arrive in perfect condition. If something is faulty or incorrect, let us know within 14 days and we'll replace it or refund you. Keep the original packaging until the return is complete - if the item is incorrect, please leave the cellophane in place.
To start a return, request an RMA number through My Account, then Order History, then the relevant order, then Returns.
Write the number on the outside of the parcel and post it to the address in your confirmation email. We can only refund or exchange items returned with their original packaging.
Your Account
Email [Fraegra data/privacy email] and we'll take care of it.
On the sign in page, select 'Forgotten your password' and we'll email you a link to reset it.
No - you're welcome to check out as a guest. An account simply makes things easier: save a delivery address, track an order, review your order history, and request a return.
Can't find what you're looking for?
Get in touch.
