Contact information

1. CUSTOMER SERVICES

1.1 Customers may contact Customer Services using the contact details published on the website.

1.2 Customer Service contact methods may include:

1.2.1 email;

1.2.2 telephone;

1.2.3 live chat;

1.2.4 contact forms; and

1.2.5 social media channels where appropriate.

1.3 Where reasonably required to assist investigations, customers should provide:

1.3.1 order numbers;

1.3.2 contact details;

1.3.3 relevant photographs;

1.3.4 product details; and

1.3.5 supporting information.

2. CUSTOMER CONDUCT

2.1 We expect all communications with staff and representatives to remain courteous and respectful.

2.2 Where behaviour is abusive, threatening, discriminatory, fraudulent, excessive or otherwise inappropriate, we reserve the right to:

2.2.1 restrict communications;

2.2.2 terminate calls or live chat sessions;

2.2.3 refuse service;

2.2.4 block accounts; or

2.2.5 report matters to relevant authorities.

3. COMPLAINTS

3.1 Customers wishing to raise complaints should contact Customer Services in the first instance.

3.2 We aim to investigate complaints reasonably and fairly.

3.3 Resolution times may vary depending on:

3.3.1 complexity;

3.3.2 third party involvement;

3.3.3 courier investigations; or

3.3.4 fraud prevention checks.

3.4 Certain complaints may require supporting documentation before resolution can be determined.

4. CONTACT DETAILS

4.1 Customer Services Email: customerservice@fraegra.com

4.2 Telephone: 0161 850 0767

4.3 Registered Office: Fragrance Quarters, 80 Mosley Road, Trafford Park, Manchester M17 1LE

4.4 Customer Service Hours: Monday to Friday 8:00am to 9:00pm and Saturday and Sunday 8:00am to 5:00pm.