FAQs

Top FAQs

Fear not – an email will land in your inbox as soon as your order is shipped, replete with all tracking particulars.

None of our products, nor the ingredients that go into them, are tested on animals – and we only work with people who abide by the same strict standards. We never ship our products to markets that would require such testing.

But of course. The very best way to find your perfect perfume is to book a private fragrance profiling, available at many of our boutiques. Alternatively, our online fragrance profiling will guide you toward the safe harbour of your signature scent.

We hope it’s love at first sight. But if not, we’ll refund or replace free of charge within 60 days. 

 

The Penhaligon’s Promise applies in the UK and Europe on products bought from our website for personal use (not resale).


Please note:


Refunds include the retail price of the returned product shown on the verified dispatch note, plus postage at standard delivery rate
Refunds can only be credited to the debit or credit card used to buy the product
Returns within the UK are free. If you’re returning something from elsewhere in Europe, you’ll need to pay postage
Bulk, automated or third-party claims cannot be accepted
You can only return one of each product at a time
 

Do you have a question about the Penhaligon’s Promise? 


Consult our FAQs


Call us on +44 (0) 800 011 9877 


Email us at [email protected] 


 

UK Online Returns 

If you’d like to return something you bought from our website and you live in the UK, simply send it to us at: 


FREEPOST

RTSX-AKXX-CLGG

Penhaligon’s by Request

Returns Department

3rd and 4th Floor, 1 Cathedral Piazza, 123 Victoria Street 

London 

SW1E 5BP


Be sure to include one of the following:

your original shipping note 
a cover letter with your contact details and order number
our Model Cancelation Form

We recommend you get proof of postage. 


 

Europe Online Returns

If you’d like to return something you bought from our website and you live elsewhere in Europe, simply send it to us at: 


Penhaligon’s by Request

Returns Department

3rd and 4th Floor, 1 Cathedral Piazza, 123 Victoria Street 

London 

SW1E 5BP


Be sure to include one of the following:

your original shipping note 
a cover letter with your contact details and order number
our Model Cancelation Form

We recommend you get proof of postage. Unfortunately, we cannot accept liability for products lost, undelivered or damaged in the post.

The Penhaligon’s Promise does not affect your legal rights or your rights in relation to faulty or misdescribed products. 

All FAQs

A few of our products are unsuitable for vegans. Simply ask a team member in any of our boutiques, and they’ll happily point you to those that are.

How long is the cat’s tail?


One’s fragrance comprises head, heart and base notes. The head notes disappear in 15 minutes or so, but the base notes may linger all day – especially if one wears a strong eau de parfum.


A perfume fades faster when the air is dry, and spirits are high. But the memories? They last a lifetime.

Accidents do happen. Just follow the instructions to request a new password, and all will be well.

Welcome, adventurer! One can order all of our products via Borderfree, for shipping worldwide.

We’re glad you asked.


Everyone at Penhaligon’s follows our environmental policy, which reads thusly:

 

1.   Penhaligon’s will conduct all operations in a manner that demonstrates its respect for the environment and awareness of potential environmental impact.

2.   Penhaligon’s is committed to improving and enhancing environmental performance on a continuous basis.

3.   Environmental sustainability will be part of everyday decision making.

4.   Sourcing of raw materials and processes will be consistent with a positive approach to the environment and our business principles of excellence in product, design and quality.

5.   Penhaligon’s will only employ suppliers who adhere to the principles of Penhaligon’s Environmental Policy and work with them to reduce the environmental challenges.

6.   Penhaligon’s will rigorously adhere to all current environmental laws and regulations and commit to other voluntary principles to which we subscribe.

7.   Increase awareness of environmental responsibilities among staff and customers.

8.   Minimise waste and pollution and develop and operate environmentally sound waste management procedures.

9.   The policy will be made available to the public and employees.