If you’re looking for help in making perfumes yourself, sourcing ingredients or any other aspect of perfumery you can use this product to purchase assistance from the Pell Wall Perfumer.  If you want to have a fragrance made especially and exclusively for you by us then our Bespoke service is what you’re looking for.

Please check out the FAQ Section below before contacting us as your question may well have been answered there already.  Details of our shipping charges are on the Delivery page: prices, including shipping charges are not negotiable: however occasionally we offer a special discount and these are advertised through our mailing list, which you can join or leave at any time.

Please note that we do not provide advice on perfumery questions free of charge and we do not provide advice on any other uses of the ingredients we sell at all – this includes medical uses such as sandalore in hair-loss or use of the products in food or drink: if you choose to use any of our products for such things you must make your own assessment of their safety and suitability for the purpose.

If you’re hoping to sell us SEO services, please don’t waste your time or ours.

#3

I have bought products from you but cannot find an expiry or shelf date info on the bottle - can you send me their expiration details?

Unfortunately we cannot provide this information.  We regularly check the quality of the materials we sell and if anything has deteriorated it is disposed of: you will not receive materials that are unfit for use.

We are a small business with a small team and simply do not have the time to manage transposing dates onto each individual bottle without significantly increasing the time it takes to fulfil orders and the cost of doing so.

Where we can, certificates of analysis are provided online and these generally indicate an expiry or re-test date.

#4

Do you have a mailing list I can subscribe to?

Yes, we do.

Signing up to our mailing list gets you exclusive, usually subscriber only discounts, special offers and coupon codes.

You'll also be the first to know about any changes or news from Pell Wall HQ.

#5

How do I handle a material that is sold as a powder or crystals?

You can work with powders and crystals in one of two ways:

 If you work by weight and in reasonably large amounts then the easiest way to deal with them is to simply add those to your formula at the start and then add the liquid ingredients to them: by the time you’ve finished the solids will usually have dissolved in the other ingredients but if not a good stir will do the trick.

Alternatively pre-dissolve the crystals or powder in a solvent and then add them to your formula in dilution.  In this case you might like to check out this post on our blog for details of how to go about it.

A method for blending

Note that which solvent to use varies by ingredient but most will dissolve successfully to make a 5% solution in Perfumer’s Alcohol.

#6

Why are products sold by weight?

We prefer to sell ingredients by weight wherever possible because it’s more accurate and also the perfumery industry standard is to measure everything by weight.  Previously very small amounts were sold by volume – 10ml and 5ml – however we now sell even these small sizes by weight and so you will get 5g or 10g, which may result in different fill levels in the bottle due the wide variations in the specific gravity of perfume making materials.  Of course some materials come as a powder in which case different containers are used but it's still always sold by weight.

The only things we still sell by volume are a few solvents and in those cases it is clearly indicated in the product description.

Further details of why we prefer to use weight as a measurement is set out in this blog post where you will also find advice on what sort of scale to buy for the purpose:

Weight or Volume?

#7

Are ingredients available in 10ml sizes always liquids?

No, some ingredients come as a powder and some as a solid that is melted for use. Where this is the case it says so in the product description. You can also tell by checking which categories the material is in – if it’s normally sold as a liquid it will be in the Liquids category if it’s crystals or a solid that requires melting it will be in the Solids category.

Some materials are in both categories where we offer both an undiluted solid and a dilution in a solvent, or where the material has a melting point close to room temperature and so may arrive liquid or solid depending on the weather: again check the description for details.

Note that we no-longer sell most ingredients by volume - 10g has replaced 10ml.

#8

What does product available on backorder mean?

If you see that a product is available on backorder it means that we don’t currently have stock but can make or buy in that material in response to your order.  When you include backordered items we will normally hold the entire order until we have everything in stock and then send it all together.  Only with very large orders will we send the rest and follow up with the backordered items(s), so please keep this in mind if you are in a hurry for any part of your order.

#9

Do any Pell Wall products contain animal derived products? Are they tested on animals?

None of the products available in the Pell Wall shop are derived from any animal source, with the sole exception of our Ambergris Tinctures, which are made from beach collected ambergris.  Also two of the types of Ambrettolide that we sell use a starting material that is secreted by a type of bug: the bug itself is not used but those types of Ambrettolide would not qualify as vegan under the strict definition: Ambrettolide HC Supreme is fully vegan however.

We don’t believe in using animal ingredients such as Civet, which involve cruelty to the animal in the collection process, or such as natural Musk, which involves extraction either before or after death of an organ from an animal that is an endangered species.  We do however offer the finest quality synthetic replacements for these products for you to use instead.

None of the products we sell are tested on animals (other than human volunteers, including the Pell Wall Perfumer) by us or by anyone else on our behalf.  Many of the older materials still cite historic animal testing done in less enlightened times in their safety data sheets but none of our manufacturers have tested on animals for many years.

#10

I need documentation for ingredients I have purchased - how do I get it?

As far as possible we make documentation available for download from the individual product pages for each ingredient.  If the documentation isn’t there we can’t supply it by any other means, in some cases we don’t have it: not all manufacturers provide all documents or any.  In other cases we haven’t prepared it for download, which is a process that costs us labour and therefore money – it’s not something you can demand from us simply because you’ve purchased the product – that service is not included in the product price.

As noted in our T&Cs “Documentation for ingredients is provided by download from the product page only: if you need documentation that isn’t available on the product page please don’t buy that ingredient because we don’t supply documentation by any other means.”

We are aware that when you first move to producing a product for sale in the EU you will approach a Safety Assessor to provide you with the necessary assurance that your product is safe for sale.  Often the first thing they will do is demand every possible item of documentation for every ingredient in the product, thus sending you away on a document chase.  In 2018 the Pell Wall Perfumer had almost 100 perfumes Safety Assessed, yet not a single item of documentation had to be sent to the Assessor except the IFRA Certificate for each fragrance (which is created by the Perfumer responsible for the fragrance) and the list of ingredients.  All the other documentation the assessor already had.  If your experience is different you may want to consider changing assessor!

#11

Are Pell Wall products suitable for use in food?

None of the products available in the Pell Wall shop are certified as food grade by us.

In many cases the materials we buy in are food grade and will almost certainly be perfectly safe to use in food if you know what you’re doing: many customers use our products in food or drink.  However Pell Wall does not use handling methods compliant with food preparation regulations.

Many other products are totally unsuitable for food use either because they are toxic when ingested or we are selling them in a solvent suitable for perfumery that isn’t edible (such as DPG for example).

The Pell Wall Perfumer isn’t a flavorist, and therefore isn’t qualified to advise on safe usage, levels or application: so if you wish to use any of our ingredients in food you must take responsibility for making your own assessment as to their safety and suitability for the purpose.

#12

The discount code you provided doesn't work. What's wrong?

It is possible that from time to time we may make a mistake when configuring a discount code however we do rounds of testing with them to ensure they are working before we issue them.

If yours isn’t working please make sure that you are entering it exactly as displayed, for example our codes are not case sensitive, usually one word with a number and most importantly do not contain spaces or special characters like exclamation marks or other symbols ([email protected]%$).

Most of our codes are issued through our newsletter as part of an email campaign, we will always have the code in text – rather than just in an image – so a good tip to make sure you get it right is to copy and paste it from the email itself.

If you are sure there is an error please contact us.

#13

My order has been marked as completed but the tracking number doesn't work. What's wrong?

The most likely reason is that the parcel has been booked in with the carrier but not yet collected from us.

With some carriers the tracking number we get when we book the parcel in has spaces in it but their tracking systems only recognise the number without spaces, we try to remember to remove the spaces when we copy the number into our system that notifies you but sometimes we forget: if there are spaces take them out and the number should then work.

If your order has been marked as Shipped, but not yet collected from our Shropshire base, you may see the following from our main couriers:

DPD: Tracking will return an error until the parcel is collected and scanned in, after that it should work.  Note that if your parcel was finished after the daily collection, the error may remain until the following day. Our DPD collection is normally about 3pm.

DHL: An error message tends to appear for a short while before their system updates with a message saying 'information received from shipper'. Check DHL's web site for service updates. DHL collections are usually early in the day. Also some DHL parcels go via another courier and we add the DHL tracking number later in the day: in this case you'll get an update to your order when the DHL number is added.

ParcelForce: Will show an error message until the parcel has ben scanned in and registered by their depot. Check ParcelForce's web site for service updates. Parcelforce collections are usually around lunchtime.

Royal Mail: We check parcels in here but then they have to be taken to the local Post Office which is a couple of miles away and then they have to be individually scanned in by them - this usually only happens towards the end of the day and until it's done tracking won't be available.

Please note that once a parcel has been collected from us we are no longer able to provide information on where it may be. We only have acces to the same tracking facilities that you do

#14

I'm experiencing issues using pellwall.com - what should I do?

We are sorry to hear you are having difficulty using pellwall.com.

We would reccommend in the first instance that you clear your browser cache and cookies.

If the problems persists please complete our support form and one of our agents will get back to you or alternatively if web chat is available get in touch there for a faster response.

#15

I've checked out and realised I missed something: can I add to my order?

As long as your order hasn't been shipped yet, Yes:

If you're in the UK just check out in the normal way again but use the 'collect from us' shipping option, which is free. Please make a note in the notes box when you check out of the 'order number' you'd like it adding to so that we know what to do with it. Once your order is in Completed status it's too late to add anything further to it, so if you've decided to add a lot of things it's best to contact us first so that we can delay fulfilment while you do so.

If you're outside the UK proceed as above but you'll also need to change your country to UK so that the system will give you the 'Collect from us' option.

#16

I want to buy in bulk: can Pell Wall sell larger quantities of ingredients than are listed on the web site?

Yes, in almost all cases we can.

Be aware however that the largest quantity of anything that we sell is 25-30Kg and that while anything can be delivered in the UK, some bulk materials are not available overseas.

There may also be a lead time and there will usually be shipping charges too.

Pleasecontact us for a quotation.

#17

Is there a minimum order?

For most countries no.

You can order as much or as little as you like, however please note that our shipping charges are a flat rate so you will get better value by buying more items at once.

The exception to this is countries in the EU VAT area where, from the 1st of July 2021, the EU has decided to charge VAT on even the smallest parcels and to require companies selling into the EU to collect VAT on purchases under 150 Euros on their behalf and pay it to them directly.  That's far too much extra admin for a tiny firm like ours and as the vast majority of orders we receive are well over that amount, meaning VAT is collected on import in the destination country, we have decided to impose a £150 minimum order value for affected countries.

Details of shipping costs are here.

You can find out additional information from the European Commission's official web site.

#18

Are Pell Wall prices inclusive of VAT?

If you’re logged in to pellwall.com with an IP address that is recognisably in the United Kingdom you’ll see prices including VAT, if you appear to be outside the area you’ll see prices excluding VAT automatically.

The site functions like so: products display VAT included prices on the product page, that price is also what you see in your cart once they are added to the cart, the checkout form shows a breakdown of the price excluding VAT and the amount of VAT charged. VAT isn’t being added twice.

Please note that if you are browsing from outside the UK but want your order shipped to somewhere within the UK, for example because it’s a gift or you’re travelling here, then we have to charge VAT on the order and that will be added when you checkout.

Brexit has meant that there is no-longer a link bettween EU and UK VAT so if you are in the EU we won't charge UK VAT on your order, but it is likely that your own Government will charge VAT on Import: we have no control over this and you will be responsible for paying the tax to the appropriate tax authoritiy in your country.

#19

Do I have to pay VAT? Can I get VAT-free supply?

The situation has changed as a result of the exit of the UK from the EU.  

We no-longer charge VAT on orders shipped to any EU destination but you will be charged VAT on import by your own Government, which if you are a VAT registered business you may be able to reclaim: that isn't something we have any control over or can get involved with.

The concept of Inter-community VAT-free Supply no longer applies to UK based suppliers.

#20

I just want to buy one 10g bottle - is there a cheaper shipping option?

Sorry, no there isn’t.

Shipping charges (detailed here) are carefully chosen to be as fair as possible to all our customers and ensure that shipping costs are covered. We try to neither make a profit or a loss on shipping charges.

It often costs us the same to send a small package as it does to send a larger one. That’s not just the courier charge but also it has to go into a box with packaging around it to ensure it doesn’t get broken and someone has to be paid to pack it: then there’s paying someone to take it to the courier or paying for collection and finally the cost of the carriage itself. In all cases a significant part of the cost is paying someone to pack your order – it’s not just the cost of postage.

Why not combine your order with a friend to save shipping costs? Or wait until you need several things?

#21

Do you ship to my Country?

Almost certainly yes.

We ship worldwide, the only exceptions are areas that the UK is currently enforcing sanctions or restrictions against or that is an active war zone. Please see our delivery information page for more details.

Since Brexit we have encountered difficulties with customs in some European countries and in some cases have stopped shipping to those countries (countries affected are listed on the delivery information page).  Often the problem relates to restrictions imposed in those countries on imports of cosmetics and in that case if you have a company and a license as required by your countries regulations, we may be able to make an exception for you: if that is the case please get in touch prior to ordering.

If you are not offered a shipping option when you go to checkout, please use the web support email address to let us know and we will sort it out for you if we can.

#22

Where is my order?

When your order has been shipped you will receive a tracking number. This tracking number may not work until the package has been scanned in at our courier’s sorting facility.

From to time to time demand for our products can be high and there maybe a delay to shipping your parcel – these delays are heavily advertised across our site, social media and email newsletter campaigns.

Submit a Support Request

Or call us:

+44 1883 212040

Calls are charged at your local rate, mobile charges vary according to your network provider. All calls are recorded and monitored.

Phone support available during opening hours.

Web support via web chat and contact form available outside of opening hours.

Pell Wall Perfumes
Four Winds, Sandy Lane
Pell Wall
Market Drayton  TF9 2AE
Shropshire
United Kingdom

+44 (0) 113 868 4182

Calls are charged at your local rate, mobile charges vary according to your network provider. All calls are recorded and monitored.

Only order and tehnical support can be provided by phone.

Phone support available during opening hours.

Web support via web chat and contact form available outside of opening hours.

Opening Hours:

Monday: 8AM – 5PM

Tuesday: CLOSED

Wednesday: 8AM – 5PM

Thursday: 8AM – 5PM

Friday: 8AM – 5PM

Saturday: 9AM – 12PM

Sunday: CLOSED