Terms of service
Contract of Sale
The contract of sale is formed when we accept your order. You have the right to cancel within seven days of the contract, or seven days of receipt of the goods (whichever is the longer) should you wish to do this please contact us to arrange any necessary returns: we will refund your purchase price as soon as the goods have been received. Please note that this does not apply to goods that are prepared to order (see below for more details). Your order details and personal data are stored and processed in accordance with our Privacy and Security policy.
Shipping and Delivery
Shipping charges are not refundable unless there has been an error on our part. If a shipment that has already been returned to us is to be reshipped an additional shipping fee will need to be paid before we can send it back out.
Note that virtually everything we ship will require a signature / photograph on delivery and will be sent using a trackable service.
Failed and Returned Deliveries
We allow customers to specify an alternative delivery address during the checkout process, it is important to make sure you check the information entered here – if you have used it before it will remember your information. All of our couriers offer a simple way to reschedule or change your delivery information once it has left us.
If your order is returned to us due to multiple failed delivery attempts by our courier partners we will need to charge shipping and handling charges again to send it back out to you! Not only do we incur the shipping expenses as a result of a failed delivery but we also lose vital admin time that could be better used fulfiling outstanding orders or helping other customers.
If your order tracking indicates that your parcel should have been delivered and you have not received it please notify us as soon as possibble, usually within 48 hours unless there exceptional circumstances.
Our couriers are still using contactless delivery methods since the pandemic which mean they do not always obtain a signature so please do check safe areas that a courier may leave the package such as a recycling bin or front porch.
We are unable to take responsibility for items left in communal areas such as flat lobbies or reception areas.
Returns and Refunds
If you buy a bottle of any Pell Wall fragrance without having had the chance to try it first, you can return it for a refund of the purchase price (excluding P&P) if, on the first few sprays, you find you don’t like it. For a refund you’ll need to return it in new condition and in its original packaging. This offer is in addition to your statutory rights and does not apply to samples or ingredients.
If there is a problem with your fragrance please get in touch directly so that we can make it right by means of a replacement, refund or other appropriate action.
Any import taxes or duties paid for goods are not refundable.
Returns and refunds will not be accepted if you have failed to procure valid licenses or fulfil your country’s legal requirements in order to handle any items in your order. If a license or special status (such as being a registered company) is required to import certain goods, it is your responsibility to ensure you hold valid accreditation and supporting documentation.
In cases where packages have been returned to us by our courier partners for failed deliveries, non-payment of customs fees or failing to clear customs checks because the customer did not meet the legal requirements to import the goods we reserve the right to withold a refund, issue a part refund, charge shipping and/or an administration fee.
For returns please contact us first as it isn’t always necessary for you to be inconvenienced by making a return.
Damaged Products on Delivery
In the unlikely event that there is any shortage, breakage or similar problem please contact us within 48 hours to enable us to make it right.
When reporting an item as broken, faulty or damaged please include as much information as possble and please try to include photos of the item, packaging and anything else that may demonstrate the severity of the damage or fault. This not only helps us to validate your case but also to make possible changes to how we ship and pack items to ensure the risk of damage is as small as it can be.
We reserve the right to offer a discount, credit voucher or refund of an item in lieu of a replacement at our discretion.
Please don’t send back a material sent to you in error without contacting us because it isn’t always necessary to return it.
These gift card terms apply to pounds sterling gift cards purchased online through the Pell Wall online store (pellwall.com). Pell Wall reserves the right to change and update these terms and conditions at any time and your purchase or use of a Pell Wall gift card constitutes acceptance of these terms, so please read carefully.
A gift card’s value can be redeemed online only and may be redeemed in full or in part. If only redeeming part of the card’s value, the remaining balance will be available in your account section of our web site and be available at checkout as a payment option until it is spent.
A gift card balance cannot be exchanged for the purchase of consultancy time, additional gift cards or delivery fees and taxes. You may purchase only shippable products from our store and downloadable products such as formulas and other digitally delivered items.
The maximum amount a gift card is available in is £500.
You can check the balance of your gift card by logging in to your account and navigating to the gift section of ‘my account’. If you have an active gift card connected to your account you will also be notified at checkout of the remaining balance available.
Your Pell Wall gift card is valid for 24 months from the date of purchase at which time the card will expire and no longer be available for redemption.
Once a gift card’s bance has been exhausted the card automatically expires. Pell Wall gift cards can not be topped up or used further once the balance has been used.
Only one gift card may be used per online order. You may use your Pell Wall gift card with special offers and promotional discounts.
Should we need to refund an order – either in full or in part – paid for with a gift card, the balance wil be returned to the gift card used at checkout. If the total to be refunded is more than originally paid by your gift card, then any remaining refund balance will be refunded to the other method of payment used by you (i.e. debit/credit card, PayPal or bank transfer).
Balances and card ownership are non-transferrable.
Gift card’s have no cash value and cannot be refunded once issued.
Prepared to order: all perfumery ingredients
Please note that orders for ingredients are prepared to order, which means both that large orders will take a bit longer to be dispatched than orders for fragrances and also that we don’t accept returns of ingredients orders, unless of course there is something wrong with the material, in which case please contact us first so that we can sort it out. Accessories for perfumery are not prepared to order so they can be returned in saleable condition under our usual terms of sale above.
Product Documentation (SDS, Allergen, IFRA etc.)
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. Likewise, if you require specific documentation that we do not list please reconsider purchasing that ingredient from us as we probably don’t have it and cannot supply it.
We are working towards being able to supply a standard set of documentation for all our ingredients products: as we are able to produce such documentation it will be added to the website for download, it won’t be available by any other means.
We do not provide expiration dates, purchase dates, supplier information (except in certain cases and for specific products), batch codes or other information not already made available on the product page or elsewhere on our site.
You may need to be logged in to your pellwall.com account to see certain types of documentation such as IFRA statements.
When you buy ingredients you are buying a product: we don’t provide instruction in their use as part of the sale, if you need such assistance that is available for purchase via the consultancy product.
We supply a number of digital products - such as perfume formulas - which are provided once your purchase has been verified, this is a manual process carried out by a member of our team.
We try our best to verify purchases and supply the download by way of email or online as quickly as possible but where orders come in out of customer service hours or where a member of the team isn't immediately available issue of these files may take longer.
Please allow at least 24 hours before contacting us and if your order was placed over a weekend please wait until the next working day to contact us.
Any communication requesting the file immediately after your order has been placed will be ignored.
VAT and VAT Invoices
We charge the standard rate of VAT to all UK customers.
Our site automatically sends an order confirmation email which is your invoice and includes our registered company number and address, VAT and EORI numbers.
Our invoices comply with HMRC guidelines and include the required information as defined on the GOV.uk web site.
We cannot produce an amended invoice (with different details to your order) on request.
We provide customer service during our advertised opening hours, see the contact page, via email, phone and live chat.
Email and live chat are usually the quickest ways to get help but please note live chat is only avalable when there is someone available to staff it: there isn’t a call centre, usually it’s just one person trying to keep up with multiple customers through multiple channels so please be patient!
Email communication is managed via a helpdesk system.
We have our own, local rate phone number (please see the contact page) that you can use to get help with your order or using the site but we are unable to provide answers to techincal, perfumery questions and do not provide free telephone consultancy via this phone service. if your call goes unaswered and you need to speak to someone please leave a voicemail when prompted, missed calls with no message get removed from our system automatically.
Calls are charged at your local rate, charges vary for mobile phone networks. All calls are recorded so that we can deliver effective customer service.
Please note that we are a small team and customer support is provided away from the lab so it can take time to get back to you.
Discounts and Voucher Codes
All discounts and voucher codes have no cash value and are non-transferable.
Discounts are time-limited and expire within 12 months unless otherwise stated. Promotional events and sales have their own validity timeframes advertised during the promotion.
Discount vouchers can be used towards goods of a higher price than the value of the Discount voucher on payment of the excess by credit/debit card. They are not redeemable against shipping fees or any local tax or duty payable. They are strictly only redeemable against the cost of physical goods or goods supplied digitally such as formula purchases.
Discount Vouchers can be redeemed at www.pellwall.com on any purchase agreed in the specific terms and conditions of that sale.
Discount Voucher refunds are subject to these terms and conditions and are not assignable or transferable.
Only one Discount voucher code can be used per person unless otherwise specified.
Only one Discount Voucher can be redeemed against a purchase in any one transaction unless otherwise specified.
Discount Vouchers cannot be used in conjunction with Promotional and Gift Vouchers unless otherwise specified.
Discount Vouchers are non-returnable.
A Discount Voucher code cannot be claimed on transactions that have already been processed by Pell Wall.
Pell Wall reserves the right to amend the terms and conditions of the Discount Voucher codes at any time and to take any action it deems reasonably necessary which may include cancelling the Discount Voucher.
Voucher codes only apply against the full normal retail price of the product unless otherwise stated.
Voucher codes cannot be used in conjunction with existing offers or loyalty points unless otherwise stated.
We save both guests and customer carts so orders can be built over a period of time.
Ocassionally, due to circumstances out of our control carts may not save correctly and we cannot accept any responsibility for the contents of carts not checked out.
Costs of items in a saved cart may increase or decrease since the items were added. Items previously added may become unavailable and no longer be for sale.
Conduct and Behaviour
Finally please note that we adopt a zero tolerance policy towards rudeness, aggression, threats and any other kind of abuse of anyone acting on our behalf: anyone who engages in such behaviour will be banned from shopping at Pell Wall permanently. We will similarly enforce a permanent exclusion on anyone who attempts to defraud or scam us.
If we block your account and you find a way to circumvent the block or suspension we reserve the right to not enter into any correspondence with you and should there be an issue with your order no refunds, support, exchanges or credit will be given.
We reserve the right to immediately suspend proceedings with a purchase if it believes the customer is in breach of any of these terms and conditions.
The construction, validity and performance of these conditions shall be governed by the laws of England and Wales.