FAQ: Frequently Asked Questions

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If your order has been marked as completed, but not yet collected from our Shropshire base yet, you may see the following from DHL and ParcelForce – our main couriers;

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.

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.

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.

All perfume ingredients, by their nature, are volatile and will evaporate away if not kept sealed in: if hey were not evaporating we wouldn’t be able to smell them. If they had evaporated awy though, the bottles would be empty (and even then would stay smelly for months).

Most ingredients will dissolve fairly easily in ethanol up to about 10% but they do need some agitation: at Pell Wall we use an automatic stirrer for this but if you don’t have one, we recommend carrying a sealed container arround in your pocket for a while to ensure it dissolves as quickly as possible – a little warmth will help too – but we don’t recommend direct heating of ethanol as the vapour can form an explosive mixture with air.

Some materials are exceptionally difficult to dissolve or need solvents other than ethanol but where this is the case it is mentioned in the individual product descriptions.

We are always looking to expand our range and regularly procure new and interesting ingredients.

It is recommended that you signup to our mailing list if you haven’t already as that is where you’ll likely see the news first.

Unfortunately the functionality to select the sample products for the ‘Pack of Five Samples (UK)‘ and the ‘Pack of Five Samples (International)‘ on the product pages doesn’t exist yet.

Instead, to select which samples of perfume you would like you need to write them in the special notes/comments field when you checkout.

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 your’s 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 (!@%$).

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.


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.  Details of shipping costs are here.

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.

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.

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 use the contact form or web support email address on the contact us page.

Take a look at the odour tags and choose one that reflects the type of smell you’re looking for: you’ll be shown all the ingredients that have that aspect so that you can choose which ones suit your needs. 

For example if you’re looking for a cucumber note, choose the cucumber tag and you’ll see all the ingredients that have that aspect. 

This is really asking for an apprenticeship in perfumery in one question!  However we stock well over 100 materials that act as fixatives and have a category for those so that you can easily find them.  If you’re new to blending your own perfumes we recommend you start by looking at some of the musks in that category. 

Sorry, no there isn’t.  Shipping charges are carefully chosen to be as fair as possible to all our customers and ensure that shipping costs are covered.  It 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.  Buying in bulk large boxes cost only a few pence more per box than small ones so there’s no real saving there either. 

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

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 pages for more details.  Please note that we are only able to deliver to business addresses in Russia, but there is an alternative service linked on that page that will enable you to have your goods delivered to a residential address.

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 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 you’re 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.