Help Centre
A little guidance can often answer a question before you need to get in touch. Start with the topic that fits your order, or email us and we will help you from there.
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What can we help you with?
Delivery & tracking
Once your order is dispatched, we will email your courier and tracking details. Tracking may take a little time to show its first update, especially when an order has been prepared on Sunday for Monday handover.
Standard delivery is estimated at 2–5 working days after dispatch for most UK addresses. Northern Ireland and other remote destinations can take longer. If your parcel is outside the expected window, email us with your order number and delivery postcode so we can check it.
Spotted an address mistake? Contact us as soon as possible. We will try to correct it before dispatch; a change may no longer be possible once the parcel is with the courier.
Returns & opened fragrances
For our additional 30-day change-of-mind offer, contact us within 30 days of delivery. Fragrances must be unopened, unused, untested and complete, with the packaging supplied. We provide a prepaid return label for £3.99.
One test spray counts as use. We cannot accept an opened, sprayed or tested fragrance under that additional offer because you dislike the scent, expected a different strength or are disappointed by longevity. If you believe the item is faulty, leaking, damaged or incorrectly supplied, contact us: we review those concerns separately.
If a promotional gift came with your order, tell us what you are returning so we can explain whether the gift needs to be included.
Something missing, damaged or wrong?
Parcel marked delivered, but not found: check your safe place, neighbours, household members and building reception. If you still cannot find it, email your order number and delivery postcode. We will check the courier details and send you a Denial of Receipt form to complete and sign so we can submit the claim.
Wrong, missing or damaged item inside your parcel: keep the delivery box, label, product packaging and all contents. Email a short description with clear photographs if possible. Do not post leaking perfume or broken glass until we have advised you on safe handling.
Authenticity & packaging
We sell genuine fragrances sourced directly from manufacturers and through approved distributors and wholesalers. Packaging can vary between brands and batches; some authentic products arrive without cellophane or a manufacturer seal.
If you have a concern about an item received from us, email your order number, product name and clear photos of the bottle, box and any batch details. Please keep the item and its packaging while we review it.
Discounts, gifts & payment
Enter a discount code at checkout and check that it has applied before paying. We cannot add a code retrospectively to a completed order.
Choosing a free gift: when an offer invites you to choose a gift, please select it and add it to your basket before completing checkout. Check that the gift appears in your basket and order confirmation; meeting the offer conditions alone does not add your choice automatically.
Once an order has been placed, we cannot add a gift that was not selected, whether the order is still being prepared or has already been dispatched. We cannot send a missed gift separately afterwards.
Some free gifts depend on the products purchased or the final qualifying order value. If you later return part of an order, the gift may need to come back too. Our Returns & Refunds page explains how this works.
If a payment needs an additional check before dispatch, we will contact you if we need anything from you.
Still need us? Email info@alamira.co.uk with your order number, the email address used at checkout and a brief description. For delivery queries, include your postcode; for a product issue, add clear photos if you have them. You can also use our contact page.