Shipping & delivery.

From our perfume finds to your front door. Here’s how delivery works, what the service names mean, and how we can help along the way.

Before your parcel sets off.

Check the delivery address, service and any postage charge in your order details before confirming. The arrangements agreed for your particular order apply; this page is a guide, not a promise of free postage or same-day dispatch.

Packing follows confirmed payment. Delivery timings start from the applicable posting or collection day — not when you place an order, pay, or receive a tracking number.

24 and 48 are delivery aims.

Tracked 24 aims to deliver the next working day. Tracked 48 aims to deliver in two to three working days. Neither is a guaranteed countdown of 24 or 48 hours.

A signed-for version follows the corresponding Tracked delivery aim; adding a signature does not make it faster or give it a guaranteed delivery time. Weekends, bank holidays and the applicable service terms can affect the expected date.

When it’s Special Delivery.

Special Delivery Guaranteed by 1pm offers a next-working-day by 1pm guarantee, subject to the service’s acceptance requirements, service terms and postcode exceptions. For this service, working days are Monday to Friday unless the separate Saturday Guaranteed option has been purchased. A Friday posting does not automatically mean a Saturday guarantee.

The exact service matters. A generic “Special Delivery” description is not enough to promise a particular arrival time. If timing is important, ask us to check the service and posting arrangements before you order.

Posting cutoffs matter.

For Special Delivery at our usual Post Office branch, we allow at least one hour before closing, and post no later than 4:30pm on normal days or 11am on half-days. An earlier branch deadline takes precedence.

These are parcel acceptance cutoffs, not order-by deadlines. Posting after the applicable cutoff can move the delivery date. A dispatch update close to a cutoff may need checking against the posting details; it is not, on its own, proof that the parcel missed that day’s collection.

Perfume parcels & the ID8000 label.

Yes — every perfume parcel carries an ID8000 label. Our packaging team affixes it to the rear of the shipping box before dispatch.

Larger selections may need separate parcels. Check your order details for the agreed delivery arrangements.

Following your parcel.

Use the tracking link supplied with your order for the latest delivery updates. A label or tracking number being created does not mean the parcel has been handed over or is already moving.

“Out for delivery” describes the recorded delivery stage, not a guaranteed arrival hour. “Ready for collection” means the parcel is awaiting collection, not that you have received it. Follow the instructions in official tracking for a delivery attempt, redelivery or collection.

Something not quite right?

If your parcel is delayed, damaged, missing, or marked delivered when you haven’t received it, contact us through your existing order conversation or the marketplace where you bought it. Share your order reference and what has happened so our team can look into it.

You can also ask Cleo about your own order and available tracking updates; identity verification may be needed. We won’t treat a “Delivered” scan as proof that you personally received the parcel. You do not need to wait for a carrier claim deadline before asking us for help.

Any remedy depends on the circumstances and your applicable rights. Nothing here limits your statutory consumer rights.