Cancel Fragrance Shop the easy way

Overview

The Fragrance Shop is a UK retailer of branded perfumes, eau de toilettes and fragrance-related subscriptions. It sells single orders online and in stores, and offers membership and scent subscription products.

Main services

Key consumer services include one-off purchases, a Scent Addict subscription, and the annual MyTFS Membership that gives discounts and delivery benefits.

Where to read official terms

Find official terms and returns details on the retailer pages: Terms and conditions and Returns.

Web cancellation

1. Log in to your account on thefragranceshop.co.uk.
2. Open the membership or orders section and look for a cancel option.
3. If no cancel option appears, use the website contact form or email [email protected] with order number and request.
4. Keep a screenshot or saved email as proof.

iOS cancellation

1. If subscription billed through Apple, open Settings > your Apple ID > Subscriptions and cancel Scent Addict or MyTFS there.
2. If billed directly by The Fragrance Shop via the app, open the app account page and follow cancel prompts.
3. Save the Apple cancellation receipt or app confirmation email.

Android cancellation

1. If billed through Google Play, open Google Play > Subscriptions and cancel Scent Addict or MyTFS.
2. If billed directly, use thefragranceshop.co.uk account area or email [email protected].
3. Save Google Play receipt or confirmation email.

Phone cancellation

1. Call 0161 850 2082 and provide your order number and account details.
2. Ask the agent for a cancellation reference and for confirmation by email.
3. If no email is sent, ask for a time estimate for confirmation and record date and agent name.

Email cancellation

1. Email [email protected] or Customer Services with 'Cancel subscription' or 'Cancel order' in the subject and include your order number, full name and address.
2. Request a confirmation email and set a 7 working day deadline to receive it.
3. If no reply, escalate via recorded post to the registered address.

Post cancellation

1. Write a signed cancellation letter with your order number and request cancellation.
2. Send by recorded delivery to Fragrance Shop, Metro 190, Trafford Park, M17 1HT Manchester, United Kingdom.
3. Keep the Royal Mail receipt and follow up by email referencing the recorded delivery number.

Cooling-off (change of mind)

Rule - Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14 day cooling-off period for goods bought online. Notify The Fragrance Shop within 14 days from delivery to exercise the right to cancel. After notification, you have another 14 days to return the goods. The Fragrance Shop must refund within 14 days of receiving proof of postage or of the returned goods, whichever is earlier.

Required proof documents - order number, proof of notification (email or recorded letter), proof of postage or tracking for returned goods. Applicable law - Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Faulty or not as described

Rule - If goods are faulty or not as described, you may request replacement or refund under your statutory rights. The Fragrance Shop states they will replace goods subject to availability or refund payment.

Required proof documents - order number, photographs of the fault, description of fault, proof of purchase. Applicable law - Consumer Rights Act 2015.

Membership cancellation within 14 days

Rule - For MyTFS and Scent Addict subscriptions, the 14 day cancellation period starts from the date The Fragrance Shop accepts the order. If cancelled within 14 days and no benefits used, full refund is due. If benefits were used, a proportionate amount may be deducted from the refund.

Required proof documents - membership order reference, evidence of membership benefits used (if any). Applicable law - Consumer Contracts Regulations 2013.

Broken hygiene seal or personalised goods

Rule - The 14 day cooling-off right does not apply if the seal on goods has been broken for health protection or hygiene reasons, or for personalised items. Fragrance Shop notes these items cannot be cancelled for change of mind.

Required proof documents - Not applicable; goods must be returned in original condition when seals are intact. Applicable law - Consumer Contracts Regulations 2013.

Price increase or changes to subscription terms

Rule - If The Fragrance Shop changes contract terms in a way that reduces your rights or increases price, you may have a right to cancel under the contract terms and under consumer protection guidance on unfair terms. The Fragrance Shop's published membership terms explain automatic renewal and migration to MyTFS UNLIMITED.

Required proof documents - notification of change from The Fragrance Shop, your membership reference. Applicable law - Consumer Rights Act 2015 and CMA guidance on auto-renewal fairness.

Death of subscriber

Rule - The Fragrance Shop's public policy on cancellation in the event of a customer's death is not published. For practical steps, send a copy of the death certificate and account reference to [email protected] or to the registered postal address. Fragrance Shop's direct response policy is not publicly disclosed.

Required proof documents - death certificate, proof of account ownership. Applicable law - Not a specific statutory article in the provided reference set; handle under contract terms and treat as a consumer complaint if necessary.

Before you cancel: negotiate

Retention offers reported in public sources are not published for The Fragrance Shop. There is no documented standard set of retention discounts reported in the research. To ask for a retention offer, call 0161 850 2082 or email [email protected] and state your desired outcome - for example, pause subscription, change fragrance or request refund. Save all replies in case of dispute.

What cancelling saves - concrete math

Compute yearly costs and savings from published prices:

• MyTFS Membership annual cost = £15 per year. Cancel saving = £15 per year.
• Scent Addict subscription full price = £14.00 per month. Yearly cost = £14.00 x 12 = £168.00 per year. Cancel saving = £168.00 per year.
• Scent Addict discounted price while MyTFS member = £11.20 per month. Yearly cost = £11.20 x 12 = £134.40 per year. Cancel saving = £134.40 per year.
• Example refund outstanding from reviews: one customer reported outstanding £120.

Cheapest real alternative from competitors - product and subscription models differ. Competitors listed below do not publish a direct subscription price comparable to Scent Addict, so switch to single purchases at high street retailers if you want to avoid recurring fees.

Key UK consumer laws

Relevant laws are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These set the 14 day cooling-off right for distance contracts and require services to be performed with reasonable care and skill.

Auto-renewal and unfair terms

The Competition and Markets Authority (CMA) identifies hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If you face unclear renewal terms or unfair cancellation barriers, raise a complaint and gather evidence.

How to escalate

1) Complain to The Fragrance Shop first by email to [email protected] or by recorded post to the registered address. 2) Get help from Citizens Advice: Citizens Advice - changing your mind. 3) Use Section 75 or chargeback via your card issuer for qualifying card payments if the value is over £100. 4) If the trader refuses to resolve, consider formal complaint routes; in some cases contact the CMA or a sector ombudsman as relevant.

Check final billing

Confirm you have received written confirmation of cancellation and check your bank or card statement for final charges. For statutory refunds, The Fragrance Shop must refund within 14 days of receiving proof of return or the returned item.

Return and refunds

If you returned goods, keep proof of postage and tracking. For faulty items, provide photographs and description to speed replacement or refund. The Fragrance Shop publishes a 90 day returns policy for goods, with replacement or refund subject to availability.

Account access and data

Decide whether to keep account login information or request account deletion. Request data deletion in writing if required under your rights; retain copies of correspondence.

Re-activation

If you want to re-subscribe later, MyTFS Membership is an annual plan that automatically renews when active. Re-subscription can be done via the account area or new sign-up.

Use this checklist to complete cancellation and secure refunds.

• Identify the product or subscription to cancel and note the order or membership reference.
• Decide your cancellation method: web, phone, email or recorded post.
• If relying on cooling-off, notify The Fragrance Shop within 14 days of delivery.
• Return items within 14 days after notification and keep proof of postage.
• If cancelling a membership within 14 days, confirm you have not used membership benefits to secure a full refund.
• Save all emails, screenshots and recorded delivery receipts.
• If the trader does not respond, escalate to Citizens Advice and consider chargeback or Section 75 for bank card payments.
• If you receive a refund, check your bank statement and keep confirmation for 6 months.