Frequently Asked Questions
Product Sizes and Samples
Do you have sample sizes?
Currently, our smallest size is 6ml, and we also offer a 12ml roll-on. We’re looking into adding sample sets soon, so stay tuned!
Do you offer refunds if I don’t like the scent?
We do not provide refunds for opened products due to scent preference. We encourage customers to try the 6ml size before purchasing larger bottles to ensure they enjoy the fragrance.
What sizes are available?
We offer 6ml and 12ml roll-on perfume oils, along with 50ml Eau de Parfum (EDP) bottles.
Order Enquiries
I haven't received any updates/emails about my order.
Please check your junk/spam folder, as the email may be there. If it’s not, reach out to us, and we’ll resend the tracking information.
I am trying to place an order, but the website keeps crashing.
We periodically update our website, so please try again in an hour. If the issue persists, email our team, and we’ll look into it.
I placed an order, but I no longer want it. Can I get a refund?
If the order has already been dispatched, you can return it unopened for a refund. Please note that customers are responsible for covering the return shipping cost via Royal Mail tracked service. If the order has not yet been dispatched, please contact us to cancel it.
I was charged twice for my order.
This sometimes happens with PayPal. Please contact PayPal directly for a refund on the second charge.
Shipping and Delivery Options
What delivery services do you offer?
We offer two options:
Standard (3-5 working days)
Express (1-3 working days).
Why is delivery taking so long?
Occasionally, delays can occur beyond the estimated delivery window. If your order doesn’t arrive within 10 business days, please contact us for assistance.
It has been over a couple of weeks, and my order has not been delivered. Can you contact Royal Mail?
We only have the same tracking information that you have. Therefore, the sender is best placed to contact Royal Mail directly, as they can provide specific details such as the GPS location of the order.
My tracking status won’t update. Is something wrong with my order?
Royal Mail tracking only updates when a delivery attempt is made. If there’s no update, your order is still on its way. If it doesn’t arrive within 10 working days, please contact us as your order might be lost.
Do you offer international shipping?
Yes, we do. However, extra costs related to import and customs duties will need to be paid by the customer.
I put the wrong address on my order. Can it be changed?
If the order has not shipped, please contact us immediately to update the address. If the order has already shipped, you will need to cover the additional shipping cost to resend the item to the correct address. We will wait for the package to return before resending it.
Refunds and Returns
I want to return my order. Can I get a refund?
For items returned due to a change of heart, we can refund the cost of the item only and not the delivery fee, as delivery costs are non-refundable. Please ensure the item is unopened and contact us regarding the return process.
Received Incorrect Items
I received the wrong item.
Please send us a photo of the items you received, along with your order details, to Info@droud.co.uk. We’ll arrange a replacement.
Product Issues
My bottle is leaking.
Return the bottle to us, and we’ll replace it once we receive the original.
My bottle arrived broken.
Send us a photo of the damage to *info@droud.co.uk*, and we’ll replace it at no charge.
My rollerball doesn’t work or is missing.