1. Who we are

This website is operated by Paco Perfumerias SL Ltd, a company registered in England and Wales under company number 14862509. Our registered office is Unit A2, Tancock's Business Park, Four Cross Avenue, Willand, Cullompton, Devon, EX15 2FB. Our VAT number is GB 450 194 313.

Throughout these terms, "we", "us" and "our" mean Paco Perfumerias SL Ltd, and "you" means the customer using our website.

2. Using our website

Our website is aimed at customers in the United Kingdom, and the products we sell are intended for use in the UK. If you access the site from elsewhere, you are responsible for complying with your local laws.

We make every reasonable effort to keep the information on our website accurate and up to date, but we cannot guarantee that everything is complete or error free at all times.

We may suspend, withdraw or restrict access to the website at any time for business, operational or technical reasons, and we cannot guarantee it will always be available.

3. Placing an order

To place an order you must be at least 16 years old and able to enter into a binding contract. By ordering, you confirm that you meet these requirements.

When you place an order you are making an offer to buy products from us, which we may accept or decline. A binding contract is formed only when we dispatch your order from our warehouse.

All communications from us are sent to the email address you gave when you registered, so please make sure it is correct. If you do not receive an order acknowledgement after ordering, please contact us straight away. We are not responsible if you do not receive emails sent to the address you provided.

The steps to create a contract between you and us are: you place your order by pressing the place order button at checkout; we send an acknowledgement email listing the products you ordered, which is not confirmation that we have accepted the order; when your order ships we send a dispatch confirmation email; and the contract is complete when we dispatch the goods, unless we have told you we cannot accept your order.

We may be unable to accept an order if the product is out of stock, we cannot deliver to your chosen location, we cannot authorise your payment, we suspect fraudulent activity, we believe the order has been placed for resale, or we find an error in the price or description. If we cannot accept your order, we will let you know and refund any payment taken.

4. Changing your order

If you need to change your order after placing it, please contact our Customer Service team as soon as possible and we will tell you whether the change is possible. Once an order is placed we cannot guarantee that changes can be made before dispatch. For security reasons we cannot change a delivery address once an order is placed, so please double-check it before you pay.

5. Products and descriptions

We take care to make sure product images and descriptions are as accurate as possible. Actual products may vary slightly in colour, design or size due to photographic and screen limitations, and we cannot guarantee that your device displays colours accurately. This is most likely with cosmetics.

Paco Perfumerias only sells genuine products. We never sell fakes or copies.

All stock and prices are subject to availability. Items in your basket may change as you move to checkout, so please review your order before paying.

6. Prices and payment

All prices are shown in GBP and include VAT at the current rate. The price you pay is the price shown when you place your order, except in the case of an obvious error.

We take care to price everything correctly, but if we find an error after you order, we will not be obliged to supply the item at the wrong price. We will either contact you to confirm the order at the correct price or cancel it and refund you in full.

We accept Visa, Mastercard, PayPal and Apple Pay. We are not liable for any charges or processing fees your chosen payment method may apply.

Payment is taken in full at checkout, and orders are dispatched once payment has been authorised. Paco Perfumerias does not store any card details. All card payments are handled securely by Braintree, which is covered in section 17 below.

7. Delivery

Choose your Royal Mail delivery method at checkout. Full details of methods, costs and timings are on our Delivery and Returns page and are shown during checkout.

We use Royal Mail to deliver your order. We aim to meet the estimated timings, but delays can happen for reasons outside our or Royal Mail's reasonable control, such as severe weather or other disruption. Please make sure your delivery address is correct. Risk in the products passes to you on delivery.

If your order was sent by a tracked service and has not arrived after 15 working days, please let us know. The parcel may then be treated as missing, and we can offer a replacement or refund. This does not affect your statutory rights.

Paco Perfumerias may cancel or refuse orders, limit quantities, or deliver to the billing address only, at our discretion.

8. Your right to cancel and returns

Change of mind

You have the right to cancel your order within 14 days of receiving the goods, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, contact our Customer Service team and return the goods in line with our returns process. This right does not apply to sealed health or hygiene products that have been opened after delivery.

Our 90-day returns policy

On top of your statutory rights, we offer 90 days to return most items for a refund or exchange, subject to availability. Products must come back in their original condition with any seals intact, unless the item is faulty. Full details are on our Delivery and Returns page.

Refunds

We refund to your original payment method. Where you cancel within the 14-day statutory period, we refund the price of the goods and our standard delivery cost. Refunds are processed within 14 days of us receiving the goods back, or proof that you have sent them, although we usually process them much sooner.

9. Faulty, damaged or incorrect items

We do everything we can to make sure your order arrives correctly and in perfect condition, but occasionally something goes wrong. Please check your order on arrival and tell us about any problem as soon as you can.

If an item arrives faulty, damaged or incorrect, you can return it for a full refund including any postage paid. To help us investigate quickly, and to raise a claim with the courier, it helps if you can send us photos of the item and all of the packaging, so please keep hold of everything until your claim is resolved.

Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of receipt for a full refund, and you may be entitled to a repair, replacement or refund after that. We will refund or replace faulty or incorrect items at no cost to you. None of this affects your statutory rights.

For faulty or incorrect items, please contact support@pacoperfumerias.co.uk. For more about your statutory rights, see gov.uk.

10. Our right to cancel

We may cancel your order and end the contract if you do not pay when due, do not give us the information we need to fulfil your order, or do not allow us to deliver within a reasonable time. If we cancel for these reasons, we will refund what you have paid, less any reasonable costs we have incurred as a result.

11. Promotions, discount codes and free gifts

From time to time we run promotions and discount codes, subject to the terms stated at the time. Unless we say otherwise, discount codes cannot be combined with other offers, only one code can be used per order, and codes may carry expiry dates or exclude certain products or brands. We may withdraw or change any promotion at any time.

Where we offer a free gift, it is available only during the promotional period and while stocks last. Free gifts have no cash alternative, are not exchangeable or refundable, cannot usually be chosen, and are sent with the qualifying items in your order.

If we cannot supply part or all of your order because stock becomes unavailable, we will refund you for the items we cannot supply. We are not obliged to offer any further compensation.

12. Intellectual property

All content on this website, including text, graphics, images, our logo and software, belongs to Paco Perfumerias SL Ltd or our licensors and is protected by intellectual property law. You may view and print it for your own personal, non-commercial use. You may not copy, distribute, change or use any of it for commercial purposes without our written permission.

The brand names, product names, trademarks and logos shown on this website are the property of their respective owners. We show them to identify the genuine products we sell, which are supplied to us directly by the brand owners.

13. Prohibited uses

You must not use our website in any way that breaks the law or is fraudulent, or for any unlawful or fraudulent purpose. You must not send unsolicited advertising, transmit viruses or other harmful code, attempt to gain unauthorised access to our website, servers or databases, or carry out automated data collection, scraping or mining without our written permission.

14. Account security

If you create an account, you are responsible for keeping your login details confidential and must not share your password. We may disable any account or password if we believe you have breached these terms. If you think someone else has access to your account, please contact us straight away.

15. Third-party links

Our website may link to other websites for your convenience. We do not control them and are not responsible for their content, and a link does not mean we endorse them.

16. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

Our website is provided for private, domestic use. We are not liable for any loss of profit, loss of business, business interruption or loss of opportunity.

We cannot guarantee that our website will be secure or free from bugs or viruses, so please use your own virus protection. Nothing in these terms affects your statutory rights as a consumer.

17. Website security and payments

Protecting your personal and payment details matters to us. Our website uses TLS (Transport Layer Security) encryption, so the information you send is encrypted before it travels across the internet.

Card payments are processed by Braintree, a PayPal company, which is certified to PCI DSS Level 1, the highest standard in the payments industry. PayPal payments are handled by PayPal. Your full card details are never stored on our systems. By using our website, you agree that your payment details will be handled by Braintree and PayPal under their own terms and privacy policies.

18. Data protection and privacy

We take your privacy seriously and handle your personal data in line with the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains how we collect, use and protect your information, and forms part of these terms.

Under UK GDPR you have rights over your personal data, including access, correction, erasure in certain circumstances, objection, restriction and portability. To exercise any of these, email support@pacoperfumerias.co.uk and we will respond within one month. You can also complain to the Information Commissioner's Office at ico.org.uk.

To fulfil your order, we share limited data with trusted providers, including Braintree and PayPal for payments and Royal Mail for delivery. They may only use your data as we instruct.

Google services

We use Google Ads, Google Analytics and related Google tools, including remarketing, to understand how our website is used and to show relevant adverts to people who have visited us before. These use cookies to recognise your browser and do not identify you personally. You can manage them at any time through the cookie settings in our footer, through your Google ad settings at adssettings.google.com, or by adjusting your browser. For full details of the cookies we use, please see our Cookie Policy.

19. Events outside our control

We are not responsible for delays or failures caused by events beyond our reasonable control, such as strikes, civil unrest, natural disasters, severe weather, fire, flood, pandemics, supply chain problems or carrier delays. If this happens, we will contact you and do what we reasonably can to limit the delay.

20. Contacting us and complaints

You can reach our Customer Care team by email at support@pacoperfumerias.co.uk, Monday to Friday, 9am to 5pm. Enquiries received outside these hours are answered on the next working day. We deal with emails in the order they arrive and aim to reply within 24 hours during the working week.

To make a complaint, please contact us by email at support@pacoperfumerias.co.uk, or by post to Paco Perfumerias SL Ltd, Unit A2, Tancock's Business Park, Four Cross Avenue, Willand, Cullompton, Devon, EX15 2FB. We aim to acknowledge complaints as soon as possible, and within 2 working days at the latest, and we will keep you updated on progress.

We ask that all contact with our team is courteous. We will not tolerate abusive or aggressive behaviour, and we may limit contact or take further action where necessary.

21. General

These terms, together with our Privacy Policy and Cookie Policy, form the agreement between you and us.

By ordering, you agree that we may communicate with you electronically, and that electronic communications meet any legal requirement for communications to be in writing.

We may transfer our rights and obligations under these terms to another organisation. You may only transfer yours with our written consent.

We may update these terms from time to time, so please check them when you use our website. Changes take effect from the date they are posted. If any part of these terms is found to be invalid or unenforceable, the rest remain in full effect.

22. Governing law

These terms are governed by the law of England and Wales, and any disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales. This means you can bring proceedings in England and Wales, and if you live in Scotland or Northern Ireland you can also bring them in your local courts.