Delivery & Returns
Delivery charges are calculated per order. We are unable to deliver items from the same order to multiple addresses. If you would like to send products to different locations, please place a separate order for each address.
With the exception of Saturday UK Delivery, which is offered for eligible orders, our couriers deliver Monday to Friday, excluding public holidays. A signature may be required. In some cases, proof of delivery may be completed by the courier taking a photograph of the delivery location or designated safe place, in place of a physical signature.
We always aim to deliver your order within the estimated timeframes. However, delays can occur due to unforeseen circumstances or events beyond our control. We cannot accept liability for delays outside these estimated timescales. Please be aware deliveries may take longer during sale or other peak periods.
We will keep you updated on your order’s progress via email and/or SMS.
We reserve the right not to deliver an order if we believe the nominated address is not secure (for example a communal address or PO box). If this affects your order, we will notify you.
Standard Delivery - FREE on all orders ends Sunday 2nd August
Delivery within 3-5 working days
Next Day Delivery - £7.95
Orders placed before 3pm Monday - Thursday will be delivered the next working day. Orders placed after 3pm Monday – Thursday, or at any time on Friday, will be dispatched the following working day.
Named Day Delivery - £6.95
Select a delivery date that suits you (excludes next day and weekend deliveries).
Saturday Delivery - £9.95
Orders placed before 3pm Monday – Friday will be delivered on your selected Saturday.
Please allow up to two additional days for deliveries to Northern Ireland, the Scottish Highlands and other rural areas. See UK Delivery Restrictions below for further information.
Delivery times vary by destination, typically within 4 – 14 working days from the date of dispatch.
Orders placed before 12pm Monday – Thursday are dispatched the same day.
Orders placed after 12pm or on a Friday are dispatched the next working day. Our couriers deliver Monday – Friday, excluding public holidays.
Security and customs checks vary by country and may lead to delays. We will keep you updated on your order’s progress by email and/or SMS.
Delivery charges are calculated at checkout based on the delivery destination and the weight of the order. Refer to the delivery zones and charges below for expected delivery windows and charges.
International Delivery Zones
Zone 5: 4 – 8 working days
Belarus, Bosnia and Herzegovina, Faroe Islands, Gibraltar, Greenland, Macedonia, Mexico, Serbia
Zone 8: 5 – 10 working days
Australia, China, India, Japan, Macao, Philippines, South Korea, Taiwan, China
Zone 9: 5 – 10 working days
New Zealand, Solomon Islands, South Africa
Zone 10: 7 – 14 working days
American Samoa, Anguilla, Antigua, Argentina, Armenia, Aruba, Bahamas, Barbados, Belize, Bermuda, Bhutan, Bolivia, Brazil, British Virgin Islands, Cape Verde, Cayman Islands, Chile, Colombia, Cook Islands, Cosa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, Georgia, Grenada, Guadeloupe, Guam, Guatemala, Guyana, Honduras, Israel, Kazakhstan, Maldives, Marshall Islands, Martinique, Mauritius, Moldova, Montserrat, Morocco, Myanmar (Burma), Nepal, Netherlands Antilles, New Caledonia, Nicaragua, Niue, Norfolk Island, Northern Mariana Islands, Palau, Panama, Papua New Guinea, Paraguay, Peru, Puerto Rico, Saint Kitts And Nevis, Seychelles, Singapore, Sri Lanka, St.Lucia, St.Pierre and Miquelon, St.Vincent and the Grenadines, Suriname, Tajikistan, Tonga, Trinidad and Tobago, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uruguay, Uzbekistan, Venezuela, Western Samoa.
International Delivery Charges by Weight
| 0-3kg | 3-5kg | 5-7kg | 7-10kg | |
|---|---|---|---|---|
| Zone 5 | £26 | £32 | £38 | £45 |
| Zone 8 | £30 | £38 | £45 | £58 |
| Zone 9 | £35 | £48 | £58 | £74 |
| Zone 10 | £40 | £52 | £65 | £82 |
Customs & Duties
When ordering products for delivery outside the United Kingdom, the recipient is responsible for any duties, taxes and customs charges. These vary by country. We recommend contacting your local customs office for details.
If a recipient refuses to pay these charges, the purchaser will be responsible for the return costs. If return costs exceed the value of the goods and the items must be abandoned or destroyed, no refund will be issued.
The recipient is considered the importer of record and must comply with all laws and regulations of the destination country. Cross-border shipments may be opened and inspected by customs authorities.
Hazardous Goods
Some products, such as air sprays, deodorants and body sprays, eau de toilettes, eau de parfums and cedrus room aroma products, are classified as hazardous goods. Due to customs restrictions, we are only able to deliver hazardous goods to the following destinations:
Belarus, Bermuda, Bosnia and Herzegovina, Cayman Islands, Dominican Republic, Hong Kong, Israel, Japan, Macao, Macedonia, Malaysia, Moldova, Morocco, Philippines, Puerto Rico, Serbia, Singapore, South Korea, Tonga, Trinidad and Tobago, United Kingdom.
UK Delivery Restrictions
Due to geographical location, some destinations may take a little longer to receive orders.
For these locations, when Next Day delivery is selected, the courier will aim to deliver in two working days. For Southern Ireland it will be three working days.
Where Standard Delivery is selected, deliveries should arrive within 4 working days. For ZE postcodes and Southern Ireland, deliveries should arrive within 5 working days.
For Northern Ireland, orders may be delivered by Royal Mail.
Average Delivery Times
| Region | Postcode range | Time (in working days) |
|---|---|---|
| Aberdeen | AB30-35, AB44-54 | 2 |
| Arran | KA27 | 2 |
| Cornwall | TR21-25 | 2 |
| Glasgow | G83 | 2 |
| Guernsey | GY9 | 2 |
| Isle of Man | IM (all) | 2 |
| Jersey | All postcodes | 2 |
| Northern Highlands | AB36-38, AB55-56, HS1-8, IV (all), KW0-14, PH17-32, PH34-48 | 2 |
| Northern Ireland | All postcodes | 2 |
| Oban | HS9, KA28, PA20-99, PH33, PH49-99 | 2 |
| Orkney & Shetland | KW15-99, ZE (all) | 2 |
| Southern Ireland | All postcodes | 2 |
Online returns
1) This returns policy applies to purchases made through www.moltonbrown.co.uk only. For items purchased in our stores, please refer to our Store Returns Policy.
2) If you purchased a Molton Brown product through a third party retailer, please contact them directly regarding your return.
***Cooling off rights***
3) For online orders, you have a legal right (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) to change your mind about your purchase and receive a refund. This is subject to the following conditions:
a) You must notify our Customer Service Team within 14 days of delivery (**Cooling Off Period**) and return the product within 14 days of notifying us. You can do this by contacting our Customer Service Team using via our *[Contact Us](https://www.moltonbrown.co.uk/store/contact-us)* page or by selecting the “Order Cancellation” button in our website footer.
b) You are responsible for return postage and must keep proof of your return. If we do not receive the goods (or proof of return) within a reasonable time, a refund may not be issued.
c) We will refund the product price and any standard delivery charges within 14 days of receiving the product (or proof of return), using your original payment method. If you qualified for free delivery or selected a premium delivery service, delivery charges will not be refunded.
d) Products must be returned unused, in their original packaging and in saleable condition, accompanied by a valid order reference.
***Exchange or gift card***
4) If you change your mind after the Cooling Off Period, we are pleased to offer an exchange or gift card to the value of the product (excluding delivery) for 28 days from the date of delivery. After this period, returns may be refused.
5) To receive an exchange or gift card, you must notify our Customer Service Team within 28 days of delivery and return the product to us within 14 days of notifying us. You are responsible for return postage and must keep proof of your return. If we do not receive the goods (or proof of return) within a reasonable time, an exchange or gift card may not be issued.
6) We will process your exchange or issue a gift card within 14 days of receiving the product(s) (or proof of return). Products must be returned unused, in their original packaging and in saleable conditions, accompanied by a valid order reference.
***Damaged or faulty goods***
7) If a product arrives damaged, faulty or is incorrect we will offer a replacement or refund in accordance with your rights under the Consumer Rights Act 2015.
8) You have a right to a refund within 30 days of delivery if the product is not of satisfactory quality, fit for purpose or as described.
9) From 30 days to 6 months, you are entitled to a repair or replacement. If this is not possible or does not resolve the issue, you may be entitled to a refund. After 6 months you may still have rights if you can demonstrate the fault was present at the time of delivery.
10) To report a damaged, faulty or incorrect product, please contact our Customer Service Team. If the product is out of stock, we will offer a suitable alternative.
11) We may ask for photographs of the issue and, if needed, arrange collection of the item for a quality review.
Returns process
12) Personalised items (such as engraved items) cannot be returned unless they arrive damaged, faulty or the incorrect item was delivered.
13) To arrange a return, please contact our Customer Service Team and provide your order reference number.
14) Once your return request is approved:
a) For UK mainland, a free returns label will be emailed to you with instructions.
b) For customers outside of the UK, returns must be sent to the address provided by our Customer Service Team.
15) Items must be packaged securely to ensure they arrive in their original condition. We may refuse a refund, exchange or gift card if products are damaged due to inadequate packaging. The return address and your order reference must be clearly displayed on the package.
16) If you return a product without contacting our Customer Service Team first, you will be responsible for the cost of the return and should keep proof. If we do not receive the goods (or proof of return) within a reasonable time, a refund may not be issued.
***Refunds***
17) We aim to process refunds within 2 working days of receiving your return. Depending on your payment provider, it may take up to 10 working days for the refund to appear.
18) If paid using a gift card, the refund will be credited to the same card. If you no longer have the original card, a new gift will be issued. If payment included another payment method, the refund will be applied to the gift card first, with any balance refunded to the secondary payment method.
***Exchanges***
19) We aim to process exchanges within 7 working days of receiving the return. You will be responsible for the delivery cost of the replacement item, charged at the standard rate. See our Delivery Options for further information.
***Gifts and gift cards***
20) If you received your order as a gift, you may choose an exchange or a gift card to the value of the returned product(s).
21) Refunds cannot be issued for the purchase of a Molton Brown gift card. This does not affect your statutory rights.
***Promotions***
22) For discounted products, refunds, exchanges or gift cards will be issued for the price paid.
23) If you received a gift with purchase, the gift must also be returned. If the gift was a gift card and it has been partially or fully spent, the amount used will be deducted from the refund, exchange or gift card.
24) Please be aware we do monitor the number of returns made by customers. Excessive or repeated returns may, at our discretion, result in your account being suspended.
***[Contact us](https://www.moltonbrown.co.uk/store/contact-us)***
Store returns
1) This returns policy applies only to purchases made in Molton Brown stores. For items purchased online at www.moltonbrown.co.uk, please refer to our Online Returns Policy.
2) If you purchased a Molton Brown product from a third party retailer, please contact them directly regarding your return.
3) Products purchased in one country must be returned to a Molton Brown store in the same country.
4) Products purchased in a Molton Brown outlet store can only be returned to a Molton Brown outlet store and cannot be returned to non-outlet locations (and vice versa).
If you change your mind
5) If you change your mind, you may return your product for an exchange or gift card to the value of the item within 28 days of purchase. After this period, returns may be refused.
6) Products must be returned unused, in their original packaging and saleable condition, accompanied by a valid receipt.
7) Personalised items (such as engraved items) cannot be returned unless they were damaged or faulty at the time of sale.
***Damaged or faulty goods***
8) Products purchased in-store may only be refunded if they were damaged or faulty at the time of sale. If you prefer, we can provide a replacement instead of a refund.
9) To report a damaged or faulty product, please contact our Customer Service Team.
10) If a replacement is requested and the item is out of stock, we will offer a suitable alternative.
11) We may ask you to provide photographs of the issue and, where necessary, arrange collection of the product to complete a quality review.
12) Damage caused by accidents, misuse, failure to follow product instructions or normal wear and tear will not be considered a product fault and will not qualify for a refund or replacement.
13) We aim to process refunds within 2 working days of receiving your return. Depending on your payment provider, it may take up to 10 working days for the refund to appear.
14) If you received the item as a gift, you may opt for an exchange or gift card to the value of the returned product(s).
***Promotions***
15) For discounted products, refunds, exchanges or gift cards will reflect the price paid.
16) If you received a gift with purchase, the gift must also be returned. If the gift was a gift card and it has been partially or fully spent, the amount used will be deducted from any refund, exchange or gift card.