FAQs | Molton Brown UK

What is the Molton Brown Rewards Club?
This is our free, tiered loyalty scheme where you can earn points from purchasing products in-store and online, as well as completing tasks that can be found in your Rewards Club dashboard. The more engaged you are, the more points you can earn to convert into vouchers to redeem on your next purchase. Plus, as you spend more in each Reward Year there’s the opportunity to move into a higher tier to earn even more points and perks.

To view your tier, points balance, activity summary and available rewards, go to your Rewards Club dashboard which is called ‘Your Rewards’ in your online account dashboard at moltonbrown.co.uk or ask a Team Member in-store.

How do I join the Rewards Club?
It’s very simple. You’ll need an email address to join. You can register for our Rewards Club by signing up for an online account here or in-store by asking one of our Team Members. You need to be aged 18 or over to join. If you already have an online account, you can join by going to ‘Your Rewards’ in your online account dashboard.

If I already have a Molton Brown account, do I need a new account to join the Rewards Club?
No, you don’t need a separate account to join our Rewards Club. Simply, log into your existing online account and join the loyalty scheme by going to ‘Your Rewards’ in your online account dashboard. Your customer account will then become your Rewards Club account. Or you can ask a Team Member in-store to help.

Will I get a membership card?
No, our Rewards Club is completely digital. There’s no extra membership card taking up space in your bag or pocket – just remember to use the same email address each time you purchase products.

Where can I see my points, tier and rewards information?
Log into your online account and go to the ‘Your Rewards’ section in your online account dashboard. There you can access your Rewards Club dashboard. At the top of the page, you’ll see your existing points balance and when your next points will expire tier and how much to spend to upgrade to the next tier. You can also find more detailed information about your Rewards Club activity under the ‘Activity’ tab and see how many Rewards Club vouchers are available to you under the ‘Redeem’ tab.

I can’t access the email address linked to my account. How can I update the details or redeem my points online?
Your Rewards Club account is associated with the email address on your registered online account at moltonbrown.co.uk. If you’re unable to access your email address, please contact our Customer Service Team for further assistance here.

How can I leave the Molton Brown Rewards Club?
You may opt out of the Rewards Club at any time by contacting our Customer Services Team here or by notifying a Team Member in-store. When cancelling your membership, all points and unused Rewards Club vouchers will be erased.

Can I join the Molton Brown Rewards Club if I am not based in the UK? The Molton Brown Rewards Club is currently only available for customers based in the United Kingdom.

What if I have other questions?
If you have any other queries, please see our full Rewards Club T&Cs here or contact our Customer Service Team for further assistance here. You will need to provide your email address, date of purchase, purchase amount, payment method, receipt number and any relevant screenshots.

What are the benefits of being a member of your Rewards Club?
The Molton Brown Rewards Club benefits vary depending on whether you’re a Silver, Gold or Platinum Tier member. You’ll receive 15 points when signing up and can immediately start earning more points by purchasing products and completing tasks listed in the ‘Earn’ tab of your Rewards Club dashboard. With those points you can then redeem vouchers to spend on your next order. Keep your eye out for bonus points earning events like “Double Points” throughout the year where we offer opportunities to boost your points balance.

Gold and Platinum Tier members can also enjoy early access to promotions and new product launches. By reaching Platinum Tier status, you can enjoy access to exclusive events and upgraded promotional offerings.

How do I move up a tier and does my tier status expire?
When you join our Rewards Club, you automatically become a Silver Tier member. To upgrade your Tier and unlock additional benefits of the Gold and Platinum Tiers, requires a minimum spend amount spent on product purchases within every Reward Year. The minimum spend thresholds are:

• Silver Tier: up to £150

• Gold Tier:  £151+

• Platinum Tier: £400+

Your Tier will automatically update when you spend the qualifying amount within your Rewards Year. If the qualifying spend is not maintained for the following Rewards Year, at the end of that year your member status will change to the relevant tier based on how much you have spent.

For example, if you join the Rewards Club and spend over £400 in the first Rewards Year you’ll reach Platinum Tier. But, if you only then spend £200 in your second Rewards Year, by the end of that year you’ll become a Gold Tier member.

How is your Rewards Year calculated?
Your Rewards Year starts from the date you enrol into the Rewards Club and continues for a 12-month period. For example, if you joined 30th June 2024, your Rewards Year will end 29th June 2025 and will continue to refresh every year on 30th June. You can find out the date you enrolled in the Rewards Club on the last page of the ’Activity’ tab in your Rewards Club dashboard.

How do I earn points?
You can earn points by purchasing Molton Brown products online and in-store, as well as completing Rewards Club tasks. The number of points you earn is dependent on your tier:

• Silver Tier: 1 point for every pound (£) spent

• Gold Tier: 1.5 points for every pound (£) spent

• Platinum Tier: 2 points for every pound (£) spent

When placing an order online, you must be logged into account that you signed up to the Rewards Club with to earn points. Other ways to earn points are to complete Reward Club tasks such as, subscribing to our email newsletters, adding your birth date to the preference centre to earn birthday points and purchasing more than four times a year. To see all Reward Club tasks, please refer to the ‘Earn’ tab in the Rewards Club dashboard when logging into your online account.

Is there a limit on the points I can earn?
From the 1st January 2025, you can earn up to 4000 points per calendar year based on your purchases. Once you’ve earned 4000 points in the year (1st January – 31st December), you won't be able to earn any further points from purchases until the next calendar year. You can still earn points from other activities shown in the ‘Earn’ tab of your Rewards Club dashboard, which doesn’t contribute to this limit. And don't worry, any points earned in the calendar year will remain valid for 12 months from the point of purchase.

How long does it take for points to appear in my account after making a purchase?
When purchasing a product online, Rewards Club points will only be added to your account after your order has been dispatched, which can take up to 5 days. If your order is partially fulfilled due to out-of-stock products, you’ll only receive points for products that are successfully dispatched. When purchasing a product in-store, points are automatically added to your account at the point of sale.

What happens to my points if my order is cancelled?
If your order is cancelled, you’ll be notified by email and won’t earn any Reward Points.

What happens to my points if I return my order?
If you return an order and a refund is issued, the points from purchasing those items will be removed from your Rewards Club account. This will be reflected in the ‘Activity’ tab of your Rewards Club dashboard.

Can I earn or use my Rewards Club points in department stores?
No, our Rewards Club is only available in Molton Brown standalone and outlet stores within the UK. This excludes department stores or concession stands.

Can I earn points from my previous purchases?
You can only earn points on purchases made after you join the Molton Brown Rewards Club. Purchases made before this time won’t be backdated onto your account. Make sure you are logged in to your account when making an order to earn points.

Can you earn Rewards Club points if you purchase a gift card or use a gift card?
No, you won’t be able to earn points when you purchase Molton Brown gift cards. If you use a Molton Brown gift card on your purchase, you’ll only earn Rewards Club points on the non-gift card portion of your purchase.

Will my Rewards Club points expire?
Rewards Club points expire 12 months after they are first issued. Make sure to use your points before the expiry date by using your available vouchers at checkout online and instore. To see when your points expire, visit the ‘Activity’ tab in your Rewards Club dashboard.

Can I earn, use or redeem my Rewards Club points in Outlets?
Yes, our Rewards Club is available across all our stores.

Can I share my Reward Club points with a friend?
No, Rewards Club points cannot be shared as they are linked with your individual account.

How do I redeem points?
We’ve changed the process of redeeming your Rewards Vouchers online. You’ll no longer need to redeem your rewards in the Rewards Club dashboard within your Molton Brown account. Rewards Vouchers will now be available at checkout for online and in-store orders. Based on how many available points you have in your account; the available vouchers will be displayed in a dropdown menu at online checkout making it easier for you to redeem them. To use a voucher instore, simply ask a Team Member at checkout and they can apply any available vouchers that you have in your account to your purchase.  

With this change Rewards Members are now able to redeem vouchers alongside one other promotional code or during promotional periods.

The Rewards Club vouchers and their points value:

• 150 points = £5

• 300 points = £10

• 450 points = £15

• 600 points = £20

• 900 points = £30

• 1500 points = £50

For more information about the changes to redeeming Rewards Vouchers online, please see FAQs here

Will my Rewards Club vouchers expire?
As points are only converted into vouchers at the time of checkout, the vouchers available to you will always depend on your points balance at the time of purchase. Your points balance will be subject to points expiring 12 months after they were issued. Check your Rewards Club dashboard for a reference of when your points will next be expiring to ensure they are redeemed before this time.

Our Subscription Service is the most convenient way for you to receive a curated selection of your favourite Molton Brown products on a regular basis. We automatically deliver selected products to you based on your chosen frequency.
The service is personalised to your needs and preferences, offering you the flexibility to modify or cancel your subscription at any time up to 24 hours before your next order date.
There is no minimum spend required to join Molton Brown’s Subscription Service and there is no limit to the number of products you can have on subscription.

How do I join the Subscription Service?
You can sign up for Molton Brown’s Subscription Service whilst browsing on a qualifying product page or whilst reviewing eligible items in your shopping basket.

To get started, register for or log in to your Molton Brown account, select the Subscribe option for your desired product, select your preferred delivery frequency, then checkout as normal.

Are all of your products available on Subscription?
Products included as part of the Subscription Service can be found here.

You can also see if an item is available for subscription if the “Subscribe” option appears on the relevant product page.

Note that we may from time to time add or remove a product from our Subscription Service at our sole discretion

What will happen after I join the Subscription Service?
After you place an order via our Subscription Service, you will receive an email confirming your order. You can also log in to your account and visit your Subscription Dashboard. In this section you will be able to view your Subscription Products, future orders and account information.

We will place your subscription orders automatically according to your selected frequency, and you will only be charged for your products on the day the order is processed. You will receive an email reminder from us four (4) days before each order is processed and your payment card is charged.

You will also receive emails regarding other important information related to your subscription account, such as: confirmation when a subscription order has been placed, if you cancel your subscription and if one of your Subscription Products has been: discontinued; subject to a change in price; or is out of stock.

How often will I receive my products?
Your subscription orders will be processed at your chosen frequency. Don’t worry – we will send you an email four (4) days before each order is processed as a reminder so you can make changes up to 24 hours before processing.

Once dispatched, your order can be expected to arrive within the delivery period specified for your shipping address. Click here for further information regarding delivery.

Can I modify my subscription?
Yes, you can change your delivery frequency, next order date, the product you have subscribed to or product quantity by visiting your Subscription Dashboard located within your Molton Brown account. Changes to orders (including cancelling your Subscription) can be made up to 24 hours before your next order date.

How do I change my delivery frequency?
You can change your delivery frequency by logging into your Molton Brown account here and visiting your Subscription Dashboard.

How do I change the quantity of products in my subscription?
You can change the quantity of products in your subscription order by logging into your Molton Brown account here and visiting your Subscription Dashboard.

How do I change the product I’ve subscribed to?
You can change your subscription product choice by logging into your Molton Brown account here and visiting your Subscription Dashboard. Click on the “Swap Product” button next to the product you wish to switch.

Does the product I’ve subscribed to need to be of the same or lesser value?
It doesn’t matter. The payment will automatically update at the time your next order is confirmed.

What if one or more of my selected items in my subscription order(s) goes out of stock?
Where a Subscription Product is out of stock, you will be notified of this by email and the relevant Subscription Product will be removed from your order. Should the relevant Subscription Product come back in stock before your next subscription order, we will: place a separate order for that Subscription Product, notify you of this by email, take payment and arrange for it to be delivered to you. Delivery charges will apply to each order.

What if one or more of my selected items in my subscription order(s) is discontinued?
Where a Subscription Product has been discontinued, you will be notified of this by email and your subscription for that product will be cancelled. If you have already paid for the product, we will refund your payment.

How do I change the date of my order?
You can change the date of your next order by logging into your Molton Brown account here and visiting your Subscription Dashboard. Click on the “Change Date” button and follow the prompts.

Can I skip a delivery?
You can change your delivery frequency by logging into your Molton Brown account here and visiting your Subscription Dashboard. Click on the “Skip Delivery” button and follow the prompts.

How do I pause my subscription?
You can take a break from your subscription by changing the frequency, changing the date of your upcoming order or skipping a delivery. You’ll find instructions for each option set out elsewhere in these FAQs.

Otherwise, if you prefer to pause your subscription you can do this by logging into your Molton Brown account, visiting the Subscription Dashboard and clicking on the “Pause subscription” link.

How do I make changes to my Subscription Service account information?
If you need to change the shipping address which is linked to your subscription orders, you can do this by logging into your Molton Brown account and visiting the Subscription Dashboard. There will be the option to “Change shipping” and you can follow the prompts from there.

If you would like to change the payment card details linked to your Subscription Service, you will need to cancel your Subscription Service and create a new Subscription Service using your new payment card details.

For any other changes to your general Molton Brown Account information, this can be done by visiting the “Account Settings” pages in your Molton Brown account.

Can I change or cancel my subscription at any time?
Your subscription will continue until you cancel it.

By logging into your Molton Brown account, you can manage or cancel your subscription by visiting the Subscription Dashboard. You can cancel your subscription up to 24 hours before your next order is placed.

Log in here to access your account.

Our usual cancellation policy applies to subscription orders. Please visit here for more information.

To remove your payment card details from your Molton Brown account following cancellation you will need to contact our Customer Experience Team. Click here to view our Contact Us page.

When will I be charged for my subscription?
A charge in the amount of the product(s) selected for subscription will be automatically charged to your payment card in accordance with the order frequency you requested when you started the subscription.

You will receive an email reminder from us four (4) days before each order is processed and your payment card is charged.

Will I be charged for postage on each delivery?
Delivery charges shall apply to each delivery unless it qualifies for free delivery. Click here for further information regarding our delivery charges.

Can I return my Subscription Products?
Yes, our usual returns policy applies to subscription orders. Please visit here for more information.

Can I send my subscription order to someone else?
Yes, why not treat a friend or loved one to a gift that keeps on giving.

When creating a Subscription, you will be asked to enter a delivery address. This is the address that will be saved against future recurring orders. You can change or manage the delivery address for your subscription orders up to 24 hours before your next order date by accessing your Subscription Dashboard.

Can I send my subscription to an international address?
Yes, please click here to see which international destinations we ship to.

Can I add one-off items to my subscription order?
Yes. You can add a product to your upcoming subscription order as either a one-time purchase or as a new subscription.You will need to be signed into your Molton Brown account in order to do this.

Once you are logged in and have found your desired product, click “Add this to my order on [upcoming order date]”. You will then be presented with the option to add the product to your upcoming order as a one-time purchase or as a new subscription. After selecting your preferred option and clicking “Add to order” you will see the following confirmation message “Item successfully added”.

You will not be able to apply any code based promotions to any one-off items you add to your subscription order.

If I create a subscription during a promotional period, will I continue to receive the promotional perk on subsequent recurring orders?
Subscription orders that are created during a promotional period, such as our Friends & Family promotional discount period, will qualify for the promotional perk for that order only, provided the criteria for the promotion has been met.

Recurring orders will be charged at the price that is relevant at the time the order is placed.

Promotions that require a code for redemption will apply to your first subscription order only, provided the criteria for the promotion has been met. Code based promotions will not apply to any subsequent subscription orders.

If a subsequent subscription order is placed during a promotional period will it quality for the promotional perk?
Subsequent subscription orders that are placed during a promotional period, such as our Friends & Family promotional discount period, will qualify for the promotional perk for that order only, provided that the criteria of the promotion has been met. This will be shown in the email confirmation that is send to you after order placement.

Promotions that require a code for redemption will not apply to subsequent subscription orders.

I have a promotional code, can I apply this to my subscription order?
Promotions that require a code for redemption will apply to your first subscription order only, provided the criteria for the promotion has been met. Code based promotions will not apply to any subsequent subscription orders.

Will I receive a sample with my subscription order?
You will be able to select a sample during checkout when creating a subscription order for the first time however, any automated, recurring orders will not include a sample.

I’m a member of Molton Brown’s Rewards Club, will I earn Loyalty points on my subscription orders?
Molton Brown Rewards Club members will earn loyalty points on all subscription orders.

Not yet a Rewards Club member? Sign up here

I’m a member of Molton Brown’s Rewards Club, can I pay for subscription orders with my loyalty points?
Molton Brown Rewards Club members will be able to use a loyalty reward as part payment on their first subscription order only.

Loyalty rewards cannot be used as payment for the total value of your subscription order as your credit/debit card details will need to be saved so that subsequent orders can be placed.

Note that you cannot pay for any subsequent subscription orders using loyalty reward vouchers.

How do I change or update my payment card details?
If you would like to change the payment card details linked to your Subscription Service, you will need to cancel your Subscription Service and create a new Subscription Service using your new payment card details.

You will receive reminder emails if an upcoming order is tied to an expired credit or debit card. If payment information is still expired on the day the order is scheduled to be placed, we will automatically withhold and reject the order and send you an email notifying you that we were unable to place your order.

To remove your payment card details from your Molton Brown account following cancellation you will need to contact us.

What happens if my payment is unsuccessful?
If we are unable to process a payment for a subscription order, we will make two (2) further attempts to process the payment for you via our payment provider. The first retry attempt will be made three (3) days after the original payment attempt and the second and final attempt will be made three (3) days after the first retry attempt. If both retry attempts are unsuccessful, your order will be rejected and we will notify you of this by email. Please note that, although your order will be rejected, your subscription will continue and a further order will be placed in accordance with your chosen subscription frequency.

If your order is rejected due to payment failure, the subscription order and any other requested products will not be sent. You will be notified by email if we are unable to process a payment.

What payment methods are accepted for subscriptions?
A valid credit or debit card is required for our Subscription Service. We accept Visa, Mastercard and American Express. Our other payment methods including Klarna, PayPal, ApplePay and Molton Brown Gift Cards are not accepted for our Subscription Service.

We want to make your subscription as hassle-free as possible so payment will be taken at point of purchase for the initial order and at point of processing for all subsequent orders.

As your subscription is an ongoing commitment, we will securely store your payment details for future deliveries.

What are Molton Brown gift cards?

Our Gift Cards hold a monetary value which can be redeemed against products from our stores in the UK, Republic of Ireland and US. You can use them online with our UK, EU and US websites or through our Customer Service team. Gift Cards are identified by a unique 21 digit card number and 6 digit PIN found beneath the security panel on the back of the card. You’ll need both the card number and PIN when you're shopping online. You’ll need to have the card with you to be able to use in-store. As soon as you  start using your Gift Card, it's considered the same as using cash and so credit will decrease as you spend. To find out more, take a look at our Molton Brown Gift Card T&Cs here.

How long is my Molton Brown gift card valid for?

Your Gift Card is valid for 24 months.

My card has expired, what happens with the remaining balance that was left?

Once a card has expired, any remaining balance on your card will be automatically cancelled. Your Gift Card will no longer be valid and we won't be able to credit any remaining balance.

Where can I buy a Molton Brown gift card and how much can I put on it?

You can pop by any participating Molton Brown stores to buy a Gift Card. Although there’s a minimum activation of £10, you can add any amount you want. Our cards can hold a maximum of £2,500. If it's easier, you can buy our Gift Cards on our website. Click here. Find your nearest Molton Brown store here.

When can I start using my Molton Brown gift card?

When you purchase your Gift Card, it’ll be activated at the till point during the transaction. If you purchase your card online, you’ll be able to use as soon as its received.

What happens if my card is lost or stolen?

If your card is lost or stolen, just get in touch with our Customer Service team who will try and assist you are more than happy to help. Click here for contact information.

How can I find out how much is on my Molton Brown gift card?

To get an update on your balance or check your purchase history, visit our Check Your Gift Card Balance page. Any transactions made using your Gift Card will be shown straight away. If you happen to be in one of our stores, simply ask a team member who can help you.

Alternatively, get in touch with our Customer Service Team – we’ll need to the 21 digit card number to help. Click here for our contact information. Any outstanding balance will be shown in the currency of the respective country based on the relevant day's rate of exchange (www.oanda.com). If the remaining balance on your Gift Card is not enough to cover the cost of your purchase, we'll ask you to select an additional payment method such as a credit or debit card.

I have more than one Molton Brown gift cards - how do I transfer money between them?

If you've got multiple Molton Brown Gift Cards, you can transfer all available balances onto a single card. To do this, simply get in touch with our Customer Service team with your 21 digit number on the back of your Gift Card. When choosing this option, you'll be transferring the entire balance and the old card will be void and no longer usable. Click here for contact information.

Where can I find my PIN number?

Your 6digit PIN can be found on the reverse of your Gift Card, concealed by the security strip. Simply scratch off to reveal the number. You'll need your PIN when you use your Gift Card to make online purchases.

Can I use my Molton Brown Gift Card in other countries?

Our Gift Cards can be used in any participating Molton Brown stores in the UK and Republic of Ireland or via our websites moltonbrown.co.uk, moltonbrown.com, moltonbrown.eu irrespective of the country which the Gift Card was bought in. Any purchases with your Gift Card will be performed in the currency of the respective country based on the relevant day's rate of exchange (www.oanda.com).

Can I return online purchases I've made with my Molton Brown Gift Card?

If you're not entirely happy with an online purchase and you'd like to return it for an exchange or refund where applicable, any money refunded will automatically be credited to the Gift Card the purchase was made on.

If you made the purchase using a Gift Card and another form of payment, the refund will be credited to the Gift Card first and then any remaining refund will be credited to the other payment method you initially used.

*T&Cs apply. If you don't have your original Gift Card anymore, we'll create a new one for you and any refund will be added to it.

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Who is Klarna?
Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores.

Klarna offers various payment plans, interest free. We offer two payment plans through Klarna, Pay Later and Pay in 3.

Klarna's Later and Pay in 3 are unregulated credit agreements.Borrowing more than you can afford or paying late may harm your financial status and credit eligibility. Subject to status. T&Cs and late fees apply.

What does Klarna consider when reviewing my application?
Klarna offers payment options based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered a Klarna payment solution by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you’ve used Klarna before does not mean it will be offered for every order. In turn, if your application for payment is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?
If you want to purchase something using Klarna’s payment options, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

Am I eligible for a Klarna purchase?
You need to be at least 18 years old and a UK resident to use Klarna’s credit products. When you choose Klarna they will also check the information you provide and your financial situation.

Will a credit search take place?
When you using Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

Can I pay before the due date?
Yes. Just go to the Klarna app or log onto www.klarna.com/uk.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Molton Brown. All transactions take place via connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?
Klarna will notify you by email, SMS or push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

I've received a statement, but I've not yet received my goods.
If you have not received your goods please get in touch [here] (https://www.moltonbrown.co.uk/store/contact-us) to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

What happens if I cancel or return my order?
As soon as Molton Brown has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.

I have asked for a refund. How will I be refunded?
Refunds will be issued back to the debit or credit card which was originally used at checkout.

What happens to my statement, when I have returned the goods?
Once Molton Brown has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

What happens to my statement when I have returned part of my order?
Once Molton Brown has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?
Visit the Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

How does Klarna Pay later work?
Klarna Pay later is a is a credit product that lets you purchase product immediately but pay for them, in full, 30 days after the purchase is made. Borrowing more than you can afford or paying late may harm your financial status and credit eligibility. Subject to status. T&Cs and late fees apply.

Can I have multiple Pay in 3 orders at the same time?
Yes, you can. If you see Klarna Pay Later when you go to an online checkout then it is available to you. Every time you use this service, Klarna will check to see whether you can use Pay Later again for each additional purchase.

How do I make the payment?
Klarna will take your Pay Later payment from the debit or credit card you shared when you made your purchase, 30 days after the purchase was made.

What happens if I don’t make a payment on time?
Pay Later is a credit product and you are required to make your scheduled payment to Klarna. Your payment is automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to their T&Cs.
What happens if I don’t pay for my order?
If you don't make your payment, you will be in arrears. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

How does Pay in 3 work?
Klarna’s Pay in 3 is a credit product that lets you spread the cost of your purchases over 3 equal interest-free payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app. Borrowing more than you can afford or paying late may harm your financial status and credit eligibility. Subject to status. T&Cs and late fees apply.

Can I have multiple Pay in 3 orders at the same time?
Yes, you can. If you see Klarna Pay in 3 when you go to an online checkout then it is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.

How do I make repayments to Klarna?
Klarna will take your Pay in 3 payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.

What happens if I don’t make a payment on time?
Pay in 3 is a credit product and you are required to make your scheduled payments to Klarna. Your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to their T&Cs.

What happens if I don’t pay for my order?
If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

How do I know if my order has been successful?

You'll receive an order confirmation to the email address you used to place the order. Please note this may take up to 24 hours from the date of order placement in some cases.

I was given an order reference once I had completed checkout, but I am yet to receive an order confirmation?

If you received an order number on the final checkout page, this means your order is being processed and we’ll be in touch with an update soon.

How do you store my personal details?

When you visit our website, our server automatically recognises your domain name, but your email address remains private. We only collect the domain name and associated information on what pages you access or visit.
If you email us, we'll take a note of your email address as well as information volunteered by you through surveys and/or if you register on our site, such as your name, address, phone number, gender and date of birth.
We collect this information to make our site even better, keep you in the know about updates and to get in touch with you to hear your thoughts.

What happens if my payment is declined?

If your payment is unsuccessful for any reason, you'll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You'll be able to update your payment options with a different method if necessary.
If the declined message continues to crop up, get in touch with us here and we will do everything we can to help.

Can I cancel my order once I have received confirmation?

If your product hasn't been dispatched already, it may be possible for us to cancel your order before the goods have left our warehouse. Get in touch with us here.
If your goods have already been dispatched, you can refuse the delivery of the order which will then be returned to us. Once this has returned to our warehouse, we'll give you a full refund minus the original postage and packaging cost.
If you've already received the goods, please see our cancellation policy for full details on how to return them to us.

How do I send a gift to someone else?

At checkout, we'll ask you to enter a delivery address. If you've already registered and have saved this delivery address as part of your address book, you can simply choose this option when prompted.
If you haven't done this, enter the delivery name and address of the recipient in the space provided. We hope they love their Molton Brown gift.

Will the recipient see the prices of the gifts I've bought?

We include a dispatch note inside the box that simply lists what products are included without any pricing shown.
Orders being shipped overseas require Customs Declarations, fixed to the outer carton for them to process the goods and allow them to enter a particular country or state.

What's the exterior packaging like?

All our products are dispatched in a simple brown cardboard box. There is nothing on the outer packaging to let you (or anyone else) know where the parcel has come from. If the order is being shipped overseas, customs will need more information on the outer packaging in order for them to allow the goods to enter a particular country or state. Whether it's here in the United Kingdom or across the pond, there will be a lovely gift all tucked up in the box.

Can I have my order gift boxed?

We offer an optional complimentary gift box (it's all about the special touches, after all) with all orders. You can choose this option on the basket page. This service is one box per order. Some of our products are already all wrapped up in their own custom presentation boxes and so won't need to be gift boxed. To find out more, browse our product information pages.

Why has my gift box arrived in a flat-pack format?

To prevent any damages during postage, your complimentary gift box may arrive in flat-pack form so you can assemble it at home. Our signature tissue paper will also be carefully folded on the inside. Simply unfold the box, which will easily pop into shape, and arrange the tissue paper with your individual touch. This means your gifting essentials arrive in pristine condition for you to present to your loved ones.

This option ensures that your products and gifting essentials arrive in pristine condition for you to present to your loved ones..

Do you offer free samples?

We love treating you, so we include a complimentary sample with every order - you can choose your favourite during checkout.

If you've seen one of our products that has really caught your eye and you'd love to try it, let us know. Once you’ve made your purchase, contact us here.*
Samples are subject to availability and are limited to two per request. If we don't have the samples you've chosen this time, we'll make sure we replace them with alternatives we think you'd like..

To get a taste of our entire product range, pop into your nearest Molton Brown store for a Personal Fragrance Consultation. Find your nearest store here. .

*T&Cs apply. Only orders that have been made within a month of your sample request will be considered.\

Can I buy your sample-sized products as wedding favours or for goody bags?

We don't sell our samples, so we can't offer them as wedding favours or for goody bags..

However, twice a year we do run special offers in our stores, department store concessions and online. As part of this, we tend to include special sets consisting of 10 x 50ml products in a variety of fragrances which are perfect for wedding favours or goody bags..

To stay in the know about our latest must-haves, new product launches, gift ideas and exclusive news, including any promotional offers, join our newsletter here or click on the 'Newsletter Sign Up' link at the top of the page..

We may also have options in our outlet locations that will suit your requirements. Get in touch with one of our outlets teams to see what they have available. Find your nearest outlet using our store finder here.

I've forgotten to redeem a promotional code/ offer?

No need to fret - contact us here. It may be necessary to cancel the order you have placed providing that the order has not already been dispatched from our system. A new order can then be made with the promotional code.

If the order has already been dispatched from the system, we'll be unable to cancel it. However, you are more than welcome to place a new order with the promotional code applied and then refuse the delivery or return the original order for a refund. Please refer to our returns page for full details.

How can I track my order?

We'll email tracking details of your order as part of our dispatch confirmation, and we'll keep you regularly updated with information from our couriers. Your contact details are shared with the couriers who may send you SMS messages with allotted time slots of when the delivery will take place on the day.

If you haven’t provided us with your mobile number during order placement, there’s an option to add this once the goods are dispatched using the link provided in our tracking communication emails.

If you're a registered customer, you can also find these details by logging into your account and viewing your order history.

What does the status of my shipment mean?
In Transit – this means that your order is on the way to the delivery address and will arrive soon. Some of our couriers provide you with an hourly slot for the expected arrival.

Carrier Delay – there may be a slight delay with the delivery due to an issue with the courier. Expect to receive further updates in 24 hours.

Weather issue – extreme weather conditions have caused a delay with the shipment. Daily updates are usually shared until a confirmed delivery date can be provided.

Address Change Requested – address changes can only be made with our Customer Service team. This status will show if an instruction to change the delivery address of a shipment has been successful.

Future Delivery Date Requested – the delivery date has been delayed by the recipient.

Returned to shipper – delivery has been unsuccessful due to incomplete address details, difficulty locating the destination or a request to return the parcel has been made by our Customer Service Team. The shipment will be returned to our distribution centre.

In Transit to Sender – after the Return to Shipper instruction has been received, this status confirms the shipment is on its way back to our distribution centre.

Delivered to pick-up shop – shipment has been delivered to the closest convenience store

Customs Clearance – the shipment is awaiting customs clearance (permission to enter the destination country).

Customs Delay – there has been a delay with customs processing the parcel. Further updates should be received within 24 hours.

What will happen if I miss the scheduled delivery?

All deliveries will be made via courier service where either a signature will be required, or a photograph will be taken of location where the parcel has been delivered.

If you miss your scheduled delivery, the courier should leave a notification card and either re-attempt the delivery the next working day or provide you with details on how to reach your parcel at a local drop-off store. If the goods are returned to our warehouse, we’ll notify you upon receipt of these at our warehouse.

What's the exterior packaging like?

All our products are dispatched in a simple brown cardboard box. There's nothing on the outer packaging to let you (or anyone else) know where the parcel has come from.

Orders being shipped overseas require Customs Declarations fixed to the outer carton for them to process the goods and allow them to enter a particular country or state.

What if I no longer require the order?

Please take a look at our online returns policy to find out more https://www.moltonbrown.co.uk/store/delivery

Can I upgrade my delivery service once the order has been dispatched?
We’re sorry, once an order has been dispatched you can't change the delivery service that you originally chose during checkout.

What happens if my order arrives damaged?

No need to worry - if part or all of your order is damaged in transit, reach out to our Customer Helpline team and we will replace it in a jiffy. In some cases we'll have to collect the damaged goods at an address that's suitable for you. This is for quality control purposes.

What happens if my goods arrive late?

If your order doesn't arrive by the intended date because of a dispatch glitch or with the courier, reach out to our Customer Helpline.

Our team will be more than happy to partially/fully credit your delivery costs as long as the fault is a service failure on our part. We're not liable to credit delivery costs in circumstances out of our control (even we can't predict the highly changeable British weather!)

If the courier has tried to deliver your parcel but for whatever reason, no one is at home to sign for it, we won't see this as a late delivery and goodwill credit will be given.

What should I do if my order hasn’t arrived when expected?
We’re sorry that your order has been delayed. If you’ve paid for an express shipping option, please get in touch with us here and our team will assist you further.
If you’re order is on standard delivery and within the delivery time frame of our usual 3-5 working days – just hold on tight – your order should be with you soon. Delivery updates should be sent to you regularly.
During busy periods, deliveries may take a little longer than usual. Check out our delivery information pages here for any updated delivery information, including extended delivery times. .


My order says it’s been delivered but I haven’t received it?
We’re sorry that you’ve not received your order. Occasionally, if our couriers know the area, they may choose to leave the parcel in a safe place or with a neighbor. We recommend you check in all the usual places and if you still don’t have any luck, get in touch with us here and our Team will assist you further. .


Why has my parcel been sent to a pickup shop?
There’s a number of reasons why a courier may deliver your order to a pickup shop, including
• a request through the courier’s mobile app (made by the recipient directly or in cases of a stored default delivery setting)
• It is unsafe to leave the parcel at the required delivery destination and no neighbors are available
• The parcel is too large .

Do I need ID to collect for a Pick-up shop and how long is the parcel held for?
Yes, you’ll need a photo ID that also confirms your address and the QR code that was sent to you by SMS or email. Parcels are usually held for 7 days before being returned to sender if they aren’t collected. Orders will be refunded in full and processed to the payment method used at purchase. Please note refunds can take 5-7 working days to show on your account.

Can you ship all your products to all countries?

We can't deliver the below products because of customs restrictions within certain countries where they’re seen as hazardous because of the alcohol content. If you're shipping to a country that is on our restricted list, you’ll be notified during checkout and won’t be able to proceed until the item is removed from your basket:

• Home & Linen Mists

• Aroma Reeds

• Deodorants

• Eaux (spelt Eau on website) de Toilettes

• Eaux de Parfums

• Hand Sanitiser Gels

Why has my delivery to Scotland, not arrived on the expected Next Day Service?
Due to geographical location, some destinations may take a little longer to receive orders. Scotland is listed as one of these destinations in our Delivery restrictions Page. Click here to find out more.

Do you ship to freight forwarders?

Due to re-occuring issues with goods being delivered to freight forwarders, your order may be cancelled prior to shipping. In cases where orders are dispatched to freight forwarer addresses, our contract terminates at the point of delivery within the UK. Molton Brown is not responsible for the goods during their onward journey or for them arriving at the desired final destination.

PO Box and BFPO addresses
Unfortunately, we are unable to send items to PO BOX or British Forces Post Offices (BFPO).

How long will my order take to reach the store?

The delivery time for all Click & Collect orders can vary between 1-4 days. You’ll be notified by email and SMS text when the order has been dispatched and again when it has reached the destination ready for collection.

When will I know my order is ready for collection from the store?
You’ll receive an email and SMS text confirming that the order is ready for collection as soon as it has arrived at your selected store.

Do I need to bring anything with me in order to collect my goods?

You’ll need to bring the following when collecting your order:

Collecting from a Molton Brown Store:

• Proof of purchase - email or text message

• Your payment card or photo ID

• If someone else is collecting your order for you, they must bring your proof of purchase, as well as their own photo ID.

Collecting from a Ship to Shop Location:

• You’ll need to present the QR code that’ll be sent to you by email and/or SMS

• Photo ID

How long will my order be held at store?

Orders will be held at your selected store for seven calendar days from the date you receive notification that they’re ready for collection.

What happens if I do not/ am unable collect?

Orders sent to a Molton Brown store that aren’t collected within seven calendar days will be refunded in full to the payment method used at purchase. Please note refunds can take 5-7 workings days to show on your account.

For orders sent to a Ship to Shop location that aren’t collected within seven calendar days, a one-time delivery attempt may be made at the billing address entered during checkout. If this delivery attempt is also unsuccessful, the goods will be returned to our warehouse and a full refund will be processed to the payment method used at purchase. Please note refunds can take 5-7 working days to show on your account.

How do I register for an online account?

There are two ways you can do this:

1. Choose the products you wish to purchase and proceed to checkout. Fill in the 'New Customer' section and complete the checkout process. We'll send you an email to confirm your online account as well as your order confirmation.
   
   

2. If you don't want to place an online order straight away (choosing your perfect product takes time, after all) you can select the 'Login or Register' link located at the top of the website and enter your registration details.
   
   

How do I log out of my account?

Once you’ve signed into 'My Account', the 'Login or Register' link found at the top of the website will update to 'Logout'. As soon as you've clicked this link a confirmation page will pop up telling you that you've logged out of your account.

I've forgotten my username/ password.

Your username will be your email address. If you forget your password, click the 'Forgotten your password?' link. A new page will pop up asking you to enter your email address. Once you've done this, click 'Submit' and voila! a new password will be emailed to the address that matches your account username. If you're still having problems logging in, get in touch with our Customer Service Team here who will be happy to help.

Can I change my password?

You can change your password at any time from within 'My Profile' when you're logged into your account. Simply select 'Change my Password' and follow the onscreen steps.

What are the benefits of having an online account?

By registering your details and creating an account you'll be able to keep an eye on your order history and status, manage an address book (perfect for when you're sending those last-minute gifts to friends and loved ones), update your personal profile and your most-loved Molton Brown treats, and enjoy a speedier checkout.

I can't seem to access my account.

Not to worry, get in touch with our Customer Service Team here. If you're sure that you've already set up an online account, you could try the 'Forgotten your password?' link instead.

Once opened, how long are your products safe to use?

Our products don’t have expiration dates printed on the packaging, but they do have a period-after-opening (PAO) symbol. A PAO symbol tells you how many months you can use the product after opening This is what it looks like on our packaging:

Most of our products have a PAO of 12 months except for our Skin Care items, which are usually six months. If you’re not sure, it’s best to check the symbol on each individual product.

Our Eaux de Parfum, Eaux de Toilette and Deodorant Sprays do not need a PAO, as these types of products will not age during normal use (i.e. if you’re using the product as recommended and storing it in a cool, dry place).

Are your products safe for children?

All our products contain ingredients of the highest quality and at levels that are globally recommended for safe use (however they are not formulated for children under three). We also carry out an extensive product safety testing process. Molton Brown is fully compliant with the EU cosmetic directive and all other leading cosmetic regulations globally.

I'd like to become a product tester for Molton Brown. Can I do this?

We test our products using a reputable third party test house with professionals who are highly trained. This means we have efficient and accurate information to meet our business needs.

Can I use Molton Brown products if I have a nut allergy?

We manufacture some products at our facility which contains nut derivatives and all of our Body Lotions contain macadamia nut. If you are aware that you’re allergic to nuts/nut derivatives, we recommend that you always check the ingredients list on the back of pack for these ingredients before using any products. You should always check the ingredient list on the back of pack for the most up-to-date information. If there are ever any uncertainties, we recommend that you ask your GP before you use our products.

Are your products paraben-free?

You’ll be pleased to hear that our products are paraben-free.

Are your products sodium laureth sulfate (SLES) free?

We choose to use SLES in our products as we only use ingredients that are safe and legal for cosmetic products around the world. SLES (Sodium Laureth Sulfate) belongs to a family of ingredients called surfactants, which create foam and cleansing action. It’s often confused with SLS (Sodium Lauryl Sulfate), which is known to cause irritation. SLES is a milder surfactant than SLS and is more suitable for beauty products as it’s kinder to skin.

Are your products Gluten Free?
Some of our products contain gluten including: Mesmerising Oudh Accord & Gold Hand & Body Lotion, Thickening Shampoo With Ginger Extract, American Barley Skin-calm Shaving Cream, American Barley Post-shave Recovery Balm, Moisture-rich Shaving Soap, Anti-fatigue Bai Ji Eye Gel, and all Body Oils except Mesmerising Oudh Accord & Gold.

How do I look after my Molton Brown Candles?
The enclosed leaflet that accompanies our Scented Candles is full of very useful hints and tips to help you get the most from your candle and will ensure your safety. Wick trimming is important, and we advise to trim the wick to approx. 3-5mm prior to each lighting, allowing the candle to burn for a minimum of 4 hours, or at least until the top layer of wax becomes to allow for a nice even burn.

Is there a reason for a candle to burn more quickly?
The burn time for our candles is an estimate and can be influenced by several factors:
• Room temperature: A warmer environment accelerates burning.
• Nearby heat sources: Proximity to heaters, radiators, or other candles increases burn rate.
• Burn duration: Longer burns increase wax consumption. We recommend burning for at least 4 hours or until the top wax pool is fully molten for an even burn.
• Wick length: Longer wicks create larger flames, speeding up burn time. For slower, more even burns, keep wicks trimmed to 3-5 mm to minimize flame size, reduce smoking, and maintain wick centrality.

What wax do you use in your candles?
The wax in all our candles is a blend of paraffin wax and other waxes that support fragrance delivery and performance. Although levels can vary, our candles contain an average of 70 - 90% paraffin wax.

How do I get the most out of my Aroma Reeds?
We estimate the diffusion time for our Aroma Reeds (or Refill) is up to 4 months. This may differ slightly between the different fragrances. The environment they’re placed in will impact performance/ speed in which the oil evaporates.

We suggest that the reeds themselves be turned every two weeks or so to revitalise and maintain a consistent fragrance diffusion. If oil remains after four months, we recommend safely disposing of the oil.

Why are Aroma Reeds no longer fragrant but oil remains?
We recommend that the oil should continue to provide an aroma for up to 4 months. The oil will evaporate at a different rate depending upon the environment you keep it in. Some may reach four months with oil remaining and still fragrant, while others may be completely dry. Sunlight, heating, air conditioning and many other factors can affect how long your Aroma Reeds last.
If oil remains after this approximate lifespan and you’re no longer experiencing a fragrance, we recommend safely disposing the oil.

Are your products safe to use during pregnancy?

Our products contain a selection of essential oils of varying strengths. They’re sourced from around the world for their skin and hair benefits. During pregnancy your skin may become more sensitive, so we recommend you consult your doctor if you have any concerns.

Can I use your products during/ following chemotherapy?

Using cosmetic products while undergoing chemotherapy treatment is safe. However, during (and after) chemotherapy, your skin may become more sensitive, so we advise you consult your doctor if you have any concerns.

I have an issue with my product – what should I do?

If you have concerns with any of our products, get in touch with our Customer Service Team here who will be happy to help. To view our full Complaints process, click here

I am having difficulty with the pump on my product

As the volume reduces in the bottle or if it’s had a bumpy journey on the way to you, an air bubble can form at the bottom of the pump dip tube, which means that drawing up the product becomes more difficult.

There are a few ways to resolve this:

• Shake the bottle so that the bottom of the dip tube is immersed in product again

• Tap the bottle to remove the air bubble

• Remove the pump top by unscrewing it from the bottle and then replace it

Why is my favourite product discontinued? What can I use now?

Whilst we appreciate that the discontinuation of a beloved luxury can be disappointing, it’s part of how we grow as a brand and it allows us to offer you exciting new products. We understand that our collections have many loyal devotees, so we assure you that the discontinuation of any product is never taken lightly. We make sure to review our collections carefully before discontinuing the line.

You’ll be able to discover alternative fragrances in-store where a Team Member will be happy to introduce you to our fragrance library. Alternatively, you can get in touch with our Customer Service Team who will be happy to help.

My product looks different from the images on the website.
Although we aim to keep our website as up to date as possible, product images appearing on the website at a particular time, may not always reflect the position at the moment you place an order and are displayed for illustrative purposes only.

Why have you removed the Royal Warrant from your products?
In accordance with the Royal Household’s guidelines, we’ve been phasing out the Royal Warrant granted by Her late Majesty Queen Elizabeth II following her passing. This is why you’ll no longer see it featured on our packaging.
We’re proud to have been granted a new Royal Warrant by His Majesty King Charles III. The Royal Warrant remains a proud part of our heritage, and we’re honoured to continue supplying our products to the Royal Household; upholding the standards of excellence it represents in both quality and sustainability.
However, as part of a recent brand refresh, we’ve updated our logo to better reflect our evolving brand vision and have chosen not to include the Royal Warrant on our packaging. As we transition, you may notice a mix of packaging designs in-store or received as part of an online order. This is due to staggered stock replenishment.

Can I use the Hand Wash as a Bath & Shower Gel?
Our Fine Liquid Hand Washes have a milder formulation than our Bath & Shower Gels and less surfactant (an ingredient that creates foam) as we tend to wash our hands more often.
There’s no reason a Fine Liquid Hand Wash can’t be used for the entire body, however you may find that more product is required to create the same amount of foam you enjoy with our Bath & Shower Gels.

I'd like to become a product tester for Molton Brown. Can I do this?
We test our products using a reputable third-party test house with professionals who are highly trained. This means we have efficient and accurate information to meet our business needs.

Can I buy pumps for my shower gels?

Our Bath & Shower Gel is elegantly packaged in a Boston Round bottle made from recyclable PET plastic, with a non-recyclable flip top lid. These lids allow you to easily control the amount of gel you’d like to use. They make excellent travel companions; you can now purchase the Molton Brown Pump Dispenser separately in-store and online.

Are your products suitable for vegans?

We’re proud to be a 100% vegetarian and certified cruelty free brand. We do use some non-vegan ingredients in our formulas, including beeswax, milk, shellac and ambrettolide. If you’re concerned about a particular product, please reach out to our Customer Service team here who are more than happy to help. You can also find out more about our formulas here: https://www.moltonbrown.co.uk/store/stories/sustainability

I have very senstive skin - are your products right for me?
Our hand and body products are very highly fragranced, which is broadly advisable to steer away from if you have sensitive skin

Our Home Collection which include Candles and Aroma Reeds may be a wonderful way for you to self-indulge in our fragrances, without concern over skin sensitivity.

What are the pH levels of your products?

Most of our Bath & Shower Gels have a pH of 5.0 - 5.5. Bath & Shower Gels with suspended particles, such as Mesmerising Oudh Accord & Gold and Limited Edition Christmas collections, have a pH of 6.2 - 6.5. Our Body Lotions have a pH of 5.0 - 6.0.

Can I use Molton Brown Products with my septic tank?

Using our Bath & Shower Gels should be no different to using other cleansing products that wash through your waste pipes. Unfortunately, we don’t specifically test our products for use in septic tanks but if you have concerns, we recommend that you reach to the relevant waste water disposal company for reassurance.

What is the Leaping Bunny?

The Leaping Bunny by Cruelty Free International is the globally recognisable gold standard for cruelty free cosmetics, personal care and household products and being approved demonstrates that a brand is genuinely committed to helping end animal testing. Molton Brown believes that beauty and household products should be cruelty free.

All of our cosmetics, personal care products and household products are approved by the Cruelty Free International Leaping Bunny. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited. For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org

Do you test on animals?

Since our beginning in 1971, we always has and always will be cruelty free. We’ve never tested our ingredients or products on animals, anywhere in the world, nor do we outsource it to anyone.

This complies with EU Cosmetic Regulations (EC) No 1223/2009 and the testing bans on finished cosmetic products (11th September 2014), as well as ingredients or combination of ingredients (11th March 2009). We’re also proud to be Leaping Bunny approved since 2012. The Leaping Bunny programme demonstrates that a brand is genuinely committed to removing animal testing from its supply chain.

Why have you chosen aluminium for your refillable Bath & Shower Gel bottle?

Our Infinite Bottle for Bath & Shower Gel is made from recycled aluminium (excluding pump) which reduces energy use by 95% and CO2 emissions by 83% compared to virgin aluminium. It’s also a safer option to use in wet, slippery surfaces like the shower.

Why have you named your bottle ‘Infinite’?

We chose the name as aluminium is infinitely recyclable and you also can top up this bottle again and again with our selection of Bath & Shower Gel Refills, reducing your plastic footprint by 63% compared to our standard plastic bottles (a total of 1 x 300ml and 1 x 100ml plastic bottles).

Will the bottle tarnish over time? Can I leave the Infinite Bottle in my shower cubicle? Will it rust/corrode?

Over time and with regular use, it’s expected that your bottle might have natural wear and tear, such as scratches. If scratches are deep enough to expose the metal beneath, the protective layer could cause oxidisation in the form of a white residue. However, oxidisation doesn’t impact how the bottle works and it’ll still be suitable for refilling with your favourite Bath & Shower Gels.

What is the lifespan of the refillable bottle?

We’ve designed our aluminium refillable bottle with longevity in mind, allowing you to refill them time and time again.

I don’t have/ wish to buy an Infinite Bottle can I reuse my plastic/glass bottle or another bottle I have?

We currently offer Bath & Shower Gel Refills for our most iconic fragrances, but it’s perfectly fine to use them to top up your plastic bottles.

Can I recycle the Infinite Bottle and pump?

If you feel the time is right, which we hope won’t be too soon, you’ll be glad to know aluminium is infinitely recyclable, meaning it can be recycled time after time without losing quality. As our pumps are made from mixed materials, they are not able to be recycled at home, so pop it into your general waste.

Can I get a replacement pump?

When you the times comes for you to replace your pump, you can purchase a new one in-store or online for £1.00.

Why are there only 3 options of Bath & Shower Gel in the Infinite Bottle?

We focused our Bath & Shower Gel Refills on our three iconic fragrances: Re-charge Black Pepper, Fiery Pink Pepper and Coastal Cypress & Sea Fennel. However, we’re already working on extending this refillable format across more of your favourite fragrance collections – watch this space!

Will the aluminium bottle become slippery/no grip when used in a shower?

We have designed our Infinite Bottle so that it fits nicely in the palm of your hand. Despite its 400ml capacity, the width is roughly the same of our 300ml plastic bottles, so you should be able to hold it firmly and securely.

Why have you packaged the Infinite Bottle in a card box? Is the packaging recyclable?

We want to ensure that our Infinite Bottle is protected during transit, which is why we have packaged it in a cardboard box. The paper used for the recyclable outer carton and tag is made from 40% recycled materials and 15% argo-industrial waste, consisting of upcycled plant by-products from the food and drinks industry.

Will I make future savings when refilling my Infinite bottle?

The Recommended Retail Price (RRP) per ml for a 300ml Bath & Shower Gel in a plastic bottle is £0.083. The RRP per ml for the Infinite Bottle is £0.095 (on the first fill which is the one you’ll initially purchase). However, the RRP per ml for a Bath & Shower Refill pouch is just £0.07 so you will save in the long run.

I heard aluminium is very energy/ CO2 intensive. Is the Infinite Bottle really sustainable?

We are very conscious of the energy and CO2 implications of using aluminium as a material, which is why our refillable bottle is made from 100% recycled aluminium (excluding pump). This reduces energy use by 95% and CO2 emissions by 83% compared to virgin aluminium.

The bottle is a lot more expensive than your 300ml plastic bottles. Why?

The Recommended Retail Price (RRP) per ml for a 300ml Bath & Shower Gel in a plastic bottle is £0.083 and the RRP per ml for the Infinite Bottle is £0.095 (on the first fill which is the one you’ll initially purchase). However, the RRP per ml for a Bath & Shower Refill pouch is just £0.07 so the aim is that you will save in the long run.

Is it dishwasher safe?/ How should I clean my Infinite bottle?

To keep your refillable bottle in tip-top condition, regularly use a soft, damp cloth to remove any watermarks and avoid any stubborn build-up. Don’t use cleaning products as they may damage the protective outer layer which helps to prevent oxidization. There’s also no need to clean the bottle in between refills if you’re using the same Bath & Shower Gel product. However, if you fancy a change of fragrance with your next refill, complete the following steps using only cooled boiled water:

1. Unscrew and remove the pump dispenser

2. Rinse the outside of the pump with water

3. Submerge the dip tube of the pump in a separate clean bowl/glass of water (it’s important that the dip tube remains submerged to prevent unwanted foaming)

4. Use the pump top to fill the tube to remove any product residue (this may take approx. 10-15 pumps)

5. Rinse the inside of the Infinite Bottle with water until all foam has gone

6. Allow the Infinite Bottle and pump to completely air dry

7. Replenish your bottle with your favourite Bath & Shower Gel Refill

8. Replace and screw the pump back on

9. Bathe or shower in your deeply cleansing and long-lasting scent

Where can I find recycling instructions for your product packaging in France?

To find out how to sort your waste or locate your nearest collection sites, visit www.consignesdetri.fr

Is your manufacturing facility Carbon Neutral?

We’re pleased to share that our UK manufacturing facility, where we proudly manufacture approximately 85% of our products, is now carbon neutral. To reduce carbon emissions, 100% of our electrical energy from renewable sources and redeveloped our shampoos to cold-mix formulations to avoid heating fuel to warm our mixing vessels. We constantly review this process and continue to work closely with our Climate Expert partners who support the evolution of our sustainability journey.

Are your corporate gift boxes recyclable?

As true believers that luxury and sustainability work hand in hand, we’re committed to making packaging that’s good for the environment whilst making you feel good about using them. That’s why our gift boxes that are fully recyclable. To do this, we’ve had to replace the magnet fastening with tabs on both our four- and six-bottle boxes. We’d like to reassure you that the composition and dimensions of the new boxes remain the same as the previous ones.

What are your plastic bottles made from?

Most of our 300ml plastic bottles are made from at least 50% rPET (recycled polythylene terephthalate) – a cleaner, recycled plastic which is more sustainable than regular PET bottles. This reduces our use of virgin plastic by the equivalent weight of approximately 6.2 million Molton Brown 300ml bottles per year.

What is your Return, Recycle, Reward In-Store Initiative

Here’s how it works: Return: Bring your empty Molton Brown plastic bottles to a designated store and pop them into the allocated recycling bin. Recycle: This collection is sent to the Cleantech recycling facility during a stock delivery, keeping our carbon footprint as low as possible. Cleantech recycle our caps, pumps and bottles - turning these into plastic resin, which in the UK is used for many purposes, from moulding new plastic bottles to crafting shoes and building roads – a kinder way of giving back to the earth and nurturing its resources. Reward: As a thank you from us, enjoy 10% off when you return a 300ml bottle or bottles that add up to 300ml (reward excludes returns to outlets) Available in all Molton Brown in the Uk & Irealand. Terms & Conditions apply, click here for more information.

Do you offer refills?

Our refillable programme is part of our ever-evolving sustainable journey to help reduce plastic consumption and waste. As strong believers in positive luxury, we’re committed to doing good for the world around us while making you feel good about using our products. We are pleased to offer refill pouches for both our Hand Wash and Body Wash collections, featured in our best-selling fragrances, as well as refill solutions for our Aroma Reeds that feature as part of our Home Fragrance Collections.

What are the refill options for the glass Hand Wash bottles?
Our Hand Refill collection features our iconic fragrances: Orange & Bergamot, Delicious Rhubarb & Rose, Coastal Cypress & Sea Fennel, Fiery Pink Pepper and Heavenly Gingerlily

What size is the refill pouch?
Our Refill pouches are all 400ml – just the right amount to replenish your Fine Liquid Hand Wash Glass Bottle twice. Our Refills help reduces your plastic footprint by 63% compared to our standard plastic bottles (a total of 1 x 300ml and 1 x 100ml plastic bottles).

Will I make future savings when refilling my glass bottle?
The Recommended Retail Price (RRP) per ml for a 300ml Handwash in a plastic bottle is £0.08. The RRP per ml for the glass bottle is £0.16 (on the first fill which is the one you’ll initially purchase). However, the RRP per ml for a handwash Refill pouch is just £0.07 so you will save in the long run.

Is the refill pouch recyclable?
Unfortunately, it’s currently impossible to find the perfect material for our pouch that’s both recyclable and meets our high-quality standards. By choosing a pouch, you reduce your plastic consumption by 63% compared to purchasing two 300ml plastic bottles.

Is it dishwasher safe?/ How should I clean my glass bottle before refilling?

To keep your refillable bottle in tip-top condition we recommend not using a dishwasher or cleaning product. There’s also no need to clean the bottle in between refills if you’re using the same fragrance of Fine Liquid Hand Wash product. However, if you fancy a change of fragrance with your next refill, complete the following steps using only cooled boiled water:

1. Unscrew and remove the pump dispenser
2. Rinse the outside of the pump with water
3. Submerge the dip tube of the pump in a separate clean bowl/glass of water (it’s important that the dip tube remains submerged to prevent unwanted foaming)
4. Use the pump top to fill the tube to remove any product residue (this may take approx. 10-15 pumps)
5. Rinse the inside of the glass bottle with water until all foam has gone
6. Allow the bottle and pump to completely air dry
7. Replenish your bottle with your favourite Fine Liquid Hand Wash
8. Replace and screw the pump back on

What are the refill options for Aroma Reeds?
Our Aroma Reed refill collection features some of our home fragrance favourites: Orange & Bergamot, Recharge Black Pepper, Mesmirising Oudh Accord & Gold, Delicious Rhubarb & Rose and Coastal Cypress & Sea Fennel.

Do the refills come with new reeds?
Each refill bottle comes with a brand-new set of rattan reeds to provide the best fragrance experience.

What saving am I making on an Aroma Reed refill?
When purchasing an Aroma Reeds Refill, you’re saving 27% in comparison to replacing it with a completely new vessel.

Which fragrances are available in Refillable Body Creams?
Our new Refillable Body Creams come in three of our iconic fragrances, Coastal Cypress & Sea Fennel, Fiery Pink Pepper and Orange & Bergamot, which are enriched with a rich formula of shea butter, cocoa butter and vitamin E.

Are refillable body creams recyclable?
Our Refillable Body Creams can be topped up with our Refill pods which are made from 95% recycled materials and fully recyclable.

How do I refill the refillable Body Creams?
Simply remove the empty pod from your Refillable Body Cream jar, put the new Refill pod into the jar and ensure it fits snugly. Then peel back the lid of the pod and you’re good to go.

Is your manufacturing facility Carbon Neutral?

To reduce carbon emissions, 100% of our electrical energy at our Green Street Factory comes from renewable sources and redeveloped our shampoos to cold-mix formulations to avoid heating fuel to warm our mixing vessels. Whilst we cannot completely eliminate our emissions just yet, we constantly review our processes to support the evolution of our sustainability journey

Are your corporate gift boxes recyclable?
As true believers that luxury and sustainability work hand in hand, we’re committed to making packaging that’s good for the environment whilst making you feel good about using them. That’s why our gift boxes that are fully recyclable. To do this, we’ve had to replace the magnet fastening with tabs on both our four- and six-bottle boxes. We’d like to reassure you that the composition and dimensions of the new boxes remain the same as the previous ones.

What are your plastic bottles made from?
Most of our 300ml plastic bottles are made from at least 50% rPET (recycled polythylene terephthalate) – a cleaner, recycled plastic which is more sustainable than regular PET bottles. This reduces our use of virgin plastic by the equivalent weight of approximately 6.2 million Molton Brown 300ml bottles per year.

What is your Return, Recycle, Reward In-Store Initiative

Here’s how it works: Return: Bring your empty Molton Brown plastic bottles to a designated store and pop them into the allocated recycling bin. Recycle: This collection is sent to the Cleantech recycling facility during a stock delivery, keeping our carbon footprint as low as possible. Cleantech recycle our caps, pumps and bottles - turning these into plastic resin, which in the UK is used for many purposes, from moulding new plastic bottles to crafting shoes and building roads – a kinder way of giving back to the earth and nurturing its resources. Reward: As a thank you from us, enjoy 10% off when you return a 300ml bottle or bottles that add up to 300ml (reward excludes returns to outlets) Available in all Molton Brown in the Uk & Ireland. Terms & Conditions apply, click here for more information.

What is your ‘Recommend A Friend’ scheme and how does it work? To find out more about our Recommend A Friend scheme, take a look at our scheme FAQs.

Can you donate to our Charity?

Doing our bit for the community is important to us and we're really proud of our long history of supporting worthwhile causes. Recently, we decided to help charities that were close to the hearts of our employees.

Currently, we’re partnered with The Prince’s Trust. Founded by King Charles III, this is an inspiring organisation dedicated to helping disadvantaged young people in the UK. As well as fundraising, our teams get involved on a personal level by reviewing and giving advice on CVs and cover letters.

This collaboration stays true to our values which have remained the same for over 50 years, championing individuality, diversity and an openminded attitude.

You can learn more about their incredible work here.

Can you sponsor me individually?
By concentrating on one charity, our contributions make a real impact. While we can't support individuals, we wish you all the best!