Placing an Order FAQs
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Free US standard shipping on every order


Placing an Order FAQs

1: How will I know my order has been successful?

Once your order has successfully been processed, a confirmation page will pop up with your order reference. We'll send you a confirmation email too (just to be sure).

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2: 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, call our Customer Helpline team on toll free 1-866-933-2344, who are by the phones 24 hours a day, every day and will do everything they can to help.

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3: Can I cancel my order once I have received confirmation?

If your product hasn't been despatched already, it may be possible for us to cancel your order before the goods have left our warehouse. Get in touch with our Customer Helpline team who are by the phones 24 hours a day, every day on toll free 1-866-933-2344.

If your goods have already been despatched, 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 returns procedure for full details on how to return them to us.

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4: What's the exterior packaging like?

All our products are despatched 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 out of the United States, 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 States or another destination, there will be a lovely gift all tucked up in the box.

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5: What happens if I've forgotten to redeem a promotional code/ offer?

No need to fret - simply ring our Customer Helpline team as soon as you can on toll free 1-866-933-2344, who are by the phones 24 hours a day, every day. 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, our Customer Service team will 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.

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6: How do you store my personal details?

If you visit our web page our server automatically recognises your domain name but your email address remains private.

We only collect the domain name of visitors to our web page and associated information on what pages customers 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 and phone number.

We collect this information to make our web page even better, keep you in the know about our web updates and get in touch with you to hear your thoughts.

To read more about this, have a look at our privacy policy.

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7: How do I send a gift to someone else?

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

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8: 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.

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

We don't think you can put a price on beautiful gifts so whenever we see a shipping address that's different from the billing address, we enclose a list which details what the parcel should contain but we keep the price a secret. We do send a sale receipt to the billing address under separate cover (just in case).

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10: Can I speak to your Customer Helpline?

Of course. Simply call a member of our team on toll free 1-866-933-2344., who are by the phones 24 hours a day, every day - we're more than happy to help.

If you'd prefer, you can send us an email at uscustomerservice@moltonbrown.com.

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