Delivery FAQs

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).

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, submit a request to our Customer Service Team using this form, and they will do everything they can to help.

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. submit a request to our Customer Service Team using this form, and they will do everything they can to help.

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.

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.

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).

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.

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!

What are your gift wrapping and sample services over promotional periods?

To find out more about these services over our discount promotions, take a look at our Gift Wrap and Sample FAQs.

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

We are trialling a new option where your complimentary gift box will arrive in flat-pack form so you can assemble it at home. Our signature tissue paper will also be included, 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 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 like to treat you so we include a sample with every order - you can choose your favourite during checkout.

We also offer fragrance samples instore with our complimentary Personal Fragrance Consultation and online when you try our interactive Fragrance Finder.

You can find both the store locator and fragrance finder on our website.

To get a taste of our entire product range (and enjoy an impromptu shopping spree), pop into your nearest Molton Brown store for a consultation. Find your nearest store here.

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

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

Twice a year we run special offers in our stores, department store concessions and online, usually after Christmas and during June and July. As part of this we tend to include special sets consisting of 10 x 1.7fl oz 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.

What happens if I've forgotten to redeem a promotional code/ offer?
No need to fret - submit a request to our Customer Service Team using this form. 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.

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.

Can I speak to your Customer Helpline?

We no longer have a helpline. Simply submit a request to our Customer Service Team using this form, and they will do everything they can to help.

What is Klarna?

Klarna is the smooothest & safest way to get what you want today, and pay over time.

What is Pay in 4 and how does it work?

Pay in 4 allows you to split your purchase into 4 interest-free payments, paid every 2 weeks. Once your items are in your cart, just choose Klarna at checkout. The first payment will be taken from your credit card, debit card or bank account when your order is shipped. The remaining three payments will be automatically charged every 2 weeks afterwards.

Who can use Klarna?

To be eligible to use Klarna, you must:

• Be a resident of the United States or its territories

• Be at least 18

• Have a valid card/bank account

• Have a positive credit history

• Be able to receive verification codes via text
  
  

Which payment methods are accepted?

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, Discover, American Express), as well as checking accounts for ACH payments. Please note, prepaid cards are not accepted.

Where can I Pay in 4 with Klarna?

Klarna is currently available nationwide, except for New Mexico, Hawaii and US Territories (excluding Puerto Rico).

If there’s an issue with my order, do I still need to pay for it?

No, you do not need to pay for items that you did not order, are faulty, or broken. Please contact the store to let them know you received the wrong order and follow their instructions. Then, let Klarna know which items you have an issue with:

• In the Klarna app, go to Orders and select the order you want to cancel

• Tap Report a problem or More and then Report a problem

• Select the option that suits you best and follow the instruction to pause your payments
  
  

By doing this, your payment plan will be paused until you’ve resolved the issue with the store. You can check the status of your reported problem on the details page of your purchase in the Klarna app.

What happens if I need to make a return?

Follow the store’s return instructions. Then, let Klarna know which items you have returned by reporting a return:

• In the Klarna app, go to Orders

• Select the purchase, or the items, you wish to return

• Tap Report return

Heads up, if you later wish to return more items than you initially reported in the app, be sure to let the store know so your order details can be updated.

Has Klarna received my payment?

Klarna will send an email confirmation for all completed payments. You can also call or live chat with Klarna’s customer service agents 24/7 to confirm payment.

Can I pay before the due date?

Yes. If you want to pay the next payment or full balance of your payment plan early, simply log into the Klarna app, go to the “Purchases” tab, and select “Payment Options.”

What happens if I don’t pay for my order?

Klarna will email you if your payment is unsuccessful, and try one or more times to collect it. If they can’t collect it, it will be added to your next payment along with a late fee of up to $7.00. The aggregate sum of your late fees will never exceed 25% of your order value at the time of purchase.

Your credit score will not be impacted when you use Klarna payment products.

We're always here to help!

Don’t see your question here? Check out Klarna’s full FAQ page. You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ or by downloading the Klarna app.

How will I know my goods have been dispatched?
As soon as we've despatched your order, you'll receive an email from us confirming the details of your purchase and the shipping method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.

How can I track my order?
We'll email tracking details of your order to you along with your despatch confirmation.

What if I no longer require the order?

Have a look at our online returns procedure to find out more.

Can I upgrade my shipping service once the order has been despatched?

Sorry, once an order has been despatched you can't change the shipping service that you originally chose.

What happens if my order arrives damaged?

No need to worry - if part or all of your order is damaged in transit, simply submit a request to our Customer Service Team using this form and they will do everything they can to help. You will be required to provide photos of the damages for our records.

In some cases we'll have to collect the damaged goods for quality control purposes.

What happens if my goods arrive late?

If your order doesn't arrive by the intended date because of a despatch glitch or with the courier, we will be more than happy to partially/fully credit your shipping costs as long as the fault is a service failure on our part. We're not liable to credit shipping costs in circumstances out of our control (even we can't predict the weather!). Simply submit a request to our Customer Service Team using this form, and they will do everything they can to help.

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.

How do I register for an online account?

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 order confirmation.

2. If you don't want to place an online order right this minute (deliberating over your perfect product needs time, after all) you can select the 'Login or Register' link located at the top of the website and enter your registration details.

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, keep a log of multiple delivery addresses (close at hand for when you're sending those last-minute birthday gifts), update your personal profile and your most-loved Molton Brown treats, and enjoy a speedier checkout.

How do I log out of my account?

Once you have 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, you will be logged out.

I've forgotten my username/ password.

Don't fret, this can be fixed in no time. Your username will be your email address. If you forgot 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 us by using this form.

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.

I can't seem to access my account.

Not to worry, submit a request to our Customer Service team using this form and they will do everything they can to help. If you're sure that you've already set up an online account, you could try the 'Forgotten your password?' link instead.

How do I change my account details to update my new email address?

Your account username (your email address) is the unique identifier for your online account, also used as the means of communication for any online orders that you may place.

For security purposes, we are unable to change the login information for your online account. This is to protect any saved information you may have stored within your existing account, including addresses and saved payment details.

Should you wish to use an alternative email address, we kindly request that you set up a brand new account. This will mean that you will no longer have visibility of your order history or any previously saved information.

We apologise for any inconvenience caused.

How do I add or change an address in my address book?

You can add or remove an address or change one that exists already once you have signed into 'My Account' from within the 'Address Details' section.

How do I join your mailing list?

Welcome aboard! You can keep up-to-date with our latest news by signing up here. Otherwise, you'll have the option of joining our guest list when you're placing an order or registering for an online account. If you feel later on that you'd rather not receive our newsletters, you can opt out (even though they are rather excellent).

How do I unsubscribe from your mailing list?

If we're not your cup of Earl Grey (or perhaps your Inbox is full to bursting), you can unsubscribe in two ways:

1. Click the 'Keeping in Touch' link found in all our emails. This allows you to unsubscribe from our mailing list. If you think you'd miss us terribly, it also allows you to update how often you'd like to receive our newsletters so you can reduce the number of emails without saying Cheerio completely.

2. If you're a registered customer, you can change your preference or unsubscribe from within 'My Account' and 'Email Preferences'. Simply de-select the newsletter check box on the final checkout page when you're placing your order.

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

You can find this out on both the product container and outer carton (if any). As part of EU cosmetic directives (a.k.a. the rules the beauty industry have to follow in Europe), the Period After Opening (PAO) appears as a little picture of an open jar with a number displayed in the middle.

The number tells you how long an opened product can be kept (for instance, 12M indicates 12 months).

We'll let you know the PAO information for our personal care products such as our bath and body, hand washes and lotions, hair products and skincare. We don't provide this information for our candles, fragrances for the home or accessories.

I think my product might have gone off. What should I do?

The testing carried out during the development of our products makes sure that they're all safe and perform at their very best for a minimum of three years since we blended them at our Elsenham factory in the UK.

If you do spot any changes in the appearance or performance of any of our products, our Quality Review team is on hand to investigate and retest the products to ensure their quality hasn't been affected.

Simply send the product(s) together with your postal address and copies of any correspondence you've had with our Customer Service team to our Customer Feedback Manager at this address:

Returns Department

Molton Brown

One Penn Plaza

Suite 4118

New York

NY 10119

For peace of mind, send the product(s) back via traceable delivery or have proof of postage in case they go missing in the post.

Our Quality Review team will then carry out a full investigation. This should take approximately 4 weeks after posting your item. Our Customer Feedback Coordinator will then let you know their findings.

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.

Are your products suitable for vegans?

We’re proud to be a 100% vegetarian and certified cruelty free with Leaping Bunny accreditation. We also have a large selection of formulations which are vegan, meaning these products don’t contain any animal-derived ingredients or animal by-products – they’re stated as ‘vegan formula’ on the product page.

What does ‘vegan formula’ mean?

This means that our product formulations don’t contain any animal derived ingredients or animal by-products.

Why aren’t all your formulations vegan?

We have a small number of formulations which aren’t vegan yet because they contain non-vegan ingredients such as milk, beeswax, or certain animal derived ingredients within the fragrance. However, we’re working towards using vegan alternatives to become a 100% vegan brand in the future.

When will you become a 100% vegan brand?

As this is something we deeply care about, we’re dedicated to becoming a 100% vegan brand over the next few years. In the meantime, you’ll be pleased to know that we’re a 100% vegetarian and certified cruelty free brand with Leaping Bunny accreditation.

Who can I speak to, to get more information about Molton Brown’s vegan status?

Please get in touch here with our Customer Service team to find out more.

Are your products parabens free?

We only include ingredients that are safe and legally allowed in cosmetics products worldwide.

Although there has been considerable media interest regarding the use of parabens, there has been no proof whatsoever that these preservatives have negative effects. We can confirm that our recent relaunch of our core body and hand ranges are completely paraben free, as are our Body Remedies and skincare collections.

We’d also like to reassure you that any new blends we launch will also be paraben free. Our previous blend editions do contain parabens, used as preservatives to keep our products safe and at their best.

Are your products safe to use during pregnancy?

The majority of our products are fine to use during pregnancy but we would recommend that a patch test is performed if the products are being used for the first time or if there has been a period where our brand has not been used on the skin. The skin can become more sensitized during and after the pregnancy months so we would recommend checking against personal reaction before using a product all over your body. Our body remedies sleep range does contain lavender oil - it is advisable to seek medical advice from your doctor regarding these products.

If there are ever any uncertainties we would recommend that you consult your doctor before use.


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 sodium laureth sulfate free?

Our products are not SLES free.

Sodium laureth sulfate (SLES) is part of a family of ingredients known as surfactants. They've been widely used for many years as a cleansing agent in personal care products such as body wash, shampoo and toothpaste. We know from scientific studies that SLES is safe for use in cosmetics and toiletries and is widely used in the EU, USA and Japan.

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

Can I buy pumps for my body washes?

Our bath and shower gels are made with flip top lids which allow you to easily control the perfect amount of gel you'd like to use. We think the flip tops are much better travel companions (if you're doing a spot of globetrotting and can't be parted from your 10fl oz bottle). Our hand washes, lotions and body creams are made with the pump tops attached but we don't sell these separately.

What are Molton Brown gift cards?

Molton Brown 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. Molton Brown gift cards can't be used at any Molton Brown counters in department stores.

They're identified by a unique 21 digit card number and 6 digit PIN found beneath the security panel on the back of the card. Don't forget to have both the card number and PIN close to hand when you're using your card online. You have to have the card physically with you to be able to redeem this in store.

As soon as you begin using your Molton Brown gift card, it's considered the same as using cash and so credit will decrease as you spend.

To find out more, cast your eye over our Molton Brown Gift Card Terms and Conditions.

How long is my Molton Brown gift card valid for?

Your Molton Brown gift card can be used for 24 months once you begin using it. Any remaining balance on your card will be automatically cancelled after 24 months. If this happens, 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 pick up your Molton Brown gift card. Although there is a minimum activation of $10, you can add any amount you would like. Our cards can hold a maximum of $1,000.

If it's easier, you can buy our Molton Brown gift cards on our website in pre-set denominations.

Find your nearest Molton Brown store here.

When can I start using my Molton Brown gift card?

When you buy your Molton Brown gift card , it will be activated at the till point. If you buy your card online, it will arrive ready and raring to go.

What happens if my card is lost or stolen?

If your card is lost or stolen, submit a request to our Customer Service team using this form, and they will do everything they can to help .

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

You can keep track of your recent transactions or simply view your outstanding balance online. To get an update on your balance or check your transaction history, visit our Check Card Balance page.

Any transactions using your Molton Brown gift card will be shown straight away whether the transaction took place in one of our stores or online.

If you happen to be in one of our stores, simply ask one of our staff who can find out much is on your gift card.

When carrying out a balance enquiry online or in-store, your 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 you don't have enough money on your Molton Brown gift card to cover the cost of your online order we'll ask you to select an additional payment method such as a credit or debit card.

I have several 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 from the reverse of your Molton Brown gift cards. By choosing to transfer a balance you'll be transferring the entire balance on the card.

Our Customer Service Team can be reached by using this form.

You can carry out balance transfers in-store if you happen to be out and about - just make sure you have your gift cards with you.

Find your nearest Molton Brown store here.

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 out charities that were close to the hearts of our employees.

Currently, our main charity is Macmillan cancer support. We raise funds through sample sales, cake sales, social celebrations and sporting events (a great excuse for our teams to get together for a good cause).

At Macmillan, they know cancer can affect everything. Your body, your relationships, your money, everything. But Macmillan are there to help people live life, no matter what. They give the support needed to hold on to who you are and what’s important. To find out more, visit macmillan.org.uk/get-involved.