FAQ & Help

We endeavour to use as many naturally derived ingredients as possible, sourced from sustainable sources around the world. We will not mislead our consumers by implying that our naturally derived or natural ingredients equate to a totally natural product.

Our range of products is unique and therefore our ingredients are unique as well. We use the finest ingredients we source from all over the world depending on the kind of product we want to create (eg: inspiring wild indigo from the Himalaya mountains, relaxing yuan zhi root from China or maracuja passion flower seed oil from the Amazon)

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Yes, please see all of contact details here Contact Molton Brown

Imagine the dark ages, only 30 years ago, when we all had to take our own products for an overnight hotel stay. Then in the 1980s a leading London property fell in love with the range in our Mayfair emporium, and the first dedicated Molton Brown hotel range was born. "Bubbling orange grove" was its name and it was bursting with zesty orange blossoms and oils. Up till then, the amenities business had been dominated by mass produced, low grade products filled with synthetic fragrances. The Molton Brown hotel range was of retail quality, packed with real plant ingredients, used essential oils for its aromas and had a recognised brand name. It was different: it was the first of its kind.

Molton Brown were at the crest of the wave. Travel was changing and hotels were moving from a functional necessity to a lifestyle destination. Architecture and interiors were influencing fashion. Boutique hotels became the place to be seen. Where you stayed said everything about you. It was the start of a new era.

New York, 1990 and our relationship with a landmark Manhattan property resulted in a brand new line of amenities. Here fresh ideas sat alongside some of the favourites from the South Molton Street emporium. The range was a success, the momentum continued and we soon started working with hand selected partners around the world. From Goa to Provence, Moscow to Buenos Aires; amongst the travellers you'll often see a member of our team hopping out of a little boat onto the shore of an island, shoes off, trouser legs rolled up, clutching a Molton Brown leather bag of products to meet a General Manager or Executive Housekeeper. For us, the only way to truly understand the needs of each location is to go there, however far flung.

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Molton Brown's iconic bottle is fully recyclable, and we will be launching ranges in 2008 taking advantage of the most recent environmental advances in packaging. As a business we are currently constructing a five-year plan to become a market leader in environmental ethics, focussed on the reduction of carbon emissions and waste. However green our products and business practices evolve to become, this is never something we would manipulate for marketing purposes.

Molton Brown has a long history of supporting many worthwhile causes. Over recent years the total number of charities supported has extended to just over 95 and has, as a result, become difficult to administer. At the end of 2004 we decided to support a limited number of causes from 2005 onwards so that the sums donated would be more meaningful. In discussion and consultation with all our employees the charities that we will be supporting during 2008 are Cancer Research UK and ChildLine. We regret we are unable to participate in your particular worthwhile cause. We wish you the very best of luck in your efforts and hope that you understand our philosophy.

Molton Brown cards are gift cards which can be used to purchase products or services from Emporia or our Manchester and Bluewater day spas in the UK and Republic of Ireland. They can also be redeemed online through the UK and US websites or through the Molton Brown Customer Service department. Please note Molton Brown cards cannot be used through any Molton Brown counters within department stores.

Molton Brown cards are identified by a unique 21 digit card number and 6 digit PIN; concealed beneath the security panel located on the reverse of the card. Both the card number and PIN number are required when using your Molton Brown card online.

Once your Molton Brown card has been activated, it is the equivalent of cash and must be treated as such.

For full terms of use, please refer to Terms of use of Molton Brown cards.

Molton Brown cards are valid for a period of 24 months from the date of the last transaction against the card; this includes purchases, top-ups and balance transfers. If your card remains dormant for a period of 24 months, any remaining balance on the card will be automatically cancelled. Should this happen, your Molton Brown card will no longer be valid for use and Molton Brown will be unable to credit any remaining balance.

You can purchase Molton Brown cards in any participating Molton Brown Emporia within the UK and ROI, and choose the denomination that you wish to apply to the card. Please note there is a minimum top-up value of £10. Alternatively you can purchase Molton Brown cards via our website at www.moltonbrown.co.uk where you can purchase individual cards in the following denominations:

• £10.00
• £25.00
• £50.00
• £100.00
• £150.00
• £200.00
• £500.00

When you purchase a Molton Brown card in one of our participating Emporia in the UK and Republic of Ireland, your card will be activated at the point of sale. Molton Brown cards purchased online will arrive pre-activated and ready to use; no further action is required.

It is recommended that you register your Molton Brown card online, this will provide protection should your card become lost, stolen or damaged. Register Your card Page.

In this instance, please notify our Customer Service Team on free phone +44 (0) 808 178 1188 or via email at customerservice@moltonbrown.com. Our lines are open from 8.30am to 12 midnight, Monday to Thursday, 8:30am -10pm Fridays and 9am to 5pm, Saturdays (GMT). You can freeze your card online by logging into your Molton Brown card account (by selecting ‘Register Your Card’ and entering your log-in details in the ‘Existing customer’ fields.) Freezing your card prevents it being used whilst it is in this status.

Freezing your card triggers an automated email to notify our Customer Service Team who will issue a replacement card to you for any remaining balance. This will render the old Molton Brown card null and void. Your replacement Molton Brown card will be issued to you by courier within 5 working days to the registered address for that card.

Please note that Molton Brown are only able to replace cards that have previously been registered with us, or where the full card number is known.

A replacement Molton Brown card will be issued for the value of the balance available at the time your Molton Brown card is deactivated. Molton Brown cannot be held responsible for any balance that is lost as a result of fraudulent transactions taking place. Please refer to Lost/Stolen/Damaged Molton Brown cards in our Terms and Conditions for further information.

Registering your Molton Brown card also allows you to:-

• Register further Molton Brown cards against your name where applicable.
• Perform balance transfers which will consolidate the available balance from one card to another. Please refer to 'Balance transfers' for further details.
• Freeze your card in case you should lose your card.

You can keep track of your recent transactions or simply view your outstanding balance online. To perform an online balance enquiry or check your transaction history please visit Check card Balance page.

Any transactions performed on your Molton Brown card will be reflected immediately, whether the transaction took place in one of our Emporia or online.

You can also perform a balance enquiry in any of our participating Emporia in the UK and Republic of Ireland, please ask one of our Sales Consultants who will be happy to assist you.

When performing a balance enquiry online or via a participating Emporia, 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).

You can top-up the balance on your Molton Brown card at any time in participating Molton Brown Emporia in the UK and Republic of Ireland or online. There is a minimum top-up value of £10 but you can choose your denomination thereafter (providing the total value on an individual card does not exceed the maximum amount of £1000 per card).

To perform an online top-up, please visit Top-up Your card page.

To find your nearest store please visit Find your nearest store page.

In the event that should find yourself with multiple Molton Brown cards, you can transfer all available balances onto a single card; irrespective of the country the card was purchased in. To complete this, simply log into your online Molton Brown card account and select 'balance transfer'. You will be required to input the 21 digit number from the reverse of your Molton Brown cards. Please note that by choosing to transfer a balance, you will be transferring the entire balance.

Once the balance transfer is complete it cannot be reversed and the Molton Brown card that the balance has been transferred from will be rendered null and void. Whilst you are able to transfer more than one balance to a single card, the total balance of an individual card cannot exceed the maximum balance of £1000.

In the event that you require assistance whilst performing a balance transfer, please contact our Customer Service Team on free phone +44 (0) 808 178 1188 who will be able to assist you further. Our lines are open from 8.30am to 12 midnight, Monday to Thursday, 8:30am -10pm Fridays and 9am to 5pm, Saturdays (GMT).

Balance transfers can also be completed in participating Molton Brown Emporia in the UK and Republic of Ireland; the Molton Brown cards which you wish to consolidate must be present.

To find your nearest store please visit Find your nearest store page.

You can use your Molton Brown card in any of our participating Molton Brown Emporia within the UK and Republic of Ireland, or via our websites www.moltonbrown.co.uk or www.moltonbrown.com. Molton Brown cards are also accepted by our Manchester & Bluewater Day Spas. Please note Molton Brown cards cannot be used through any Molton Brown counters within department stores.

To find your nearest store please visit Find your nearest store page.

Should you wish to use your Molton Brown card in any of our participating Emporia in the UK and Republic of Ireland, please present this at the till point when payment is requested. You can choose the amount that you would like to be debited from your Molton Brown card in exchange for either full or partial payment against your purchase.

In the event that you do not have sufficient credit on your Molton Brown card to cover the full transaction amount, or you choose to redeem a partial payment against your Molton Brown card, any outstanding monies will need to be paid by credit/ debit card or cash.

When using your Molton Brown card online, you will be requested to enter the 21 digit card number and 6 digit PIN number during the checkout process. You will also be prompted to enter the amount you wish to pay in exchange for full or partial payment against your online order. Once your payment has been processed an order confirmation message will be displayed detailing your order reference.

In the event that there is an insufficient balance on your Molton Brown card to cover the total cost of your online order, you will be prompted to select an additional form of payment; this can be another Molton Brown card or credit/debit card.

Your 6 digit pin number is located on the reverse of your Molton Brown card, concealed by the security strip; this will need to be carefully scratched off to reveal your unique PIN number. Your PIN number will be required when using your Molton Brown card online.

Should you believe that your Molton Brown card has been used fraudulently, please contact our Customer Service Team on free phone +44 (0) 808 178 1188 who will be able assist you. Our lines are open from 8.30am to 12 midnight, Monday to Thursday, 8:30am -10pm Fridays and 9am to 5pm, Saturdays (GMT).

Molton Brown cards can be used in any participating Molton Brown Emporia in the UK and Republic of Ireland or via our websites www.moltonbrown.co.uk/www.moltonbrown.com irrespective of the country which the Molton Brown card was purchased in. Any transactions made against your Molton Brown card, will be performed in the currency of the respective country, based on the relevant day's rate of exchange (www.oanda.com).

If for any reason you are not entirely happy with an online purchase made using your Molton Brown card and you wish to return it for an exchange (or refund where applicable), any money refunded will automatically be credited to the Molton Brown card the purchase was made on.*

If a partial refund is required where the original purchase was made using your Molton Brown card and another form of payment; any refund owed will be credited to your Molton Brown card in the first instance. If the total to be refunded is more than originally paid by Molton Brown card, any remaining refund balance will be refunded to the other method of payment used.

* Where the original Molton Brown card is no longer available, a new Molton Brown card will be activated and any refund applicable will be credited.

Following the introduction of Molton Brown cards, Molton Brown Gift Vouchers will no longer be available to purchase.

Molton Brown Gift Vouchers are valid for a period of 12 months from the date of purchase and will continue to be accepted within Molton Brown Emporia, Molton Brown Day Spa's and via our Customer Service department.

Should you wish to use a Molton Brown Gift Voucher to make an online purchase, you may exchange your Gift Voucher for a Molton Brown card to the same value. This exchange must be completed in a participating Molton Brown Emporia where the currency reflects that of the Gift Voucher.