Severe Weather Conditions - update 13/02/2014
Due to the adverse weather conditions affecting some parts of the UK, our delivery services may be affected in the following areas:
Berkshire: RG2, RG4, RG7, RG30
Buckinghamshire: SL1 - 3, SL8
Ceredigion: SA44, SA48, SY5 - SY9, SY23
Cornwall: PL11, PL22, PL23, PL33 - PL35
Dorset: DT5, DT11
Glamorganshire: CF32 7
Gloucestershire: GL2, GL19, GL20
Hampshire: PO7, PO12, PO14, PO16, PO17, GU10, GU34, RG20 - RG22, RG24 - RG27, RG29, SO18, SO20 - SO24, SO30 - SO32, SO50, SO51, SO53
Herefordshire: HR1, HR9
Kent: CT3, CT4, CT18, TN11, TN12, TN18, TN29, ME18
Middlesex: TW16 to TW19
Monmouthshire: NP13, NP8, NP25
Oxfordshire: OX10 to OX14
Shropshire: WV15, WV16, TF12 5
Surrey: TW20, RH5, GU3 - GU5, GU8, KT13, CR3, CR8
Wiltshire: SP9, SP11
The adverse weather has also caused cancellations of ferry services to the Isle of Man which will affect delivery services to the island.
Standard delivery within 3-5 working days (UK) - FREE (or £4.95 on orders under £49)
Orders will be despatched by courier, a signature is required. Orders of £49 or more will receive free UK standard delivery.
Outer Hebrides may take longer than 4 days.
Next Day delivery (UK only) - £7.95
Orders to UK addresses placed before 12pm Monday - Thursday will be despatched on the same day and delivered the next working day. A signature is required. Orders placed between Friday - Sunday will be delivered on Tuesday.
Due to geographical location, some destinations will take 2 days - see all 2 day destinations >
International within 3-5 working days - Price will be calculated at checkout. Read more about International Delivery times and charges >
International orders may be subject to customs taxes or delays while going through customs. Unfortunately, these are beyond our control and the recipient of the order will be responsible for these charges.
Please note: we do not dispatch or deliver at weekends or public holidays and are unable to deliver to PO box and military base addresses. Certain destinations may take a little longer - please click here for full delivery information >.
We want to make sure that your Molton Brown goodies arrive safe and sound, so there are a few delivery requests we can't commit to:
In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, you will only be charged once for delivery.
Please note that Molton Brown cannot be held responsible for late/failed deliveries for reasons outside of our control i.e. in the cases of adverse weather conditions.
Tracking details for your order will be included in your order confirmation email (registered customers will also be able to locate these details from within their account area once despatch has been confirmed). Alternatively, please contact customer service on free phone +44 (0) 808 178 1188 or email us at:firstname.lastname@example.org.
All deliveries will be made via courier service where a signature is required. Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier should leave a notification card and re-attempt the following working day. The courier will attempt delivery the order on 3 consecutive working days, unless they are instructed by the recipient or a member of our Customer Service team to hold for a future delivery date or collection will be made from the depot. Please note that changes of delivery address will need to be made via the Customer Service team. Should the courier be unable to complete delivery after the 3 attempts have been made, your order will be returned to us. In these cases Molton Brown reserve the right to charge you again for any return and re-send costs that we incur.
Please note, we do not despatch or deliver at weekends or public holidays and are unable to deliver to PO Boxes.
Please click on the links below to view relevant delivery information:
Our international shipping charges are based on a flat rate cost which is automatically calculated during the checkout process once the delivery destination country has been selected. All international orders will be delivered within 5-7 working days from the date of dispatch. European deliveries are usually made within 2-7 working days.
Orders placed before 12pm midday (GMT) Monday - Thursdays will be dispatched by international courier on the same day.
Orders placed after the 12pm midday (GMT) cut off time will be dispatched the following working day*. Please note that we do not dispatch or deliver at weekends.
*Subject to card authorisation and stock availability.
Due to the current political climate, additional security checks are taking place in many countries. This may result in a small delay to the delivery of orders to certain countries.
International orders may be subject to Customs inspections and/or fees based on each country's specific regulations. Molton Brown is not responsible for these actions or any reimbursement of customs fees or taxes. Should the recipient refuse to pay these charges, the purchaser will be liable to pay the returns costs. If the returns cost exceeds the products value and the option of abandoning/destroying the goods is chosen, no refund will be given for the order.
International Delivery Charges
Our international delivery charges are calculated by destination country and then by weight of order. Please locate the delivery zone for your country in the table below, then see below for the delivery charges by weight for each delivery zone.
|Delivery Zone||Delivery Countries||Average delivery times (Mon-Fri)|
|Zone 2||Belgium, Ireland, Luxembourg, Netherlands||From 2 days|
|Zone 3||France, Germany||From 2 days|
|Zone 4||Austria, Denmark, Finland, Greece, Italy, Portugal, Spain, Sweden||From 2 days|
|Zone 41||Czech Republic, Hungary, Poland, Slovenia, Slovakia,||From 2 days|
|Zone 42||Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania||From 2 days|
|Zone 5||Albania, Andorra, Canary Islands, Channel Islands. Moldova, San Marino, Turkey, Ukraine||From 5 days|
|Zone 51||Switzerland||From 5 days|
|Zone 6||US - New Jersey, US - New York||From 5 days|
|Zone 7||US (except New Jersey and New York), Mexico, Canada||From 5 days|
|Zone 8||China, Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Africa, Taiwan, Thailand||From 5 days|
|Zone 9||Bahamas, Bahrain, Bermuda, British Virgin Islands, Cook Islands, Dominican Republic, Egypt, Fiji, French Polynesia, Granada, India, Iraq, Israel, Morocco, Pakistan, Qatar, Saudi Arabia, Tahiti, United Arab Emirates||From 5 days|
|Zone 10||Algeria, Argentina, Chile, Costa Rica, Ecuador, Liberia, Libya, Seychelles, Tunisia||From 5 days|
|Zone 11||Australia||From 5 days|
|Zone 12||New Zealand||From 5 days|
International Delivery Zone Charges by Weight:
|0 - 3kg||3 - 5kg||5 - 7kg||7 - 10kg|
|Zone 2||£18||£21 - £30||£33 - £42||£45 - £60|
|Zone 3||£22||£25 - £34||£37 - £46||£49 - £64|
|Zone 4||£27||£30 - £39||£42 - £51||£54 - £69|
|Zone 41||£28||£31 - £40||£43 - £52||£55 - £70|
|Zone 42||£28 - £31||£34 - £43||£46 - £55||£58 - £73|
|Zone 5||£28 - £31||£34 - £43||£46 - £55||£58 - £73|
|Zone 51||£28 - £31||£34 - £43||£46 - £55||£58 - £73|
|Zone 6||£21 - £24||£27 - £36||£39 - £48||£51 - £66|
|Zone 7||£25 - £28||£31 - £40||£43 - £52||£55 - £70|
|Zone 8||£30 - £33||£36 - £45||£48 - £57||£60 - £75|
|Zone 9||£36 - £39||£42 - £51||£54 - £63||£66 - £81|
|Zone 10||£39 - £42||£45 - £54||£57 - £66||£69 - £84|
|Zone 11||£39 - £109||£129 - £199||£219 - £279||£299 - £399|
|Zone 12||£39 - £109||£129 - £199||£219 - £279||£299 - £399|
Unfortunately due to customs restrictions within certain countries/ states, we are unable to deliver the following products which are considered hazardous due to the alcohol content:
Please find a list of destinations that we are permitted to send hazardous items to below:
|Europe||North America/ Americas||Asia|
|Andorra (destination only)||Canada||Hong Kong|
|Austria||U. S. (not including Hawaii and Alaska)||Japan*|
|Czech Republic||Dominican Republic*||Philippines*|
|Finland*||Taiwan* (msds required for all dg packages)|
|France, mainland only|
|Italy, mainland only|
|Norway (postal codes 4000-7700 and 9000-9999 require additional time in transit)|
|Poland (excluding postal codes 72600-72605)|
|Portugal, mainland only|
|Spain, mainland only|
|United Kingdom (including Northern Ireland), mainland only|
*Limited service area, you will be notified during the checkout stages if we are unable to deliver to your destination address
Please note that due to geographical location, the following destinations may take a little longer to receive orders. For these regions, when Next Day delivery is selected, the courier will aim to deliver in two working days. Where Standard delivery is selected, deliveries should arrive within four working days, except for ZE postcodes.
Isle of Man
Orkney and Shetlands
|Region||Postcode range||Average delivery time (in working days)|
|Isle of Man||IM (all)||2|
|Northern Highlands||AB36-38, AB55-56, HS1-8, IV (all), KW0-14, PH17-32, PH34-48||2|
|Oban||HS9, KA28, PA20-99, PH33, PH49-99||2|
|Orkney & Shetland||KW15-99, ZE (all)||2|
Under the EU's Distance Selling Regulations, customers located in the European Union are entitled to a 7 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 7 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. Molton Brown are not liable to cover costs of returning the goods.
If for any reason we have arranged to collect the goods from you, we reserve the right to recover the costs of collection from you*.
*Please note this only applies to customers located within the European Union.
Where goods are simply unwanted and notification is received after the 7 day cooling off period, we will be delighted to offer an exchange or a gift card to the value of the goods within 28 days of you receiving the goods. Molton Brown are not responsible for covering costs of returning the goods.
In this instance, please notify us of your intent to return the goods in writing, or by email to email@example.com. Items must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 28 day period has passed we have the right to refuse exchanges of any unwanted items.
Should you experience any issues with your order, please contact our Customer Service team on free phone +44 (0) 808 178 1188 or via email at firstname.lastname@example.org. Our lines are open 24 hours a day, 7 days a week.
Faulty/ Damaged Goods
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service team on free phone +44 (0) 808 178 1188 or via email at email@example.com. Our lines are open 24 hours a day, seven days a week. The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.
Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.
Where goods are believed to be faulty, please notify us of your intent to return the goods in writing, by fax or by email. All goods believed to be faulty will be required for Quality Review. Once this item(s) have been received, a Quality Review Investigation will take place which can take 5-7 working days to complete. Correspondence will be made directly with the customer.
All returns should be wrapped securely in the same packaging in which the items were originally received, with the order reference clearly displayed on the exterior.
Our return address is:
Molton Brown Direct
c/o Dalepak Ltd
If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging.
We recommend that returns are made via recorded delivery and/ or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for a refund (please refer to Distance Selling Regulations), the free gift must also be returned in order for the credit to be performed.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for an exchange, the free product must also be returned in cases where the value/ type of the exchanged items no longer meets the criteria requirement to qualify for that promotion.
Where an order has qualified for a discount to be applied to a product this discount shall no longer apply if upon returning part of the order the resulting value is below the threshold for the discount to apply. The discounted products must therefore either be returned or they shall be charged at the full retail price.
Exchanges will be processed within 2 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate.
Where the goods have been received as a gift, items may be exchanged for alternative products or the amount can be applied to a Molton Brown gift card.
Where a refund is due, this will be processed onto the credit/ debit or Molton Brown gift card with which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank.
Where the original purchase was made using your Molton Brown card and another form of payment; any refund owed will be credited to the 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.