Delivery & Returns
  1. ???skipnav.skipToNavigation???
  2. ???skipnav.skipToContent???



Delivery & Returns

UK Delivery


Delivery Options

Standard delivery within 3-5 working days (UK) - FREE on orders over £49

£4.95 for orders under £49. Orders will be despatched by courier, a signature is required.
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 >.

Delivery instructions
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:

  • Leaving parcels over fences
  • Leaving parcels on doorsteps
  • Putting parcels through windows
  • Leaving parcels in bins/bin cupboards or wheelie bins
  • Leaving parcels exposed to the elements

Delivery Charges

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:customerservice@moltonbrown.com.

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:

UK Delivery
International Delivery
Delivery Restrictions - Hazardous Goods
UK Delivery Restrictions
Cancellations
Returns

International Delivery

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. Gibraltar, 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

Delivery Restrictions - Hazardous Goods
 

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:
 

  •  Air sprays
  •  Deodorants/body sprays
  •  Eau de toilettes
  •  Eau de parfums
  •  Cedrus room aroma rocks and replenishments oils



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*
Belgium Puerto Rico Malaysia*
Czech Republic Dominican Republic* Philippines*
Denmark   Singapore
Estonia   South Korea*
Finland*   Taiwan* (msds required for all dg packages)
France, mainland only    
Germany    
Greece*    
Hungary    
Ireland    
Italy, mainland only    
Latvia    
Liechtenstein    
Lithuania    
Luxembourg    
Monaco    
Netherlands    
Norway (postal codes 4000-7700 and 9000-9999 require additional time in transit)    
Poland (excluding postal codes 72600-72605)    
Portugal, mainland only    
Romania    
Serbia-Montenegro    
Slovak Republic    
Slovenia    
Spain, mainland only    
Sweden*    
Switzerland    
United Kingdom (including Northern Ireland), mainland only    
Vatican City    

 

*Limited service area, you will be notified during the checkout stages if we are unable to deliver to your destination address

UK Delivery Restrictions
 

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.

Aberdeen
Arran
Cornwall
Glasgow
Guernsey
Isle of Man
Jersey
Northern Highlands
Oban
Orkney and Shetlands

Region Postcode range Average delivery time (in working days)
Aberdeen AB30-35, AB44-54 2
Arran KA27 2
Cornwall TR21-25 2
Glasgow G83 2
Guernsey GY9 2
Isle of Man IM (all) 2
Jersey All postcodes 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

Cancellations & Returns
 

Distance Selling Regulations
 

Under the EU's Distance Selling Regulations, customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 14 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.

Returns Policy
 

Where goods are simply unwanted and notification is received after the 14 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 customerservice@moltonbrown.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 customerservice@moltonbrown.com. 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 customerservice@moltonbrown.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.

Returns Procedure

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
Style Way
Pineham
Northampton
NN4 9EX

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.

Share: