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Delivery FAQs1: How will I know my goods have been dispatched?
As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.***Back to top***2: How will my order be dispatched?
From Monday - Friday orders made before 12pm (GMT) will be dispatched by courier that same day and delivered on the next working day by the delivery option you chose during checkout. Orders made after the 12pm (GMT) cut-off time will be dispatched the next working day and once again, delivered by the option you chose. Orders made on Friday before midday will be dispatched the same day but delivered the following Monday. We don't dispatch or deliver on public holidays and some destinations may take just that little bit longer. Learn more here »***Back to top***3: How can I track my order?
We'll email tracking details of your order to you along with your dispatch confirmation. If you're a registered customer you can also find these details by logging into your account and viewing your order history.***Back to top***4: What will happen if I miss the scheduled delivery?
All deliveries will be made via courier service and a signature is needed. Please make sure someone is at the delivery address who will be able to do this. If you do miss your scheduled delivery, the courier should leave a notification card and try again the following working day using the same delivery option. The courier will do this on three consecutive working days unless they're told by you or a Customer Service team member to hold for a future delivery date or that you'll be collecting your gift from the depot instead. If you want to change the delivery address, just let our Customer Helpline team know. If the courier has popped round three times to deliver your goods without any luck, the package will come back to us. If this happens, we'll charge you for any return and ask you to re-send any costs to us.***Back to top***5: What if I no longer require the order?
Have a look at our online returns policy to find out more.***Back to top***6: What happens if my order arrives damaged?
No need to worry - if part or all of your order is damaged in transit, give our Customer Helpline team a call free on +44 (0) 808 1781188, who are by the phones 8am-8pm (UK Time) Monday to Friday and 10am-4pm (UK Time) Saturday, or email firstname.lastname@example.org and we will replace it in a jiffy.***Back to top***
In most cases we'll have to collect the damaged goods at an address that's suitable for you. This is for quality control purposes.7: What happens if my goods arrive late?
If your order doesn't arrive by the intended date because of a dispatch glitch or with the courier, please give our Customer Helpline team a call free on +44 (0) 808 1781188, who are by the phones 8am-8pm (UK Time) Monday to Friday and 10am-4pm (UK Time) Saturday, or email email@example.com. Our team will be more than happy to partially/fully credit your delivery costs as long as the fault is a service failure on our part. We're not liable to credit delivery costs in circumstances out of our control (even we can't predict the highly changeable British weather!)***Back to top***
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.8: Can I upgrade my delivery service once the order has been dispatched?
Sorry, once an order has been dispatched you can't change the delivery service that you originally chose.***Back to top***9: Can you ship all your products to all countries?
We can't deliver the below products because of customs restrictions within certain countries where they are seen as hazardous because of their alcohol content:
- Room sprays
- Deodorants/body sprays
- Eau de toilettes
- Eau de parfums
- Navigations Through Scent fragrances
- Cedrus Room Aroma Rocks and replenishments oils
Here's a list of the destinations we can send these items:
10: Click & Collect: How long will my order take to reach the store?
- Czech Republic
- Dominican Republic
- France (Includes Monaco)
- Hong Kong
- Puerto Rico
- South Korea
- United Kingdom
- United States
- Vatican City
The delivery time for all Click & Collect orders can vary between 1-4 days. You will be notified by email (and by text to the mobile number provided to us during checkout) when the order has been dispatched, and again once it has reached our store and is ready for collection.***Back to top***11: Click & Collect: When will I know my order is ready for collection from the store?
You will receive an email (and by text, to the mobile number provided to us during checkout) confirming that the goods are ready for collection as soon as your order has arrived at your selected store.***Back to top***12: Click & Collect: Do I need to bring anything with me in order to collect my goods?
You will need to bring the following when collecting your order:
13: Click & Collect: How long will my order be held at store?
- Proof of purchase - email or text message
- Your payment card or photo ID
- If someone else is collecting your order for you, they must bring your proof of purchase, as well as their own photo ID.
Orders will be held at your selected store for a period of 7 calendar days from the date you receive notifications that they are ready for collection.***Back to top***14: Click & Collect: What happens if I do not/ am unable collect?
Orders sent to a Molton Brown store that are not collected within 7 calendar days will automatically be refunded in full to the payment method used at purchase. Please note refunds can take 5-7 workings days to show on your account. For orders sent to a DPD drop off point that are not collected within 7 calendar days, a one-time delivery attempt will be made at the billing address entered during checkout. If this delivery attempt is also unsuccessful, the goods will be returned to our warehouse and a full refund will be processed to the payment method used at purchase. Please note refunds can take 5-7 working days to show on your account. DPD local collection - powered by GFS.***Back to top***15: Click & Collect: What if I no longer require the order?
Please refer to our Returns Policy or contact our Customer Service Team via email at firstname.lastname@example.org or by Freephone at +44 (0) 808 1781188. Our lines are open 8am-8pm (UK Time) Monday to Friday and 10am-4pm (UK Time) Saturday.***Back to top***