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Customer Service

Delivery & Returns

Europe Zone 1 Standard Delivery (3-7 business days from despatch*): FREE with orders over 49€ or 4.95€

Europe Zone 1 includes Andorra, Austria, Belgium, Corsica, Czech Republic, France, Ireland, Liechtenstein, Luxembourg, Monaco, Netherlands, Portugal and San Marino. Delivery to Switzerland is temporarily unavailable

Europe Zone 2 Standard Delivery (Up to 10 business days from despatch*): €14,95 Europe Zone 2 includes Denmark, Estonia, Finland, Iceland, Lithuania and Norway

Europe Zone 3 Standard Delivery (5-10 business days from despatch*): €24,95 Europe Zone 3 includes Albania, Bulgaria, Croatia, Malta, Slovenia, Slovak Republic and Ukraine. We no longer ship to Italy, Greece, Cyprus, Spain, Sweden, Hungary or Poland from our EU website. You’ll be able to continue shopping online from our Italian website, Greek website, Cypriot website, Spanish website, Swedish website, Hungarian website and Polish website which have been especially optimised for you. *Delivery lead times may vary dependant on location.

Please note:

  • We do not dispatch or deliver at weekends or on public holiday.

  • International orders may be subject to customs taxes or small delays whilst being processed at customs. Unfortunately these are beyond our control and the recipient of the order is responsible for these charges.

  • We are unable to deliver to PO boxes or military boxes.

There may be rare instances where we are unable to deliver all of the items within your order at the same time, or where there are multiple boxes within your order. You will only be charged once for delivery in this case.

Please note that Molton Brown cannot be held responsible for late or failed deliveries for reasons outside of our control, i.e. in the case of adverse weather conditions.

Tracking details will be included in your order confirmation email. Registered customers will be also be able to locate these details from ‘My Account’ once the order has been despatched.

Can’t find your tracking details?

Please contact our Customer Service team by phone on 00 800 4585 0076 (mobile charges apply), or by submitting this form.

Missed your scheduled delivery?

The courier should leave a notification card, and will reattempt delivery on the next working day. The courier will attempt a redelivery on two 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.

Should the courier be unable to complete delivery after two 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 resend costs that we incur.

Please note that any changes of delivery address will need to be made to the Customer Service team.

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.

For delivery outside Europe, please visit one of the following sites:

UK and Rest of World: Molton Brown UK

Italy: Molton Brown IT

Greece: Molton Brown GR

Cyprus: Molton Brown CY

Spain: Molton Brown ES

USA and Canada: Molton Brown USA

Due to customs restrictions in certain countries and states, we are unable to internationally deliver selected products, which are considered hazardous due to alcohol content:

  • Deodorant Sprays

  • Eaux de Toilette

  • Eaux de Parfum

  • Home & Linen Mists

If there are restrictions to your delivery address, you’ll be notified at checkout. Alternatively, any restrictions are featured on the product description page in the ‘Delivery’ tab.

We are permitted to send ‘hazardous items’ to the following destinations:

  • Andorra

  • Austria

  • Belgium

  • Croatia

  • Czech Republic

  • Denmark

  • France

  • Liechtenstein

  • Luxembourg

  • Monaco

  • Netherlands

  • Norway

  • Portugal

  • Slovenia

  • Spain

  • Delivery to Switzerland is temporarily unavailable

Distance Selling Regulations

Under the Distance Selling Regulations, if you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 working days after the day on which you received the goods you ordered. This excludes personalised items, which cannot be returned or exchanged unless faulty.

Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received.

We will refund the cost of the item(s) ordered and, in addition to this, any paid delivery charge. Please note that the delivery charge refund will be to the value of standard delivery (as permitted by law). Molton Brown are not liable to cover costs of returning the goods. Goods must be returned in their original, unused and saleable condition.

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.

Returns Policy

If you decide to return something and written notification is received after the 14-day cooling off period (please refer to the Distance Selling Regulations above), we would be delighted to offer an exchange or a gift card to the value of the goods up to 28 days from the date you received your goods.

In this instance, please notify us of your intent to return the goods in writing or by submitting this form. Items must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 28-day period has passed, we reserve the right to refuse returns of any unwanted items.

Should you experience any issues with your order, please contact our Customer Service team on freephone (mobile charges apply) 00 800 4585 0076 or by submitting this form. Our lines are open 8am-8pm (UK) Monday to Saturday.

Faulty or Damaged Goods

If 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 freephone (mobile charges apply) 00 800 4585 0076 or by submitting this form. Our lines are open 8am-8pm (UK) Monday to Friday and 10am-4pm (UK) Saturday. 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.

If a replacement is not required, please notify us and we will refund the cost of the damaged products. 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 or by submitting this form. 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. Affix the Returns Label found on your dispatch note to the exterior of the parcel. The cost of returning the goods is your responsibility.

If you no longer have the Returns Label, please ensure the order reference is clearly displayed on the exterior of the parcel and send to the following address:

DACHSER Biebesheim GmbH

Molton Brown

Lise-Meitner-Straße 2

64584 Biebesheim am Rhein

Germany

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 or 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. If the promotion item received is a gift card and the gift card amount has been spent in whole or in part prior to returning the item(s) from your order, the amount on the gift card that has already been spent will be deducted from the refunded or exchanged amount owed to you.

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 or to the PayPal account 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.