If your payment is unsuccessful for any reason, you'll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You'll be able to update your payment options with a different method if necessary.
If the declined message continues to crop up, call our Customer Helpline team free on 00 800 4585 00 76, who are by the phones 8am - 6pm Monday to Friday (UK time), 10am - 4pm (UK Time) Saturday, or email firstname.lastname@example.org and they will do everything they can to help.
3: Can I cancel my order once I've received confirmation?
If your product hasn't been dispatched already, it may be possible for us to cancel your order before the goods have left our warehouse. Get in touch with our Customer Helpline team who are by the phones 8am - 6pm (UK Time) Monday to Friday, 10am - 4pm (UK Time) Saturday, by calling free on 00 800 4585 00 76.
If your goods have already been dispatched, you can refuse the delivery of the order which will then be returned to us. Once this has returned to our warehouse, we'll give you a full refund minus the original postage and packaging cost.
If you've already received the goods, please see our cancellation policy for full details on how to return them to us.
All our products are dispatched in a simple brown cardboard box. There is nothing on the outer packaging to let you (or anyone else) know where the parcel has come from. If the order is being shipped overseas, customs will need more information on the outer packaging in order for them to allow the goods to enter a particular country or state. Whether it's here in the United Kingdom or across the pond, there will be a lovely gift all tucked up in the box.
5: What happens if I've forgotten to redeem a promotional code/ offer?
No need to fret - simply ring our Customer Helpline team as soon as you can on 00 800 4585 00 76, who are by the phones 8am - 6pm Monday to Friday (UK time), 10am - 4pm (UK Time) Saturday, or email email@example.com. It may be necessary to cancel the order you have placed providing that the order has not already been dispatched from our system. A new order can then be made with the promotional code.
If the order has already been dispatched from the system, our Customer Service team will be unable to cancel it. However, you are more than welcome to place a new order with the promotional code applied and then refuse the delivery or return the original order for a refund. Please refer to our returns page for full details.
At checkout, we'll ask you to enter a delivery address. If you've already registered and saved this delivery address as part of your address book, you can simply choose this option when prompted. If you haven't done this, simply enter the delivery name and address of the recipient in the space provided. We hope they love their Molton Brown gift!
We offer an optional complimentary gift box (it's all about the special touches, after all) with all orders. You can choose this option on the basket page. This service is one box per order. Some of our products are already all wrapped up in their own custom presentation boxes and so won't need to be gift boxed. To find out more, browse our product information pages.
9: Will the recipient see the prices of the gifts I've bought?
We don't think you can put a price on beautiful gifts so whenever we see a shipping address that's different from the billing address, we enclose a list which details what the parcel should contain but we keep the price a secret. We do send a sale receipt to the billing address under separate cover (just in case).