Payment
What methods of payment do you accept ?
We accept the following payment options / MasterCard, Visa, Maestro, American Express, paypal, Apple Pay & Klarna.
Can I Pay with Klarna ?
You can also pay using Klarna. For more information please click here.
What Currencies can I use ?
Listed currencies you can use are: Great British Pound, Euro, United States Dollar, Australian Dollar, Canadian Dollar, Singapore Dollar, New Zealand Dollar, Japanese Yen & Danish Krone.
Orders
Where is my order ?
Once your order has been dispatched from our warehouse, you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days.
If you can’t find your e-mail make sure you double check your junk/spam folders.
Customer Service Email: please click here
Where do you deliver to ?
We offer delivery within the UK, Ireland & EU. Find out more on our delivery page please click here.
Can I amend or cancel my order after I've placed it?
We aim to ship orders as quickly as possible, so if there’s anything you need to change or cancel, let us know right away and we’ll do our best to help!
Delivery
How long does delivery take?
Orders placed before 1pm are usually dispatched same day (excluding weekends.) We strive for quick delivery times, and usually they’ll arrive within 1-2 days after dispatch. Please be aware during peak periods such as Black Friday, Christmas and sales events, this may take longer.
My order has arrived damaged?
Please take pictures of the outer packaging, the damaged bottle(s) ensuring the bottle number is visible and email the pictures to our Customer Services Team at clic here
Unfortunately damage incidents need to be investigated so we need sufficient photographic evidence.
Please do not dispose of the bottles or packaging until we have advised you that we completed our investigations. All damages must be reported within 7 days of receiving your order.
My order has been received incorrect?
Please check your order confirmation alongside the order you have received and if there are any discrepancies, please email click here with a picture of all the goods received along with the packing slip. All error must be reported within 7 days of receiving your order.
What if I'm not home for my delivery ?
If you’re not home when Royal Mail try to deliver they will leave a “something for you” card and you will be able to collect from your local Royal Mail collection point, or arrange a redelivery.
If your order is being delivered by DX Logistics, then please check your tracking link to see if your order has been delivered to a neighbour, safe place or if they will try again the next working day.
Can I change my mind once my order has been confirmed ?
Once a click and collect order has been placed unfortunately it cannot be amended. If you no longer require the item, once you’ve received your delivery confirmation please contact your chosen store directly who can arrange for your order to be refunded.
Returns & Refund
Can I exchange an item ?
Yes, you can. Simply complete on the returns note found in your parcel and request which item(s) you would like to exchange for. If you’ve requested an exchange, this will be shipped out to you and will arrive within 3-5 working days.
In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded.
What is your returns process?
We accept products back within 15 days for a refund or exchange. We assume customers will test a spray or 2 before returning, however we do not accept bottles that have been used more than this or outside our 15 day policy and they will be returned to you. Please note that products bought as part of a bundle set must be returned as a set for a refund otherwise we can only offer an exchange.. Please contact our Customer Services Team clic here for further details.
Where is my Refund/Exchange ?
Returns can take up to 14 working days to reach us, once processed by our Returns team, depending on your card issuer your refund will land in your account within 5 working days for UK orders, and 10 working days for International orders.
Exchange requests will be processed once we receive your return back at our warehouse, please note our exchange policy is subject to stock availability. If you receive a refund instead of an exchange for your return, unfortunately we were unable to process your request at this time.
If it’s been over 14 working days since you sent your parcel back and you have still not received your refund/exchange, please get in touch with us and attach a picture of your proof of postage receipt, confirm your order number and item(s) you returned. A member of our Customer Service team will get back to you as soon as possible.
*Due to COVID, we have been experiencing delays in returns coming back to us from our returns courier company; our apologies for any inconvenience and additional time frame.
Will my original address costs be refunded ?
Unfortunately, Postage costs will only be refunded if your entire order is damaged or faulty.
I purchased a product and now it's in sale, can I get a refund ?
Unfortunately, we are unable to refund the difference between the original price and the sale price.
I have purchased something online, can I return in the Store ?
Yes, please fill in your returns note included in your parcel and bring it along with you to one of our stores within 15 days of receipt.
Account
I lost my password, how do I reset ?
If you can’t remember your password, we’ll need to reset that for you. Simply click here to change it.
How can I remove my personal information from your database ?
If you would like all information regarding yourself removed from our Manzilmusk database, please contact our Customer Service team clic here.