Frequently Asked Questions
The questions and answers are arranged in groups of similar subjects to help you
to find your query more quickly
How do I get in touch with you? (link to contact us page)
Product
The product I would like to order is out of stock, when
will it be back in stock?
What are the ingredients?
Are your products tested on animals?
Why don’t I always get the samples I asked for?
Ordering
How can I get my order quickly?
How do I find out the cost of postage?
Will I be kept updated if I order an out of stock item?
Will I be charged twice if my order is delivered in two shipments?
Can I order from overseas?
Do you ship overseas?
How do I use my Discount Code?
My discount code didn’t work, what do I do?
I have given the wrong delivery address, what should I do?
When do I pay for my order?
Delivery
What happens if no-one is in when my order is delivered?
You have sent an e-mail to say my parcel has been dispatched
but I have not received it, what shoud I do?
What happens if some items are missing form my order?
My product is damaged, what should I do?
Returns
I have an allergic reaction to a product, how can you help?
I am unhappy with the product I have received, what should I
do?
How long does my refund take?
Continue shopping
Product
The product I would like to order is out of stock, when
will it be back in stock?
We receive regular deliveries of all of our products, usually every 7-10 days.
If you would like us to let you know when an items is back in stock please e-mail
us detailing which product you would like.
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What are the ingredients?
We aim to provide as much information as possible about the products we sell.
We will add ingredients lists to all of our products, but if in the meantime
you have a particular concern please e-mail or phone us – we will be happy
to help.
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Are your products tested on animals?
Absolutely not – none of our products are tested on animals. We even stock
shaving brushes with artificial bristle, made to look like Badger hair, beause
we do not want to compromise our policy in any way.
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Why don’t I always get the samples I asked for?
We try to give everyone the samples they request. However, in many cases we
are dependent upon the brands making samples available, and in some cases e.g.
foaming cleansers, samples are unfortunately not available because of the nature
of the product.
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Ordering
How can I get my order quickly?
We offer next working day delivery with 2 different delivery times: by 1.00pm
and by 9.00am. Please select the appropriate service from the delivery options
drop down menu in the Shipping and Handling section
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How do I find out the cost of postage?
All postage is calculated based on the weight of your basket, the delivery destination,
and your choice of delivery service. Having selected the items you would like
and added them to your basket, go to the check out, select your delivery country,
click on to the next page and scroll down to the Shipping and Handling section
– all of the available post options and costs will be shown in the drop
down menu
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Will I be kept updated if I order an out of stock item?
Yes you will. We are in regular contact with our suppliers and of there is a
delay won any particular item we will of course keep you informed.
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Will I be charged twice if my order is delivered in
two shipments?
No – if an item is out of stock we will pay the additional costs arising
from immediately shipping in stock items, and sending on an Out of Stock item
as soon as we receive it. We will also send the Out of Stock item using the
same postal service as the main part of your order.
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Can I order from overseas?
Yes of course. Please refer to the drop down list on the first page of the check
out procedure for a full list.
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Do you ship overseas?
Yes we regularly ship overseas. Please refer to the drop down list on the first
page of the check out procedure for a full list.
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How do I use my Discount Code?
Having selected your items, please go to the Check Out. On the second page,
after entering your address details, please copy or type your code into the
box marked ‘Coupons’. The adjustment will be applied automatically.
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My discount code didn’t work, what do I do?
If your code does not work but you have placed your order, please either e-mail
or phone us and we will apply your discount to your order and will refund the
appropriate amount to your card
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I have given the wrong delivery address, what
should I do?
Please either e-mail (orders@musthave.co.uk) or phone us (01908 319225) so that
we can amend your order before dispatch
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When do I pay for my order?
Your credit card will be charged at the time you place your order
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Delivery
What happens if no-one is in when my order is delivered?
A card will be put through your door advising that delivery has been attempted,
and telling where your parcel has been taken.
You can ask for the parcel to be left with a neighbour by adding an appropriate
comment in the special delivery instructions box.
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You have sent an e-mail to say my parcel has been dispatched
but I have not received it, what should I do?
First of all please check with your local sorting office to see if your parcel
is being held there, even if you haven’t received a card through your
letter box. If the parcel is being held, the Royal Mail will only arrange re-delivery
with the addressee – we cannot do this on your behalf.
If your parcel is not being held there then please send us an email (orders@musthave.co.uk)
with your order number and name and a brief explanation and we will try track
your item for you.
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What happens if some items are missing form my order?
We rigorously check every order before dispatch, but mistakes can happen. Please
let us know and we will arrange for the missing item to be re-sent as soon as
possible.
If the missing item is small, please carefully check the packaging as small
items can sometimes be missed if sent in a large box with other products.
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My product is damaged, what should I do?
Please keep the product and the packaging, and let us know which item is damaged
(orders@musthave.co.uk). We will arrange for a replacement to be sent as quickly
as possible, with a freepost returns label for you to send the damaged item
and packaging back to us. We do need the packaging as well as the item, so please
keep both
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Returns
I have an allergic reaction to a product, how can you
help?
This is very unusual, but if it does happen please let us know as quickly as
possible and we will arrange for the product to be returned to us free of charge.
If you have a particular sensitivity, we recommend that you ask for a free sample
first, to reduce the risk any inconvenience or disappointment
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I am unhappy with the product I have received, what
should I do?
Naturally we hope that you will be delighted with your products. However, if
you do wish to return one please let us know as quickly as possible. We will
advise how to return the product to us. We can only refund unused items returned
in good condition, please make sure that the returned item is carefully packaged
to prevent damage on its journey back to us.
Please click the link below to see a full copy of our Returns Policy.
If you are unsure you can always request a free sample before you buy
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How long does my refund take?
We will process your refund as quickly as we can once any returned items are
received back with us, provided they are in resalable condition.
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Click to here to view a full copy of our Returns Policy
Continue shopping
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order line : 01908 319225
