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Delivery Information


*** PLEASE NOTE - Delays are expected due to current circumstances ***

*** Coronavirus Update ***

Mollie Cosmetics remains open for business for online orders only.

 

Any orders placed before 3pm Monday – Friday will be dispatched the same day, orders made after 3pm will be dispatched the following working day.

 

All UK orders are sent via Royal Mail first class or second class signed for delivery. Royal Mail are working hard to ensure all deliveries are made, however due to current circumstances this might result in a delay on orders. It is likely that some areas of the country will experience a reduction in service levels.

 

As stated by Royal Mail: "Normal deliveries should take place throughout the UK today. However, despite our best endeavours, it’s likely some areas of the country will experience some level of disruption due to Coronavirus-related absences at local mail centres or delivery offices. We’re sorry about this. Every item of mail is important to us, so we’re working hard to keep any delays to a minimum. Thank you for your patience and understanding in these unprecedented times."

Due to uncertainty of delivery times at the moment we are unable to give an exact estimated delivery timescale as this completely depends on Royal Mail and the level of disruption in each area. At the moment deliveries are taking between 1-10 working days to arrive.

Please allow 10 working days for your delivery to arrive.
If your order has not arrived within 10 working days we can make a claim through Royal Mail, however we can not do anything before this time as Royal Mail do not class a parcel as late/lost until it has reached 10 working days and they will not accept any claims before this time.

International orders are sent via Royal Mail International signed for delivery. International delivery time varies depending on location.

 

For more information and updates from Royal Mail you can view the changes to their services and many more FAQs by CLICKING HERE.

Delivery Information


Mollie Cosmetics office is open Monday - Friday (excluding bank holidays) 10am-3pm for online orders.

Any orders placed before 3pm Monday – Friday will be dispatched the same day, any orders placed after 3pm will be dispatched the following working day.

 

Orders are sent via Royal Mail signed for delivery.

We have a tracking number for all orders, this will enable us to check:

  • When your parcel has been processed at the post office, ready to send.
  • When a delivery attempt has been made – if you are not home the parcel will then be taken back to your local sorting office for you to either collect or arrange a redelivery, a card will be left by Royal Mail explaining this and letting you know which steps to take next.
  • When your order has been received, we will also be able to view your signature as proof that you have received your order.

 

*** Please note that we are CLOSED on weekends, bank holidays and any other public holidays. Ordering throughout these dates will result in your orders being dispatched at a later date – your order will be dispatched on the next working day. ***

Below are dates that are affected by public holidays, these charts are from the Royal Mail website:

England & Wales 2020:

England and Wales - Public Holidays 2020

 

Northern Ireland 2020:

Northern Ireland - Public Holidays 2020

 

Scotland 2020:

  

Late/Lost orders:

 
Please allow up to 10 working days from dispatch date for your order to arrive. Royal Mail will not class a parcel as late or lost until it has been 10 working days.
If your order has not arrived after 10 working days please contact info@molliecosmetics.co.uk with your full name, order number and delivery address and we can then contact Royal Mail to make a claim for your order.
We do work as quickly as possible to get this sorted but please note that claims/complaints can take up to 30 days to be resolved.
 

My order has not arrived: 

My parcel has been marked as delivered and signed for but I haven’t received it:
If this has happened please firstly check with all members of your household that no one has accepted the parcel.
Please check for a red card left by Royal Mail stating the location of your parcel, check with other members of the household if a card has been left for you.
If you have the card left by Royal Mail this should explain where your parcel is or you can contact Royal Mail for further information.
 
After you have confirmed with all household members and Royal Mail and you can’t locate your parcel please email info@molliecosmetics.co.uk with your full name, order number and delivery address. We will then be able to investigate this further and open a complaint/claim with Royal Mail.
Please note that we are unable to make a complaint/claim until it has been 10 working days from your dispatch date, Royal Mail do not class a parcel as late or lost until it has been 10 working days (even if your parcel has been signed for).
To avoid any fraudulent claims we ask all of our customers to agree to the following points before we will make a complaint/claim for a parcel:
  • You confirm that yourself and all others in your household did not accept or sign for your parcel.
  • You confirm that no card was left to update you on the location of your parcel.
  • You understand that: Royal Mail reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate claims. This includes, but is not limited to, a declaration of non-receipt (or proof of non receipt in appropriate cases).
  • You agree that all information you have given us is correct and understand that any false information is classed as fraudulent behaviour and Royal Mail have the right to take further action if they find evidence of fraudulent claims.
  • You understand that Royal Mail can take up to 30 working days to resolve a claim.
  • You understand that a refund or replacement order will not be issued until the problem has been resolved.

 

Damaged Parcel:

If your parcel has arrived damaged please take photographic evidence of this and email the photographs to info@molliecosmetics.co.uk along with your name, order number and delivery address.
If the damages are caused by our delivery provider (Royal Mail) we will contact them directly to make a complaint/claim for your order.
Please keep all packaging as evidence as Royal Mail have the right to request further information and evidence throughout the claim process, the more evidence you have the easier it will be to get this problem resolved.