Shipping & Returns Policy
We aim to dispatch all orders within 3 business days. Please note that if you order multiple products, they may be shipped separately.
UK shipping fees start at just £1.75.
All UK mail is sent via Royal Mail 48 as standard with the option to upgrade to Tracked 24 at checkout. For orders over £40 we offer free standard UK shipping.
Please note, we not longer ship to Germany, more details can be found on our FAQs page.
As of 23 January 2023 we no longer collect taxes at checkout for EU countries.
We continue to sell to EU countries, but we no longer collect taxes, instead these will be collected directly by your countries customs authority, usually before delivery. Please note this may incur additional handling fees for which you will also be responsible. We cannot advise on individual countries customs fees and taxes as every country is different.
International shipping fees start at just £10.00.
All international orders are now sent Royal Mail Tracked as standard. This service aims to deliver within around 5-7 business days.
Due to shipping issues we do not ship to Germany, Brazil, Mexico or Russia.
If your order is delivered outside of the UK, it may be subject to import taxes, customs duties and charges in the destination country, payable by the customer. Mint & Mustard has no responsibility for these charges.
ADJUSTING OR CANCELLING YOUR ORDER
We are able to adjust or cancel your order provided it has not yet been processed. If you need to adjust or cancel your order please contact us as soon as possible via email firstname.lastname@example.org.
If your order has already been processed before you contact us we may be unable to fulfil your request, but you will still have 14 days to cancel your order provided you return it to us.
Mint & Mustard does not offer returns or refunds on Natural 19* items, custom orders, gift cards or digital items.
*Natural 19 items are sold as damaged/flawed seconds and as such are not returnable.
If your order arrives damaged please get in touch within 3 working days of receiving the order. Faulty or damaged items will be either replaced or refunded at no cost to the customer, as appropriate.
If you wish to return your order, please get in touch within 14 days of delivery. Please note the buyer is responsible for all shipping fees for returned goods, unless deemed faulty.
To process a return or report a faulty item, please first email email@example.com with your order number, the name of the product you wish to return and reason for the return.
Unless an item is deemed faulty, we are unable to refund shipping fees. In the case where multiple items are ordered and one item is deemed faulty, we would require all items to be returned in order to refund the shipping fees.
We process all returns within 3 business days. Once your return is received and inspected, you will receive an email to notify you that your item has been received and a refund applied to the original method of payment. Payment processing time is determined by the payment provider but is generally within 3 - 7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please contact your bank, it may take some time before your refund is officially posted.
If you’ve done this and you still have not received your refund yet, please email firstname.lastname@example.org.
DELAYED OR LOST IN TRANSIT
UK Orders - while the vast majority of UK mail arrives next business day, delays can happen from time to time, particularly during peak seasons. We are required to wait 10 business days before we can declare any post as Lost in Transit. If you have not received your order after this time please let us know so we can open a claim and we will either replace or refund your order at no cost to you. All UK mail is scanned for proof of delivery.
International Orders - while the majority of International mail arrives within 7 business days, delays can happen from time to time, particularly during peak seasons. We are required to wait 25 business days after the item was due to arrive before we can declare any post as Lost in Transit. Therefore if you have not received your order six weeks after the dispatch date please let us know so we can open a claim and we will either replace or refund your order at no cost to you.
RETURNED TO SENDER
If your order is returned to sender by our delivery carrier we will contact you to discuss redelivery or a refund. If an order is returned to sender due to any of the below reasons we will be unable to refund shipping fees and in the case of redelivery the customer will be responsible for paying new shipping fees:
- an incorrect or incomplete address was provided by the customer
- the customer fails or refuses to collect the package from their local collection point within the allotted time
- the customer fails or refuses to pay duties or customs fees in the destination country