Shipping & Returns Policy
Please be aware that delivery times will take longer than usual worldwide due to a limited number of flights and postal staff as well as extra precautions being taken at customs and boarders.
For international orders we have had reports of delays up to 6 weeks so please bear this in mind when placing an order outside of the UK.
Thank you for your understanding and we hope you are able to stay safe during this unsettling time.
We aim to dispatch all orders within 3 business days. Please note that if you order multiple products, they may be shipped separately.
We have two UK shipping methods available - Royal Mail 24 and First Class Signed For. Both services aim to deliver within 1 -2 business days.
EU Shipping is now back! There are a few changes that will apply to EU orders as follows:
- All EU orders are now sent Tracked as standard.
- We are required to collect VAT on all EU orders under 150EUR. Taxes are calculated at checkout at your local VAT rate. VAT applies to products and shipping fees.
- Orders over 150EUR will not have VAT collected, instead you will be required to pay taxes and duties directly to your local customs on entry into your country.
- For orders under 150EUR you will not be required to pay taxes or duties at customs as you will have paid them in advance.
We have two International shipping methods available - International Priority and International Tracked. Both services aim to deliver within 5 - 7 business days.
Due to shipping issues we do not ship to 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 email@example.com.
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 on Natural 19* items, custom orders 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 firstname.lastname@example.org 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 email@example.com.
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