Orders & Order Status
Where is my order?
You can track the progress of your order at any time using the tracking link sent to you in your dispatch confirmation email. If you haven't received this yet, please see below for what our order statuses mean, or get in touch with our Customer Service team and we'll happily look into it for you.
What does it mean when my order status shows as "successful"?
A successful order means that we have received your order and payment. Your order will be processed within 24 hours, after which you'll receive further updates on its progress.
What does it mean when my order status shows as "complete"?
Once your order is marked as complete, it means we have handed it over to our courier partner for delivery. You will then receive communication directly from our courier with updates on your delivery's progress.
Can I make changes to my order once it has been placed?
If your order hasn't been dispatched yet, we may be able to make changes or cancel it for you. Please contact our Customer Service team as soon as possible so we can assist before it's handed over to our courier.
Order Delivery & Tracking
How can I track my order?
We'll email tracking details of your order as part of our dispatch confirmation, and we'll keep you regularly updated with information from our couriers. Your contact details are shared with the couriers, who may send you SMS messages with allotted time slots of when the delivery will take place on the day.
If you haven't provided us with your mobile number during order placement, there's an option to add this once the goods are dispatched, using the link provided in our tracking communication emails.
If you're a registered customer, you can also find these details by logging into your account and viewing your order history.
What does the status of my shipment mean?
In Transit — this means that your order is on the way to the delivery address and will arrive soon. Some of our couriers provide you with an hourly slot for the expected arrival.
Carrier Delay — there may be a slight delay with the delivery due to an issue with the courier. Expect to receive further updates within 24 hours.
Address Change Requested — address changes can only be made with our Customer Service team. This status will show if an instruction to change the delivery address of a shipment has been successful.
Returned to Shipper — delivery has been unsuccessful due to incomplete address details, difficulty locating the destination, or a request to return the parcel made by our Customer Service team. The shipment will be returned to our distribution centre.
In Transit to Sender — after the Return to Shipper instruction has been received, this status confirms the shipment is on its way back to our distribution centre.
What will happen if I miss the scheduled delivery?
All deliveries will be made via courier service, where either a signature will be required or a photograph will be taken of the location where the parcel has been delivered.
If you miss your scheduled delivery, the courier should leave a notification card and either re-attempt the delivery the next working day or provide you with details on how to reach your parcel at a local drop-off store. If the goods are returned to our warehouse, we'll notify you upon receipt of these at our warehouse.
What's the exterior packaging like?
All our products are dispatched in a simple brown cardboard box. There's nothing on the outer packaging to let you (or anyone else) know where the parcel has come from.
What if I no longer require the order?
Please take a look at our online returns policy to find out more: https://moltonbrown.co.za/pages/delivery-returns
Can I upgrade my delivery service once the order has been dispatched?
We're sorry, once an order has been dispatched you can't change the delivery service that you originally chose during checkout.
Delivery Issues
What happens if my order arrives damaged?
No need to worry — if part or all of your order is damaged in transit, reach out to our Customer Helpline team and we will replace it as soon as possible. In some cases we'll have to collect the damaged goods at an address that's suitable for you. This is for quality control purposes.
What happens if my goods arrive late?
If your order doesn't arrive by the intended date because of a dispatch glitch or with the courier, reach out to our Customer Helpline.
Our team will be more than happy to partially/fully credit your delivery costs as long as the fault is a service failure on our part. We're not liable to credit delivery costs in circumstances out of our control.
If the courier has tried to deliver your parcel but for whatever reason, no one is at home to sign for it, we won't see this as a late delivery and goodwill credit will be given.
What should I do if my order hasn't arrived when expected?
We're sorry that your order has been delayed. If you've paid for an express shipping option, please get in touch with us here and our team will assist you further.
If your order is on standard delivery and within the delivery time frame of our usual 2-5 working days — just hold on tight — your order should be with you soon. Delivery updates should be sent to you regularly. During busy periods, deliveries may take a little longer than usual. Check out our delivery information pages for any updated delivery information, including extended delivery times.
My order says it's been delivered but I haven't received it?
We're sorry that you've not received your order. Occasionally, if our couriers know the area, they may choose to leave the parcel in a safe place or with a neighbour. We recommend you check in all the usual places and if you still don't have any luck, get in touch with us — our team will assist you further.
Delivery & Courier
How will I know when my order is on its way?
Once your order is complete and handed to our courier partner, you will receive communication directly from the courier with updates on your delivery, including expected delivery timeframes.
Do I need to provide a PIN when my order is delivered?
Yes. For your security, please always have the PIN sent to you available and provide it to the courier upon delivery. This helps confirm that your parcel is being handed to the right person.
Will I be asked to pay any additional fees to receive my delivery?
No. You should never be asked to pay any additional courier fees to receive your order. If you are contacted by anyone claiming you owe an outstanding payment before your delivery can be completed, please be cautious — our courier partners will not contact you personally to request outstanding payments. If you're ever unsure, please contact our Customer Service team directly before making any payment.
Promotions & Discounts
Do you offer a discount for first-time customers?
Yes. When you sign up to our newsletter, you'll receive a 10% discount code to use on your first purchase with us. Keep an eye on your inbox after signing up for your unique code.
I haven't received my sign-up discount code — what should I do?
Please check your spam or junk folder first, as our emails can occasionally land there. If you still can't find it, get in touch with our Customer Service team and we'll be happy to help.
Gift Cards
How long is my Molton Brown Gift Card valid for?
Your Gift Card is valid for 3 years from the date of purchase.
What happens to the remaining balance if my Gift Card expires?
Once a Gift Card reaches its 3-year expiry date, any remaining balance will be automatically cancelled. Unfortunately, once expired, we're unable to reinstate the balance or credit it to a new card, so we recommend using your full balance before the expiry date.
How can I check my Gift Card balance?
You can check your available balance online or by contacting our Customer Service team, who will ask for your card number to assist you.
Sending a Gift
How do I send a gift to someone else?
At checkout, we'll ask you to enter a delivery address. If you've already registered and have saved this delivery address as part of your address book, you can simply choose this option when prompted.
If you haven't done this, enter the delivery name and address of the recipient in the space provided. We hope they love their Molton Brown gift.
Will the recipient see the prices of the gifts I've bought?
We include a dispatch note inside the box that simply lists what products are included, without any pricing shown.
What's the exterior packaging like?
All our products are dispatched in a simple brown cardboard box. There is nothing on the outer packaging to let you (or anyone else) know where the parcel has come from.
Gift Wrap & Samples
Can I have my order gift boxed?
We offer an optional complimentary gift box (it's all about the special touches, after all) with all orders. You can choose this option on the basket page. This service is one box per order. Some of our products already come wrapped up in their own custom presentation boxes and so won't need to be gift boxed. To find out more, browse our product information pages.
Do you offer free samples?
We love treating you, so we include a complimentary sample with every order — you can choose your favourite during checkout.
If you've seen one of our products that has really caught your eye and you'd love to try it, let us know. Once you've made your purchase, contact our Customer Service team.* Samples are subject to availability and are limited to two per request. If we don't have the samples you've chosen this time, we'll make sure we replace them with alternatives we think you'd like.
*T&Cs apply. Only orders made within a 2 weeks of your sample request will be considered.
Can I buy your sample-sized products as wedding favours or for goody bags?
We don't sell our samples, so we can't offer them as wedding favours or for goody bags.
Online Account
How do I register for an online account?
There are two ways you can do this:
- Choose the products you wish to purchase and proceed to checkout. Fill in the 'New Customer' section and complete the checkout process. We'll send you an email to confirm your online account as well as your order confirmation.
- If you don't want to place an online order straight away (choosing your perfect product takes time, after all) you can select the 'Login or Register' link located at the top of the website and enter your registration details.
How do I log out of my account?
Once you've signed into 'My Account', the 'Login or Register' link found at the top of the website will update to 'Logout'. As soon as you've clicked this link a confirmation page will pop up telling you that you've logged out of your account.
I've forgotten my username/password.
Your username will be your email address. If you forget your password, click the 'Forgotten your password?' link. A new page will pop up asking you to enter your email address. Once you've done this, click 'Submit' and voila! A new password will be emailed to the address that matches your account username. If you're still having problems logging in, get in touch with our Customer Service team, who will be happy to help.
Can I change my password?
You can change your password at any time from within 'My Profile' when you're logged into your account. Simply select 'Change my Password' and follow the onscreen steps.
What are the benefits of having an online account?
By registering your details and creating an account you'll be able to keep an eye on your order history and status, manage an address book (perfect for when you're sending those last-minute gifts to friends and loved ones), update your personal profile and your most-loved Molton Brown treats, and enjoy a speedier checkout.
I can't seem to access my account.
Not to worry, get in touch with our Customer Service team. If you're sure that you've already set up an online account, you could try the 'Forgotten your password?' link instead.
Sustainability
What is the Leaping Bunny?
The Leaping Bunny by Cruelty Free International is the globally recognisable gold standard for cruelty free cosmetics, personal care and household products, and being approved demonstrates that a brand is genuinely committed to helping end animal testing. Molton Brown believes that beauty and household products should be cruelty free.
All of our cosmetics, personal care products and household products are approved by the Cruelty Free International Leaping Bunny. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.
We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited. For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org.
Do you test on animals?
Since our beginning in 1971, we always have and always will be cruelty free. We've never tested our ingredients or products on animals, anywhere in the world, nor do we outsource it to anyone.
This complies with EU Cosmetic Regulations (EC) No 1223/2009 and the testing bans on finished cosmetic products (11th September 2014), as well as ingredients or combination of ingredients (11th March 2009). We're also proud to be Leaping Bunny approved since 2012. The Leaping Bunny programme demonstrates that a brand is genuinely committed to removing animal testing from its supply chain.
Why have you chosen aluminium for your refillable Bath & Shower Gel bottle?
Our Infinite Bottle for Bath & Shower Gel is made from recycled aluminium (excluding pump) which reduces energy use by 95% and CO2 emissions by 83% compared to virgin aluminium. It's also a safer option to use on wet, slippery surfaces like the shower.
Why have you named your bottle 'Infinite'?
We chose the name as aluminium is infinitely recyclable, and you can also top up this bottle again and again with our selection of Bath & Shower Gel Refills, reducing your plastic footprint by 63% compared to our standard plastic bottles (a total of 1 x 300ml and 1 x 100ml plastic bottles).
Will the bottle tarnish over time? Can I leave the Infinite Bottle in my shower cubicle? Will it rust/corrode?
Over time and with regular use, it's expected that your bottle might have natural wear and tear, such as scratches. If scratches are deep enough to expose the metal beneath, the protective layer could cause oxidisation in the form of a white residue. However, oxidisation doesn't impact how the bottle works, and it'll still be suitable for refilling with your favourite Bath & Shower Gels.
What is the lifespan of the refillable bottle?
We've designed our aluminium refillable bottle with longevity in mind, allowing you to refill it time and time again.
I don't have/wish to buy an Infinite Bottle — can I reuse my plastic/glass bottle or another bottle I have?
We currently offer Bath & Shower Gel Refills for our most iconic fragrances, but it's perfectly fine to use them to top up your plastic bottles.
Can I recycle the Infinite Bottle and pump?
If you feel the time is right, which we hope won't be too soon, you'll be glad to know aluminium is infinitely recyclable, meaning it can be recycled time after time without losing quality. As our pumps are made from mixed materials, they're not able to be recycled at home, so pop them into your general waste.
Why are there only 3 options of Bath & Shower Gel in the Infinite Bottle?
We focused our Bath & Shower Gel Refills on our three iconic fragrances: Re-charge Black Pepper, Fiery Pink Pepper and Coastal Cypress & Sea Fennel. However, we're already working on extending this refillable format across more of your favourite fragrance collections — watch this space!
Will the aluminium bottle become slippery/no grip when used in a shower?
We have designed our Infinite Bottle so that it fits nicely in the palm of your hand. Despite its 400ml capacity, the width is roughly the same as our 300ml plastic bottles, so you should be able to hold it firmly and securely.
Why have you packaged the Infinite Bottle in a card box? Is the packaging recyclable?
We want to ensure that our Infinite Bottle is protected during transit, which is why we have packaged it in a cardboard box. The paper used for the recyclable outer carton and tag is made from 40% recycled materials and 15% agro-industrial waste, consisting of upcycled plant by-products from the food and drinks industry.
I heard aluminium is very energy/CO2 intensive. Is the Infinite Bottle really sustainable?
We are very conscious of the energy and CO2 implications of using aluminium as a material, which is why our refillable bottle is made from 100% recycled aluminium (excluding pump). This reduces energy use by 95% and CO2 emissions by 83% compared to virgin aluminium.
Is it dishwasher safe? How should I clean my Infinite Bottle?
To keep your refillable bottle in tip-top condition, regularly use a soft, damp cloth to remove any watermarks and avoid any stubborn build-up. Don't use cleaning products, as they may damage the protective outer layer which helps to prevent oxidisation. There's also no need to clean the bottle in between refills if you're using the same Bath & Shower Gel product. However, if you fancy a change of fragrance with your next refill, complete the following steps using only cooled, boiled water:
- Unscrew and remove the pump dispenser
- Rinse the outside of the pump with water
- Submerge the dip tube of the pump in a separate clean bowl/glass of water (it's important that the dip tube remains submerged to prevent unwanted foaming)
- Use the pump top to fill the tube to remove any product residue (this may take approx. 10-15 pumps)
- Rinse the inside of the Infinite Bottle with water until all foam has gone
- Allow the Infinite Bottle and pump to completely air dry
- Replenish your bottle with your favourite Bath & Shower Gel Refill
- Replace and screw the pump back on
- Bathe or shower in your deeply cleansing and long-lasting scent
Contact Us
How can I get in touch with Molton Brown Customer Service?
Our Customer Service team is here to help with any questions about your order, delivery, gift cards or products. You can reach us at:
Email: moltonbrown@asco.co.za
Telephone: 011 809 4000