Frequently asked questions

Delivery options are as follows:

Standard – DPD(3 to 6 business days) FREE with all orders over £50 or £3.95

Standard (Northern Ireland, Scottish Highlands, Channel Islands or Isle of Man) – DPD (3 to 6 business days) FREE with all orders over £50 or £5.95

Express – DPD (Next day delivery order by 2pm Monday to Friday) £5.95

Saturday and Sunday – DPD weekend (order by 2pm Friday) £8.50

Saturday by 12.30 pm – DPD Saturday am (order by 2pm Friday) £9.99

Sunday by 12.30pm – DPD Sunday am (order by 5pm Friday) £10.99

Please be aware that our next day, Saturday and delivery service is not available for deliveries to the following locations, Channel Islands, Northern Ireland, IOM and Scottish Highlands.

Currently Mugler.co.uk delivers within mainland UK, Northern Ireland, Channel Islands, Guernsey, Jersey, Isle of Man. Unfortunately we cannot deliver to the Scilly Islands, Southern Ireland or BFPO addresses or postal boxes.

All deliveries are made by our courier DPD; your delivery will be fully tracked with updates by email and SMS (if you provide a mobile number) throughout the dispatch and delivery of your order. On the morning of your delivery, DPD will contact you to advise your estimated one hour delivery window alongside the name of your driver.

You will also be given the following options to choose, if required, which are accessible both online and via SMS.

• Northern Ireland, Scottish Highlands and Channel Islands: Please allow one extra day for Standard Delivery (2 to 4 working days). Unfortunately we are currently unable to offer a Next Day service to these destinations.
• Select an alternative delivery date.r
• Have your parcel delivered to a nominated neighbour.
• Have your parcel left in a specified safe place or collect from your local shop. A signature will be required upon receipt; if no one is available to sign for the parcel, a card will be left with information on how to arrange a redelivery or collection
• To be dispatched on the same day, your order must be submitted and such approval and verifications completed by no later than 2:00pm Monday to Friday (excluding bank holidays). All other orders will be dispatched on the day that credit approval and/or other verifications are completed, unless the same takes place after 2:00pm, in which case the order will be dispatched on the following working day. Deliveries to some remote addresses may not qualify for Next Day Delivery and may require up to 3 additional days.
• Once your order has been packed by our warehouse and is ready to ship, you will receive a dispatch confirmation email, alongside your DPD tracking reference number and delivery details that can be used on the DPD website or on the DPD Smartphone App. You may wish to download the “YOUR DPD APP” which allows you to not only track your delivery but you are able to customise personal delivery preferences, change your delivery date and also receive notifications regarding your delivery.

Yes. When placing an order you may enter separate billing and delivery addresses. The order will be delivered to the address indicated. Packages are delivered without pricing information; you will receive a receipt with details of your order by e-mail.

The My Account area also offers an address book that enables you to save a different delivery address and billing address.

Once you have confirmed your order on the site, you will receive two emails.

1) The first confirms that your order has been received; this is also your receipt.

2) The second email is sent as soon as your order has been dispatched, accompanied by detailed delivery information and the tracking number for your order.

You can track your order by clicking on the Track order. If you are registered you can also track the status of your order in the My Account area.

3) You will then receive another email from us once your order has been dispatched. Within this email will be your DPD tracking reference number to track your order online or via their app.

On average, your order should take between 2 to 5 working days to arrive.

If you have not received your order after 7 days, please contact MUGLER Customer Relations to resolve the issue.

Yes. Your billing address will automatically be entered as your delivery address.

You can change this during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book.

Unfortunately, if you have already placed an order you will be unable to change your delivery address.

Refunds will only be made against the original credit/debit card used.

We hope your order meets your expectations, however if you are dissatisfied with your order, or change your mind, you can return it for free via a DPD Pickup shop for an exchange or refund (within 30 days from the date of dispatch).

Please complete your enclosed returns form and return your parcel via our free DPD Pickup service. If you would prefer to return your order via Royal Mail or an alternative courier service, we are unable to reimburse any return postage fees. If you no longer have your returns form supplied with your order, please contact our Customer Service team within the 30 day period, quoting your order number so they may email you a printable copy.

To return via our free service, place your DPD Pickup label on your box, choose your convenience pickup point via the DPD website or the DPD smartphone app. Take your returns to your local DPD Pickup shop where you will receive a receipt for your return and if you provide your mobile number to the shop, you will receive updates regarding the return of your product(s).

If you have received a faulty product (faulty device/container, texture or fragrance) or experience an allergy and do not wish to return this via our free DPD Pickup shop service, please contact our Customer Service team on 01279 774 240 or please contact MUGLER Customer Relations and we will explain how to return your product(s). Please note we can only offer a refund if returned within 30 days from the date of dispatch.

If you experience an issue with an item within a collection, kit or value pack and would like a refund, you will be required to return ALL items within the set for this to be processed. However if one of the products is damaged, faulty or incorrect, please send us back the product for a free replacement.

If you are not completely satisfied with your order and would like to return this, please complete and enclose your returns form and return your parcel either via our free DPD service, or an alternative postal service of your choice. Unfortunately we are unable to reimburse any return postage fees.

• Products must be returned in their original condition and unfortunately we are unable to accept items back that have been opened or used, unless the product is damaged or defective.
• This policy is only applicable to purchases made online at www.mugler.co.uk; we are unable to process returns for purchases made from any other outlet.
• Please note that you must retain proof of postage or DPD Pickup receipt for all returns.
• Unfortunately your original delivery cost will not be refunded.
• Your return request will be processed promptly and are processed within 6 working days of receipt.
• Once your return has been processed, an email will be sent to confirm the completion of your refund or exchange.
• If you have questions about returns, please contact us by phone at 01279 774 240 from 9:00am – 5:30pm (excluding bank holidays) or please contact MUGLER Customer Relations.

MUGLER accepts returns on orders within 30 days of the date of initial dispatch.

To make a return, please complete the Returns Document and send it back to us with your products to:

MUGLER.com (Returns Department)

WESTEX LTD (E COMMERCE)

UNIT 1, TEMPLE HOUSE

RIVERWAY

HARLOW

ESSEX

CM20 2EY

Phone Number: 01279 774 240

Please contact our MUGLER Customer Relations for more information.

MUGLER accepts returns on orders within 30 days of the date of initial dispatch.

To make a return, please complete the Returns Document and send it back to us with your products to:

MUGLER.com (Returns Department)

WESTEX LTD (E COMMERCE)

UNIT 1, TEMPLE HOUSE

RIVERWAY

HARLOW

ESSEX

CM20 2EY

Phone Number: 01279 774 240

Please contact our MUGLER Customer Relations for more information.

Due to the personal nature of the products we sell, we cannot replace or refund unwanted items that have been opened or where seals have been broken. When sending back a return, please ensure that you also return any associated gift sets or kits given with your purchase. Such gifts can be miniature products, product samples or accessories, granted when you met the qualifying spending threshold of the current offer. If the gift isn’t returned, then we reserve the right to deduct the value of the gift from your refund.

Refunds are issued on the card used to place the initial order. You will be refunded the cost of the returned product(s) as soon as the return is received and processed.

Due to the personal nature of the products we sell, we cannot replace or refund unwanted items that have been opened or where seals have been broken. When sending back a return, please ensure that you also return any associated gift sets or kits given with your purchase. Such gifts can be miniature products, product samples or accessories, granted when you met the qualifying spending threshold of the current offer. If the gift isn’t returned, then we reserve the right to deduct the value of the gift from your refund.

Shopping at mugler.co.uk: an overview

Find your products. Use our search engine. For product information, click on the product page for reviews, ingredients and details about the range.

Add the product to your shopping bag. Select size as required and then click the "Add to bag" button. A window will appear confirming the product has been added to your bag. You can then continue shopping and browsing the website. To view the contents of your shopping bag, click on 'View Shopping bag'. Please note that online purchases are limited to three pieces of any one product. If you wish to buy more than three pieces, please contact our call Customer Service team on 01279 774 240 from 9:00am - 5:30pm Monday - Friday (excluding bank holidays).

View your shopping bag. You can access your shopping bag at any time by clicking the 'Shopping Bag' button at the top right of every page. You can modify quantities and add or delete items. When you are ready to purchase, click the 'Go to checkout' button and read our Terms and Conditions carefully.

Place your order. Once your order has been sent, a 'Thank You' page will be displayed to confirm the reception of your order. An order confirmation email will be sent to you shortly after your order is accepted. If an order confirmation does not arrive within 24 hours of your order being placed, please contact us by phone on 01279 774 240 from 9:00am - 5:30pm Monday - Friday (excluding bank holidays) or via the contact form.

All products at Mugler.co.uk are available for sale in the UK mainland, Northern Ireland, Jersey, Guernsey, Scottish Highland and the Isle of Man. If an item is out of stock, you will not be able to add it to your shopping basket, but it may be available at a stockist near you. You can find your nearest stockists using our stockist locator.
If a product becomes unavailable after your order has been placed, we will notify you by email. We will only charge you for products you receive. MUGLER reserves the right to cancel an order due to this nature, where necessary.

Samples

Don't forget to choose your complimentary samples! During checkout you can choose up to three samples you would like packed with your order. After you have selected your samples they will automatically add to your shopping bag and you will see them listed along with your products on the 'Order Confirmation' page. If your order is not completed during this visit, the samples will be removed from your shopping bag and may no longer be available. Products and gifts are not redeemable for cash. If you do not want any samples just click on 'Proceed' without choosing samples and go directly to your delivery information.

Due to the limited nature of free samples, we regret that we are unable to reship samples if they arrive damaged, if you received the wrong one, or if one is missing from your order. Samples can only be dispatched with product purchases.

Promotion Codes

There is a specific alphanumeric code associated with each online promotion that you can use to redeem the promotion. There may be a minimum product purchase requirement (taxes and delivery are excluded). Please note e-Gift Cards are not considered products and do not count toward the minimum purchase requirement for any special offers. Enter the full code in the 'Promotion Code' field in the 'Order Summary' on the 'Shopping bag' page or during the checkout process. You will see the promotion reflected in your shopping bag on the 'Order confirmation' page. Promotion codes may be case sensitive. All promotion codes are available for a limited time, while stocks last and cannot be use once expired.

Special Offers and Gifts

Special offers are available in the 'Special Offers' section of the site, including any current free gift offers. In the 'Gifts' section you can choose from exclusive beauty sets and bundles. Please see terms and condition on special offers page more specific to the promotion. MUGLER reserves the right to cancel an order(s) in the event of promotional misuse or suspicious activity. The customer will be contacted to advise if their order has been cancelled due to this reason.

If you obtain a product/item on your order for free due to a technical error, you are obliged to pay the value of goods received or alternatively return the goods in full to MUGLER.

When you’ve placed an order, www.clarins.com will display a confirmation message. You will also receive a summary and receipt via email. If you've registered with us, your order will also be viewable on the site after 24 hours in the My Account area.

There are many ways to help you determine whether your product is genuine. This page on the MUGLER website shows you a number of ways you can determine whether a product is authentic or not. But the best way to ensure you only receive genuine MUGLER products is to:

Circle Clients can get a replacement cap if their bottle cap is faulty or damaged.

Write to our Customer Service team using the button in the Circle area. You can also call 01279 774 240 (9.00am - 5.30pm, from Monday to Friday, excluding bank holidays).

MUGLER Parfums offer a unique service that allows you to personalise your favourite fragrance bottles and keep them forever! Perfume bottles are engraved by hand. We do not offer colour engraving. All engravings are frosted only.

What can I engrave on my fragrance?

Your bottle will be engraved in a script style font by hand. You can use both upper case and lower case letters as well as numbers and punctuation. You can also personalise your engraved perfume with one or several pictograms from the choices offered. Unfortunately, we cannot engrave any personal pictogram.

The number of characters you can engrave depends on the fragrance you want to personalise. It varies between 10 and 30 characters.

Please note each pictogram is equivalent to two characters.

The engraving will be located approximately as shown on the image on the product page. The colour (white or black) of the product page image is used for preview only, and the engraving image on the product page is for illustrative purposes only.

How long does it take to engrave a fragrance?

Please allow 10 days for engraving to be processed and delivered. Please note that in busy periods engraving can delay your order by up to two additional days.

What is the charge for engraving?

Engraving is £10 with the purchase of any MUGLER engravable bottle. Engraved bottles cannot be returned, exchanged or refunded unless faulty.

What is the return, refund and exchange policy for engraved bottles?

Please check your message (spelling and icons) carefully before adding the product to your shopping bag and processing payment. Engraved bottles cannot be returned, exchanged or refunded.

How do I know which fragrances can be engraved?

Please click on this button to access the 'Engraving' page for the list of bottles that can be engraved. Fragrances can be engraved only at the time of purchase at www.mugler.co.uk. Unfortunately, we cannot engrave a previously purchased bottle, even if it was purchased from our website.

For additional assistance with engraving, please contact our Customer Service on 01279 774 240 (9:00am - 5:30pm Monday to Friday, excluding bank holidays) or via the contact form.

Please check our Privacy Policy.

Register at 'My Account' for access to the following benefits:

• Offers: exclusive samples, private sales, products and promotions.
• Ease of use: save your personal information and access your order history and recently viewed products to speed up the re-ordering process.
• Favourites: save a wish list of your favourite products for easy access

To register, click 'Sign In/Register' on the top right of our website. We recommend you to click on 'Create an Account & Join the Circle'. You will then be a member of the Circle loyalty scheme, eligible for special membership prices (applicable from the second purchase), and can be rewarded for your purchases.

You will also be given the option to register when placing an order.

All of the information you supply is strictly confidential. It will only be used by MUGLER to make a delivery or to improve our service to you. It will never be shared or sold.

The Circle is the MUGLER loyalty scheme. Since Angel was first created and launched in 1992, the Circle has fostered privileged relationships with the brand's loyal customers.

To find all your available coupons, check your email inbox.