Frequently asked questions
Orders
How do I place an order online?
HOW TO SHOP ONLINE?
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.
Why is my phone number required?
Can I have my order delivered to an address other than my home address?
When placing an order you may enter a separate delivery address.
The order will be delivered to the address indicated.
The 'My Account' area also offers an address book feature, allowing you to save different delivery addresses.
Can I have my order delivered outside the UK?
How long will my order take to arrive?
Standard Delivery - FREE for orders over £50.00 (2-4 working days for mainland UK) (Value: £3.95)
Standard Delivery FREE for orders over £50.00 (2-5 working days) Northern Ireland, Scottish Highlands, Channel Islands or Isle of Man) (Value: £5.95)
Next Day Delivery - Only available for Mainland UK delivery addresses. (Value: £5.95)
Next Day Delivery by 12:30pm - Only available for Mainland UK delivery addresses (£7.95)
Saturday / Sunday Delivery - Only available for Mainland UK delivery addresses.(Value: £8.50)
Saturday by 12:30pm Delivery - Only available for Mainland UK delivery addresses(Value: £9.99)
Sunday by 12:30pm Delivery - Only available for Mainland UK delivery addresses (Value: £10.99)
DELIVERY INFORMATION
Currently Mugler.co.uk delivers within mainland UK and Northern Ireland. We now also ship to 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.
We provide FREE standard UK delivery for orders over £50.00 (2-4 working days, and 2-5 working days for Northern Ireland, Scottish Highlands and Channel Islands)
Your order will be dispatched after your credit has been approved and/or any other necessary verification has been completed. To be dispatched the same day, your order must be placed and said approval and verifications completed by no later than 2pm. All other orders will be dispatched on the day that credit approval and/or other verifications are completed, unless these operations take place after 2pm, in which case the order will be dispatched on the following working day.
FREE STANDARD DELIVERY
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:
- Select an alternative delivery date
- 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. An order can only be delivered to one address. If you require sending orders to multiple addresses you will need to place a separate order for each address.
Your order will be processed after your payment reservation has been approved and/or any other necessary verification has been completed. 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. However during busy periods, please allow 1-3 working days for the dispatch of your order.
Deliveries to some remote addresses 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.
Delivery Areas
The following delivery methods are available from Mugler.co.uk:
- Standard Delivery - FREE with all orders (2-4 working days or 2-5 working days for Scottish Highlands, Channel Islands or Isle of Man)
We offer Free Standard delivery on any order all year long.
Orders are typically delivered within 2 to 5 working days for standard service. Actual delivery time depends on distance and may vary.
Delivery to some remote addresses may require up to 2 additional days.
- Next Day Delivery - Only available with Mainland UK orders £5.95
- Next Day Delivery by 12:30pm - Only available with Mainland UK orders £7.95
Orders are typically delivered by the end of the second business day after they are shipped.
Your order will be dispatched after your credit has been approved and/or any other necessary verification has been completed. To be dispatched the same day, your order must be placed and said approval and verifications completed by no later than 2pm. All other orders will be dispatched on the day that credit approval and/or other verifications are completed, unless these operations take place after 2pm, in which case the order will be dispatched on the following working day.
- Saturday / Sunday Delivery - Only available with Mainland UK orders £8.50
Orders are typically delivered by 3 pm (Local Time) the next business day after they are shipped. Shipments to rural addresses are typically delivered by 4:30 pm (Local Time) the next business day after they are shipped.
Orders placed on Mugler.co.uk can only be delivered to addresses within the UK, Northern Ireland, Scottish Highlands, Isle of Man and the Channel Islands. Sorry, we currently cannot deliver to Scilly Islands, Southern Ireland or BFPO addresses or postal boxes. Please call 01279 774 240 from 9:00am - 5:30pm Monday - Friday (excluding bank holidays). Orders are prepared and delivered on working days (Monday-Friday, excluding bank holidays). Delivery fees are not eligible toward loyalty schemes or promotions.
Is my online payment secure?
What can I do if my payment is declined?
When will a payment be deducted from my account?
PAYMENT OPTIONS
The following methods are accepted for payment:
- Visa
- MasterCard
- Maestro
- American Express
- PayPal
When your credit card is authorised, the funds are put on hold until the transaction is completed. When the order is dispatched, the payment will be processed.
Important information:
For your security, your billing name and address must match the credit/debit card used for payment. We reserve the right to cancel any order that does not match this criterion.
What should I do if I am having trouble placing an order?
What should I do if I can't complete the checkout process?
When will my order be processed?
Where do I find my order number?
How can I check the status of my delivery?
How can I track my order?
You will receive a confirmation email from MUGLER after your order is received. If you do not receive this email within 24 hours please contact Customer Service on 01279 774 240.
You will receive an email containing tracking information for your parcel when your order is dispatched. If you are registered with MUGLER, you can track the status of your order from your own personal area by clicking on 'My orders' in the 'My account' section. You will then able to check all your previous orders.
If you wish to cancel your order before it has been dispatched, please contact our Customer Service immediately on 01279 774 240 (9:00am - 5:30pm, from Monday to Friday, excluding bank holidays). An order cancellation email will then be sent to you. Your credit card will not be charged. If your order is unable to be cancelled our customer service team will advise.
Please note that as we generally dispatch orders within 1-2 days, it may not be possible to cancel prior to dispatch. In this instance you would have to return your order once received in accordance with our Return Policy.
How do I change or cancel an order?
I haven't received my order.
The order I received doesn't match the one I placed.
What is your refund policy?
How do I make a return or exchange?
We welcome the return of products purchased on Mugler.co.uk within 30 days of the original dispatch date..
To make a return, please complete the return form, affix the return label and send the box back to us using your free DPD return label. You can locate your nearest DPD pick up point via their website: https://www.dpd.co.uk/
If you choose to return your parcel via a different courier we are unable to reimburse these delivery costs.
How do I return a faulty product?
How are refunds issued?
I returned a product or an order but I haven't heard anything.
Return Information
We wish to ensure your complete satisfaction every time you shop on Mugler.co.uk. We will gladly accept the return of any unused item purchased on Mugler.co.uk within 30 days of purchase. We cannot accept items that have been opened unless the product is damaged or defective. If you receive a damaged, defective or incorrect item, please contact us immediately for assistance on 01279 774 240 from 9:00am - 5:30pm Monday - Friday (excluding bank holidays).
- Item(s) must be returned to us unopened and in original packaging, with all accessories, within 30 days of the dispatch date.
- Returned parcels can be returned using your free DPD return label. Please note we are unable to accept COD deliveries.
- Refunds are made to the original form of payment, with the exception of e-Gift Cards, in which case a new electronic Gift Card will be emailed to the original recipient.
- E-Gift Cards cannot be refunded or returned for credit.
- If the returned item is part of a Set, all products in the Set must be returned.
- Please carefully check the message for your engraved bottle (spelling and icons) before adding the product to your shopping bag and processing payment. Engraved bottles cannot be returned, exchanged or refunded.
How do I return my order?
Westex UK Ltd (E-Commerce)
Unit 1 Temple House
River Way, Harlow, CM20 2EY
If the return form is not available, please include your name, email address, order number and item number along with the reason for return.
If you have any questions regarding a return order, please do not hesitate to call us on 01279 774 240 from 9:00am - 5:30pm Monday - Friday (excluding bank holidays) or contact us via the contact form, and we will be happy to assist you.
- On the return form, please print the product item number, description, quantity and reason for each product returned.
- Carefully pack your return in the original packaging with the completed Return Form to prevent damage during transit and to ensure the quickest processing.
- Affix your free DPD return label and send the parcel back to us via the courier’s instructions. Alternatively, if you wish to return your parcel an alternative way, we would recommend that you obtain a proof of posting receipt as we cannot accept responsibility for any products that do not arrive in our returns department.
- If a return label is not available, please address your parcel to:
Clarins.com Returns Dept.
Westex UK Ltd.
Unit 1 Temple House
River Way
Harlow
CM20 2EY
How do i buy an e-gift card?
MUGLER e-Gift Cards can be ordered in any amount starting at £5. They are sent via email to any individual with a valid email address. The recipient of an e-Gift Card will receive an email with a redeemable promotional code that can only be used on www.mugler.co.uk. The code will be activated within 24 hours of receiving the email.
To access our e-Gift Card page just click on the 'e-Gift Card' link in the menu. Follow the step-by-step instructions and provide the information required to make your purchase.
1) An order confirmation email will be sent to you.
2) An email confirming that you sent a MUGLER e-Gift Card will be sent to the person for whom you've made the purchase.
E-Gift Cards are activated and ready to use as soon as the recipient registers and logs in as an account member to validate his or her card number.
Redeeming an e-gift card
E-Gift Cards purchased on Mugler.co.uk may only be redeemed online and cannot be redeemed in our MUGLER retail stores or any other retail store locations.
To redeem your e-Gift Card, please follow these steps:
1) Register or sign in to your account on www.mugler.co.uk. This is necessary in order to activate and validate your e-Gift Card, as well as to ensure its authenticity.
2) Select the items you wish to purchase on www.mugler.co.uk.
3) Proceed to checkout, following the step-by-step instructions.
4) When you reach the 'Billing Page' during checkout, please enter your e-Gift Card number in the corresponding field and click 'Apply'.
5) Your e-Gift Card balance will automatically be applied to your purchase. If your order total exceeds your balance, you will be asked for a valid credit/debit card.
6) Click 'Pay now' as the final step in the checkout process.
• If the amount of your e-Gift Card(s) does NOT cover the total order amount, you will need to pay the remainder of the purchase with a valid credit/debit card.
• For your purchase you can pay with a valid credit/debit card plus an e-Gift Card and a promotional code.
• You may apply more than one gift card to your order, but you must apply them one at a time. If there is a balance remaining on your order, you will be able to add another coupon card after you click 'Apply'.
E-gift card terms & conditions
These conditions apply to e-Gift cards that have a promotional code with a combination of letters and numbers.
1. Mugler.co.uk e-Gift Cards must be redeemed on the Mugler.co.uk website towards the purchase of eligible products listed in our online catalogue and sold by Mugler.co.uk.
2. E-Gift Cards cannot be used to pay for additional e-Gift Cards.
3. Only promotional codes have an expiration date. E-Gift Cards purchased on Mugler.co.uk do not expire.
4. E-Gift Cards have no cash value and are non-transferable.
5. If an order exceeds the amount of the E-Gift Cards, the balance must be paid by credit or debit card.
6. Regular Mugler.co.uk terms and conditions of purchase and terms of use for the Mugler.co.uk website apply.
7. No sales tax is charged when buying MUGLER e-Gift Cards.
8. Purchases paid for with MUGLER e-Gift Cards are subject to applicable sales tax.
9. MUGLER e-Gift Cards are not eligible toward loyalty schemes or any promotions.
10. Mugler.co.uk is not responsible if an e-Gift Card is lost, stolen, destroyed or used without permission.
Perfume
Which products are available on the site?
Is Monsieur Mugler personally involved in the creation of his perfumes?
What is the difference between an Eau de Toilette, an Eau de Cologne and an Eau de Parfum?
Is MUGLER Cologne for men or women?
Why is there a pump and a 'splasher' in all the MUGLER Cologne bottles?
Does MUGLER Cologne stand up well on the skin?
How can I spot fake MUGLER perfume?
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:
- Shop online on Mugler.co.uk - Purchase at one of our authorised retailers. Click here to visit our store locator and find your closest stockist.How do I know if my bottle is refillable?
How can I refill my refillable bottle?
I refilled my bottle at a Source, and the perfume now seems different. Is this normal?
The spray system on my refillable star has broken. What should I do?
My cap isn't working, what can I do?
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).
Is there an accessory that allows my Angel star to stand up?
Is it the same perfume in the A*Men Metal and Rubber sprays?
Why isn't the A*Men Rubber spray refillable?
Why is A*Men called Angel*Men in some countries? Are they different perfumes?
How are fragrances engraved?
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.
What is the Source?
What is Angel? What are its scents? Where can I buy it?
What is Alien? What are its scents? Where can I buy it?
What is Aura MUGLER? What are its scents? Where can i buy it?
What is Amen? What are its scents? Where can I buy it?
What is Alien Man? What are its scents? Where can i buy it?
What is Angel Muse? What are its scents? Where can I buy it?
What is MUGLER Cologne? What are the scents? Where can I buy them?
What is Les Exceptions? What are its scents? Where can I buy it?
Fashion
Where can I buy MUGLER fashion clothing and accessories?
General
Is my personal information secure?
Where can I purchase MUGLER products?
What are the benefits of shopping at Mugler.co.uk?
How do I create a wish list?
How do I sign up to the MUGLER newsletter?
How can I unsubscribe from email newsletters?
What quality controls are in place for MUGLER products?
How can I tell you about my experience with a product?
PRIVACY POLICY
Please check our Privacy Policy.
Why isn't my question listed?
My Account
How do I create an account?
HOW DO I REGISTER?
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.
Do I have to register with Mugler.co.uk to place an order?
I forgot my password
How do I change my Mugler.co.uk password?
How can I update my profile?
My Circle/Loyalty Scheme
What is The Circle?
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.
What are the benefits of being a Circle member?
How do I join the Circle?
What is a Unique Code?
How do I register my Unique Code??
I sent a Unique Code by post. Am I a Circle member?
My Unique Code isn't working.
My product doesn't have a Unique Code.
Why is my Unique Code scratched, blacked out or cut?
I refilled my fragrance at the Source. How can I register this purchase?
You can also declare refills by sending us your proof of purchase by post. Once we've received your receipt and validated your purchase, you will receive an email informing you that your receipt has been received and processed.
I made a purchase before joining the Circle. How can I declare a unique code on this purchase?
Can I return a reward?
What is Inside the Circle MAG?
What is My community Q&A?
It seems that I lost my Circle Stars, what happened?
To find all your available coupons, check your email inbox.