Delivery & Shipping

MUAH MUAH delivers within the United Kingdom and to selected countries in the European Union. The countries we deliver to are the ones you can choose when you enter your address at checkout. We do not currently deliver anywhere else.

Orders can be delivered to eligible UK postal addresses using Royal Mail. Certain remote or special postcode areas may be subject to different delivery times or service availability.

If we are unable to deliver to the address entered at checkout, we will contact you using the contact details provided with your order.

FREE UK DELIVERY on orders over £35.00.

For orders of £35.00 or less, a delivery charge will apply. The applicable delivery charge will be clearly displayed at checkout before you complete your purchase.

The £35.00 free-delivery threshold is calculated based on the value of eligible products in the order before any applicable delivery charge.

If an order is subsequently partially cancelled or returned and the remaining order value falls below the £35.00 free-delivery threshold, we will not retrospectively charge the customer for the original delivery where the customer is exercising their statutory cancellation rights.

Any additional delivery service or delivery option selected at checkout may be subject to an additional charge. Any such charge will be shown before you place your order.

Delivery to the European Union

The delivery charge for orders to the European Union depends on the value of your order. A larger order pays a lower delivery charge, and delivery is free on orders above the amount shown at checkout.

A minimum order value applies to deliveries outside the UK. If your order is below it, checkout will tell you before you can pay.

The delivery charge is always shown at checkout before you pay.

Import VAT, duties and customs charges

Orders sent outside the UK may be subject to import VAT, customs duties, handling fees or other charges in the destination country. These are set by the authorities and carriers in that country, they are not included in the price or delivery charge you pay us, and they are collected on delivery or as otherwise required. You are responsible for paying them. Please check what applies in your country before ordering. If you refuse a parcel or do not pay the charges due, we may be unable to refund the delivery charge or the cost of return.

Orders are sent using Royal Mail.

Where a tracked Royal Mail service is used for your order, we will provide tracking information after your order has been dispatched.

Royal Mail's delivery times are generally stated as delivery aims rather than guaranteed delivery times. Delivery times can vary depending on the service selected, destination and circumstances affecting the postal network.

The applicable delivery service and any available delivery estimate will be shown at checkout or in your order confirmation.

Delivery estimates do not include the time required for us to process and dispatch your order.

How long will my order take?

Many of our products are brought in from our suppliers in Poland. Where we need to bring an item in for your order, including any pre-order item, it usually takes about one week to reach us. We then dispatch your order and Royal Mail delivers it, which within the UK usually takes a few working days. Allow around 10 to 14 days in total from the date you order. Orders to European Union countries usually take a few working days longer after dispatch, depending on the country.

Where an item is already in stock with us, we dispatch it sooner, as set out in Section 4.

These are estimates, not guarantees. Any more specific date shown on a product page, at checkout or in your order confirmation takes priority.

We aim to process and dispatch orders as soon as reasonably possible after successful payment.

Pre-order items

Some products can be pre-ordered before they are in stock. A pre-order item is clearly marked on the product page, with the date we expect it to be in stock. The same date is shown in your bag, at checkout and in your order confirmation.

You pay for a pre-order in full when you place the order.

If your order includes a pre-order item, we send the whole order together once that item is in stock, so that you pay for delivery once. The date shown is our best estimate, not a guarantee. If we expect a delay, we will tell you and, if you prefer, you may cancel the pre-order item (or the whole order) for a full refund.

If we cannot supply a pre-order item, we will tell you and refund it in full.

Your statutory rights are not affected.

Orders are normally processed on business days, excluding weekends and UK public holidays.

The dispatch timeframe stated at checkout, on the relevant product information or in your order confirmation will apply where a specific timeframe has been provided.

If an unexpected delay occurs before your order is dispatched, we will contact you where reasonably possible.

A delivery estimate is not a guarantee unless a specific guaranteed delivery service has expressly been agreed with you.

Where your order is sent using a tracked Royal Mail service, we will provide tracking information once your order has been dispatched.

You can use the tracking information provided to monitor your delivery through Royal Mail.

Please ensure that the email address and delivery information supplied when placing your order are correct.

Royal Mail delivery times are delivery aims and can occasionally be affected by circumstances outside our reasonable control, including postal disruption, severe weather, operational problems, strikes, unusually high volumes and other unforeseen circumstances.

If your order has not arrived within the expected delivery timeframe, please contact us.

We will review the available tracking information and, where appropriate, contact Royal Mail or raise an enquiry in accordance with the relevant Royal Mail procedures.

We will work with you to resolve delivery problems as reasonably and promptly as possible.

Nothing in this policy limits or excludes your statutory rights.

Unless another delivery period has been agreed, UK consumer law generally requires goods to be delivered without undue delay and within 30 days of the contract being entered into. Different rights may apply where a specific delivery date or period was agreed.

If your order appears to have been lost in transit, please contact us as soon as reasonably possible.

We will check the available Royal Mail tracking information and, where appropriate, raise an enquiry with Royal Mail.

Please do not assume that a parcel is lost solely because the tracking information has not updated for a short period, as tracking information can occasionally take time to update.

If we reasonably determine that your order has been lost and it has not been delivered to you, we will provide the appropriate remedy in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a replacement or refund, subject to applicable law and product availability.

Royal Mail's compensation arrangements are separate from your statutory rights against MUAH MUAH.

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible.

Where possible, please retain the packaging and damaged items and provide photographs of the packaging and products. This may help us investigate the matter with Royal Mail.

If the goods are damaged or otherwise do not conform to the contract, your statutory consumer rights are not affected by any Royal Mail compensation process.

We will assess the situation and provide an appropriate remedy in accordance with applicable UK consumer law.

Customers are responsible for providing accurate delivery information when placing an order.

Please carefully check your name, house number, street, town/city and postcode before completing your purchase.

If you contact us before your order has been dispatched and need to correct the delivery address, we will try to update it where reasonably possible.

Once an order has been dispatched, we may not be able to change the delivery address.

If an order is returned to us because an incorrect or incomplete address was supplied, please contact us so that we can discuss the available options.

This section does not limit any statutory rights you may have.

Where Royal Mail offers delivery preferences such as delivery to a safe place or neighbour, these options may be subject to Royal Mail's availability and terms.

If you choose or authorise an alternative delivery arrangement, please ensure that the location or person you nominate is secure and appropriate.

Your statutory consumer rights are not excluded by this section.

If Royal Mail tracking shows that your order has been delivered but you have not received it, please contact us as soon as possible.

Before contacting us, please check:

• whether someone else at your address accepted the parcel;
• whether Royal Mail left it in an authorised safe place;
• whether it was left with a neighbour;
• whether Royal Mail has provided delivery information or a delivery photograph; and
• whether the parcel may have been delivered to another location authorised by you.

If you still cannot locate the parcel, contact us and we will investigate the matter and, where appropriate, contact Royal Mail.

We will not simply require you to resolve the matter directly with Royal Mail where MUAH MUAH remains responsible for the delivery under applicable consumer law.

Delivery is currently available within the UK and to the European Union countries offered at checkout only.

We do not currently accept orders for delivery anywhere else.

If a delivery address in an unsupported country is otherwise provided to us, we may be unable to fulfil the order and will contact the customer regarding the available options.

Any applicable delivery restriction, including the minimum order value for delivery outside the UK, will be communicated before the customer completes their purchase where reasonably possible.

This Delivery & Shipping Policy does not affect your statutory rights as a consumer.

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded or restricted under UK consumer law.

In particular, where applicable:

• goods must be delivered within the agreed delivery period or, where no period has been agreed, within the period required by law;
• goods generally remain at the trader's risk until they come into the physical possession of the consumer or a person identified by the consumer to take possession of them;
• consumers may have cancellation and refund rights where goods are not delivered as required by law; and
• statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods continue to apply.

If you have a question about the delivery of your order, please contact MUAH MUAH through our Contact Us page.

When contacting us about an order, please provide your order number and the email address used to place the order so that we can locate your order and assist you as quickly as possible.