Frequently asked questions
SHIPPING & DELIVERY
RETURNS & EXCHANGES
PAYMENT & SECURITY
SHIPPING & DELIVERY
How would ship my orders?
In order to reduce shipping costs for our customers, all of our products (except the gift boxes) will be sent within branded envelopes. All the envelopes will be sent using Royal Mail whilst for the Gift Boxes another company will be used.
Can I amend my order or address after I have placed it?
Regrettably it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so sometimes the order might have been dispatched before you contact us. If a change is necessary please contact us and we will do our best to help you.
How much are the shipping costs?
Shipping is free for all orders delivered to the European Union with a value of £50 or more. If your order is less than £50 total, additional fees will incur to cover the shipping costs. These fees will vary depending on the destination country, the shipping method selected at checkout and the size and weight of the goods to be delivered. We offer two different shipping methods depending on whether you want to track your items or not. These are Standard and Premium respectively. Once entered the information regarding delivery address and shipping method, shipping fees will be automatically calculated at checkout.
What are the delivery timelines?
We do our best to ensure that you receive your order as fast as possible. If you place it before 1.30 pm (GMT) on a weekday we will start processing it on the same day.
All orders are shipped with the Slovak's national mail company, Slovak Post from our warehouse in Slovakia. The delivery times would depend on the country where the items need to be sent to, therefore, you can find an estimate below of delivery times depending on where you´re based:
| Country | Delivery times |
| EU countries: | 4-10 business days |
| Rest of the world: | 5-15 business days |
However, please note that this time is an estimate and depends on the local postal service in your country.
Please note that during final sales and the holiday season (November/December) delivery times can be longer than usual.
Customs, Duty and Import Charges
You may be liable to pay import duty or tax on goods entering your country. Any additional charges must be paid by the customer.
We have NO control over these charges and are unable to predict if they are to go up or down in value.
Please note: It's a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union.
RETURNS & EXCHANGES
Returns info
We are proud to offer all our customers a 2-week quality guarantee. This allows you to return anything you have bought from Moustard within 14 days of the date you receive your item, for either a full refund or an exchange with a valid receipt or delivery note.
How do I return or exchange an item?
In order to return the goods purchased please send us an email (info@moustard.co.uk) or fill in this form and let us know you'd like to return or exchange the product. Then just send us back the product to the following return address:
Moustard ltd - 70814
Priemyselná 3, 900 21 Svätý Jur
Slovakia
Please note that we cannot accept any items that has been altered unless due to a inherent manufacturing fault, and for hygiene reasons, we do not offer returns on underwear.
We do keep an eye on returns within this timeframe. If customers are found to be abusing the generosity of our 1 month returns guarantee, we reserve the right to refuse further returns from them.
Who pays for the returning item?
The item you are returning/exchanging is your responsibility until we receive it. As a result it is recommended you send the goods to us with a delivery service that insures you for the value of goods. We cannot refund the cost of postage of the item you are sending back to us.
How long will this take?
Please allow 10 working days for your request to be processed and appear in your account. We will keep you informed of any action taken concerning your request.
PAYMENT & SECURITY
Payment methods
We accept Visa, MasterCard, American Express and PayPal, as well as various local debit cards and invoicing options. The total amount (price of order + shipping) will be withdrawn from your account when the order is completed and approved.
Security
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Currency
The prices you see specified next to our Moustard products are stated in Euros. They exclude possible shipping charges, which are calculated and added at checkout.
Moustard is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.