Delivery Information

 

• Austria
• Belgium
• Bulgaria
• Croatia
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Monaco
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Sweden

 

• Gibraltar
• Liechtenstein
• Norway
• Spain
• Switzerland

Only the first 200Kg will be free delivery.

• Cyprus
• Iceland
• Malta
• Turkey
• USA

Only the first 200Kg will be free delivery.

• Canada
• India
• Indonesia
• Israel
• Philippines
• Thailand

 

UK deliveries

Orders delivered to addresses within the United Kingdom will be charged in accordance with the applicable UK VAT rules. Any VAT due will be shown at checkout.

Delivery dates and times shown on our website are estimates unless we expressly confirm that a particular delivery date is guaranteed.

International deliveries

Orders delivered to addresses outside the United Kingdom are dispatched from the UK on a Delivered at Place (DAP) basis, historically also referred to as Delivered Duty Unpaid (DDU).

Unless expressly stated otherwise at checkout:

• destination-country VAT or import tax will not be charged by Mystic Moments at checkout;
• customs duties will not be included in the product price;
• customs-clearance, brokerage and courier administration fees will not be included in the delivery charge; and
• all destination-country import charges will be payable by the recipient.

When the order reaches the destination country, the recipient may be contacted by the courier, postal operator or customs authority and required to pay charges before the shipment is released or delivered.

These charges may include:

• import VAT or local sales tax;
• customs duties;
• customs-clearance charges;
• brokerage fees;
• postal or courier administration fees;
• storage charges; and
• any other charges imposed by the destination country or delivery provider.

Mystic Moments only charges for the products ordered and the delivery service shown at checkout. We do not control, calculate or receive destination-country import charges and cannot confirm in advance how much the recipient may be required to pay.

By placing an order for delivery outside the United Kingdom, you acknowledge and agree that:

• the shipment will be sent on a DAP/DDU basis;
• you or the named recipient will be responsible for all applicable import VAT, customs duties, clearance charges and courier fees;
• you may be required to act as, or assist, the importer of the goods;
• you must provide any information or documentation reasonably requested by the courier or customs authority; and
• you are responsible for checking whether the products may lawfully be imported, possessed, sold or used in the destination country.

You should check the applicable import rules, restrictions and likely charges with your local customs authority before placing an order.

Failure to pay import charges or provide information required for customs clearance may result in the shipment being delayed, refused, returned, abandoned or destroyed.

International product restrictions

Products sold by Mystic Moments may be subject to restrictions relating to cosmetics, chemicals, fragrances, hazardous goods, product labelling, packaging, plant materials or other regulated products.

The availability of a product on our website does not necessarily mean that it may lawfully be imported into every country.

We may cancel an order where:

• the product cannot lawfully be exported or imported;
• the selected courier will not accept the product;
• dangerous-goods or transport restrictions apply;
• required documentation cannot reasonably be obtained; or
• fulfilling the order would breach a legal or regulatory obligation.

Where we cancel an order before dispatch, we will refund the amount paid to Mystic Moments for the affected products and any associated delivery charge.

Delivery information

You must provide complete and accurate:

• recipient details;
• delivery address;
• postcode;
• telephone number;
• email address; and
• any tax, identification or customs information reasonably required for delivery.

Please check this information carefully before placing your order. We may be unable to change a delivery address once an order has entered processing or has been dispatched.

Delivery attempts and non-delivery

Where the courier attempts delivery or sends a calling card, email or text message, you should contact the courier promptly to arrange redelivery or collection.

Couriers may impose storage, redirection, return or administration charges where:

• the delivery address is incorrect or incomplete;
• the recipient is unavailable;
• the shipment is not collected;
• redelivery is not arranged within the permitted period;
• import charges remain unpaid;
• customs information is not provided; or
• the recipient refuses the shipment.

Any costs incurred because of incorrect or incomplete information, failure to accept delivery, failure to collect a shipment or failure to respond to the courier may be deducted from any refund or charged to the customer where permitted by law.

Undeliverable or refused international orders

An international order may be returned, abandoned or destroyed where the recipient:

• refuses delivery;
• fails to pay import VAT, customs duty or courier charges;
• fails to provide customs-clearance information;
• cannot be contacted;
• provides incorrect or incomplete delivery information; or
• fails to collect or rearrange delivery within the courier’s permitted timeframe.

Where goods are returned to us, any refund will be considered after the goods have been received and inspected.

Subject to applicable consumer law, we may deduct from any refund the amounts actually and reasonably incurred as a result of the failed delivery, including:

• the original delivery charge where it is not legally refundable;
• return transportation charges;
• customs duties or import taxes charged to Mystic Moments;
• courier storage, handling or administration charges; and
• any reduction in the value of the goods caused by damage or unnecessary handling.

Where a shipment is abandoned or destroyed rather than returned, a refund may not be available to the extent that Mystic Moments cannot recover the goods or associated charges.

This does not affect any rights the customer may have where the non-delivery was caused by our breach, negligence or error.

Lost orders

Please contact us if your order has not arrived within the estimated delivery timeframe.

We will investigate the shipment with the relevant courier. A shipment may only be declared lost after the courier’s investigation and applicable lost-item period have been completed.

Where an order is confirmed as lost before delivery, we will arrange an appropriate replacement or refund.

For Consumer orders, the goods remain at our risk until they are physically received by you or by a person you have identified to receive them, except where you independently appoint a carrier that we did not offer as a delivery option.

Damaged or incorrect orders

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• goods arrive damaged;
• an item is missing;
• you receive an incorrect item;
• the quantity is incorrect; or
• the goods appear faulty or do not match their description.

To help us investigate, we may ask you to provide:

• your order number;
• details of the affected items;
• photographs of the products;
• photographs of the internal and external packaging;
• photographs of the shipping label; and
• any other information reasonably required by the courier.

Please retain the products and packaging until we confirm whether they are required for inspection or collection.

Reporting a problem promptly helps us investigate, but does not limit a Consumer’s statutory rights.

Delivery times

Delivery times shown on our website are estimates and are not guaranteed unless expressly stated otherwise.

Deliveries are carried out by independent postal operators and couriers and are subject to their terms, operating conditions and customs-clearance procedures.

International shipments may be delayed by customs inspections, local authorities, adverse weather, transport disruption or other circumstances outside our reasonable control.

Although we will make reasonable efforts to dispatch and deliver your order as quickly as possible, Mystic Moments cannot guarantee a particular delivery date or timeframe.

Where we become aware of a significant delay affecting your order, we will contact you using the details provided.

Cancelling an order before dispatch

You may ask to cancel or amend an order before it has been processed and dispatched.

Cancellation or amendment is not guaranteed once:

• picking or production has started;
• a custom product has entered production;
• shipping documentation has been prepared; or
• the order has been handed to the courier.

Where statutory Consumer cancellation rights apply, the inability to stop a dispatched parcel does not remove those rights. You may need to receive and return the order in accordance with our Returns and Refunds terms.

To request a cancellation or amendment, please contact us by telephone or email and quote your order number.

 

 

Based on the updates to the Delivery information and just to keep our Terms & Conditions sections up to date, can you also update the Terms & Conditions section to the below

 

Cancellations, Returns, Refunds and Liability

1. Consumer and Business Customers

Some provisions differ depending on whether you are purchasing:

• as an individual for purposes wholly or mainly outside your trade, business, craft or profession, referred to as a “Consumer”; or
• in connection with a trade, business, craft or profession, referred to as a “Business Customer”.

Nothing in these terms limits or excludes any legal rights or liabilities that cannot lawfully be limited or excluded.

2. Consumer cancellation rights

A Consumer who places an order online normally has the right to cancel all or part of the order without giving a reason.

The cancellation period normally expires 14 days after the day on which:

• the Consumer, or a person nominated by the Consumer, receives the goods; or
• where an order is delivered in separate consignments, the final consignment is received.

To exercise the cancellation right, the Consumer must provide Mystic Moments with a clear statement that they wish to cancel.

The notice may be sent by email, telephone or another contact method shown on our website and must be sent before the cancellation period expires.

3. Exceptions to Consumer cancellation rights

The statutory cancellation right may not apply to:

• goods made to the Consumer’s specifications or clearly personalised;
• custom-manufactured or specially ordered goods;
• products that are liable to deteriorate or expire rapidly;
• sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once unsealed; or
• products that have become inseparably mixed with other goods after delivery.

The absence of a change-of-mind cancellation right does not remove the Consumer’s legal rights where goods are faulty, damaged, unsafe, incorrectly supplied or not as described.

4. Returning goods following Consumer cancellation

Unless we agree to collect the goods, the Consumer must return them without undue delay and no later than 14 days after informing us of the cancellation.

The Consumer is responsible for the direct cost of returning change-of-mind goods, provided we informed them of that responsibility before the contract was entered into.

Products must be appropriately packaged to prevent damage during return.

A Consumer may inspect goods in the same way that would reasonably be permitted in a shop. We may make a lawful deduction from the refund where the value of the goods has been reduced by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

We will not apply an automatic 20% restocking fee to a Consumer exercising a statutory cancellation right.

5. Consumer refunds following cancellation

Where a Consumer validly cancels an order, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery service, where the law requires the original delivery cost to be refunded.

Where the Consumer selected an enhanced or more expensive delivery service, we are not required to refund the additional amount above the cost of our least expensive standard delivery service.

We may withhold the refund until:

• we receive the returned goods; or
• the Consumer supplies evidence that the goods have been returned,

whichever occurs first.

Refunds will normally be made using the original payment method unless otherwise agreed.

6. Faulty, damaged or incorrectly supplied goods

Customers should inspect their orders as soon as reasonably possible after delivery and contact us promptly if:

• goods are damaged;
• an item is missing;
• an incorrect item has been supplied;
• the quantity is incorrect;
• the goods appear faulty; or
• the goods do not match their description.

Reporting a problem promptly helps us investigate, but nothing in this section limits a Consumer’s statutory rights.

Where goods supplied to a Consumer are faulty, damaged, not as described or otherwise fail to meet legal requirements, the Consumer may be entitled to a refund, repair, replacement or price reduction in accordance with applicable law.

Where a Consumer validly rejects faulty goods, Mystic Moments will bear reasonable return costs as required by law.

7. Business Customer returns

Unless goods are faulty, damaged, incorrectly supplied or otherwise accepted for return by us in writing, Business Customers do not have an automatic right to return goods merely because they have changed their mind.

A Business Customer wishing to return unwanted goods must contact us within seven days of delivery unless otherwise agreed.

Any approved Business Customer return must:

• be authorised by Mystic Moments in advance;
• be unused, unopened and in resaleable condition;
• be appropriately packaged;
• include the relevant order or invoice details; and
• be returned at the Business Customer’s risk and cost unless the return was caused by our error.

Subject to applicable law and the circumstances of the return, we may charge a reasonable restocking or administration fee for an approved Business Customer return. Any fee will reflect the costs reasonably incurred and will be confirmed before the return is accepted.

Custom-made, personalised, specially manufactured or specially ordered products cannot be returned by a Business Customer unless faulty or otherwise agreed by us in writing.

8. Custom and manufactured products

Customers are responsible for approving specifications, formulations, artwork, decorations, packaging and samples for custom products before production.

Approval of a specification or sample does not exclude liability for goods that fail to conform to the approved specification or any liability that cannot lawfully be excluded.

Custom-made or personalised products are not normally eligible for change-of-mind returns. This does not affect rights relating to faulty, damaged, unsafe or incorrectly supplied goods.

9. Changes to ingredients and specifications

Natural materials may vary in colour, odour, appearance and other characteristics between batches. These natural variations will not necessarily constitute a defect where the product continues to meet its applicable specification.

We may update a product formulation, ingredient, raw material, manufacturing process, packaging or specification where reasonably necessary because of availability, safety, quality, regulatory or supply-chain requirements.

We will not knowingly supply a materially different product in fulfilment of an existing order without informing the customer where the change affects the product’s:

• identity;
• intended use;
• ingredients;
• allergens;
• safety information; or
• material specification.

Where a material change is made before dispatch, we may offer the customer:

• the revised product;
• a reasonable alternative; or
• cancellation and refund of the affected item.

Customers should always refer to the ingredients label affixed to the product and the specification or safety documentation current at the time of supply.

10. Product use and customer responsibilities

Unless expressly stated otherwise, our products are supplied for cosmetic or associated manufacturing purposes.

Customers must review the applicable product label, specification sheet and safety documentation before use.

Information provided on our website or in supporting documents is provided for general educational and product-information purposes. Customers must exercise their own judgment in determining whether a product is appropriate for their intended use.

Customers using products for formulation, manufacture, repacking, relabelling, resale or commercial production are responsible for carrying out appropriate testing and ensuring compliance with all applicable laws, regulations and third-party intellectual property rights.

Where products are used in combination with other ingredients, their stability, safety, compatibility and performance may change. Customers undertaking manufacturing or formulation should conduct suitable laboratory, stability, compatibility and production testing before commencing commercial manufacture.

Nothing in this section excludes liability that cannot lawfully be excluded.

11. Packaging products

Customers must test packaging under the conditions in which the finished product will be filled, stored, transported and used.

Testing should include, where applicable:

• leakage and long-term sealing;
• storage upright, on its side and inverted;
• compatibility between the packaging and its contents;
• evaporation and gas transmission;
• manual or automatic capping;
• filling temperature and viscosity;
• headspace and overfill requirements;
• transport by road, air or sea;
• decoration, printing and label adhesion;
• dispensing performance; and
• compatibility with filling and production machinery.

Our packaging is not automatically leak-tested or guaranteed to be compatible with every possible formulation.

Customers are responsible for confirming that packaging is suitable for their intended contents, filling process, transport conditions and country of sale.

Custom packaging products must be approved before production and cannot normally be returned unless faulty, damaged or incorrectly supplied.

12. Limitation of liability

Nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory Consumer rights; or
• any other liability that cannot lawfully be excluded or limited.

Where the customer is a Consumer, Madar Corporation Ltd will be responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We will not be responsible for business losses suffered by a Consumer.

Where the customer is a Business Customer, liability will be subject to the limitations contained in the applicable business terms, to the extent permitted by law.

Madar Corporation Ltd will not be responsible for losses caused by:

• use of a product contrary to its instructions or safety information;
• failure to carry out appropriate compatibility, stability or production testing;
• alteration, mixing, repacking or relabelling carried out by the customer;
• incorrect or unlawful product claims or labelling applied by the customer;
• storage or transport conditions outside our control; or
• failure by a Business Customer to comply with laws and regulations applicable to its own products or activities,

except to the extent that the loss was caused by our breach, negligence or another liability that cannot lawfully be excluded.

13. Statutory rights

Nothing in these terms excludes or limits:

• rights relating to goods that are faulty, unsafe, not as described or not fit for purpose;
• liability for death or personal injury caused by negligence;
• liability for fraud or fraudulent misrepresentation; or
• any other right or liability that cannot lawfully be excluded or limited.