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FAQs
Products
I need some product advice, can you help
Of course. We have a trained team that is always on hand to help. Please contact us on [email protected]
What can I do if I've purchased elsewhere and the product is faulty?
We’re sorry that you received a faulty product. Please contact the stockist that you purchased from to seek a refund or exchange.
Ordering and Shipping
I live in the EU. How long is shipping?
Orders placed Monday. – Friday are processed within 48 hrs. Once shipped, your order will be delivered in 2-3 working days.
Can I ammend my order
As long as your order hasn’t already been dispatched, we can change it. Just email [email protected] with any changes you require and we will be happy to help.
Are there any customs charges for my order?
Customs, excise and any applicable VAT duties differentiate from country to country and are not included in our shipping rates. Your local haulier will contact you when your goods arrive to the destination country and advise if any custom charges are applicable.
What can I do if I didn't recieve samples with my order?
We don’t always have samples in stock. When we do, we try to always include a complimentary product sample with your order.
What can I do if I recieve a faulty product?
We apologise if your item is faulty. Please email [email protected] with clear images of the product and it’s fault. Please include the product batch code that is printed on the base of the product.
What can I do if I recieved the wrong order or item?
Apologies if we made a mistake. Just email [email protected] with your order number and we will rectify the issue for you.
What can I do if I didn't recieve my order confirmation email?
Please check your spam folder. If you can’t see your email there please contact [email protected].
How can I track my order?
Your tracking details will be sent to the email you provided at checkout.
Do you ship worldwide?
Yes, we ship worldwide.
Can you deliver to a PO BOX
Yes!
Account support
I've forgotten my password
You can reset your password on the login page. If you have any issues, please email us at [email protected]
How do I change my password?
To change your password, please log in to your account and access your dashboard.
How do I delete my account?
If you would like to deactivate your account please send your request to us at [email protected].
Do I have to create a Pestle & Mortar account to shop with you?
No, you can shop without creating an account.
How do I subscribe to your newsletter?
Simply scroll to the footer on any page on our website and enter your best e-mail address!
How do I unsubscribe to your newsletter?
We’re sorry to see you go. You can unsubscribe at the bottom of our newsletter or just email your request to [email protected].
Brand Enquiries
Is Pestle & Mortar a cruelty free brand?
Yes. We are cruelty free and vegan.
Is pestle & mortar paraben & silicone free?
Yes! We don’t use parabens or silicones in any of our products.
I would like to contact your marketing department. How do I get in touch?
Please email [email protected]
How can i find out about becoming a Pestle & Mortar stockist?
Please email [email protected] We look forward to hearing from you!
Gift cards
Where can I check my card balance?
You can check your card balance [here]. All you need is your card number which you’ll find on your e-gift card
Where can I use my gift card?
You can use your gift card online only at PestleandMortar.com. Pestle & Mortar gift cards cannot be redeemed in-store.
Can I use my gift card in a Pestle & Mortar stockist?
No, Pestle & Mortar gift cards can be used online only.
When does my gift card expire?
Your gift card is valid for 5 years from the date of purchase.
Do I have to use my gift card in one use?
No, you can use your gift card for multiple purchases at different times.
Can I pay using a gift card and with my own payment card?
Yes, you can combine payment methods in our online store.
Can I return an item purchased with a gift card?
Yes, items purchased with a gift card are governed by our standard returns and refunds policy
Can I purchase a gift card for someone to be delivered on a specific date?
Yes, you can select a specific delivery date and your gift card will be delivered to the recipient on that date.
Can I write a personal message on the gift card?
Yes, you can include a personal message on the check-out page before you complete your purchase.
Can I purchase multiple gift cards?
Yes. If they are for different recipients just enter the details for each one in your cart separately. They will be sent to different email addresses as specified by you.
Can I use a promotional code / discount code when purchasing a gift card?
Promotional or discount codes cannot be applied to gift cards.