Frequently asked Questions

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Frequently asked Questions

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I can checkout as a guest?


Yes, absolutely.


There is no obligation for you to open an account with us, none whatsoever. Checkout as a guest if that is your wish, the whole experience is quick and easy, very convenient.



I've forgotten my account password?


That's not a problem. All you need is your email address and you can reset your account password in a few minutes.



How do I collect my points?


Sign into your account as normal before shopping with us. You also collect points in a number of other ways. See our customer loyalty rewards programme for further details.



How do I opt out of your newsletter?


Having given consent to receive our newsletter and you no longer want it you can unsubscribe at any time.


If you own an account with us we will continue to send you emails about your account, typically one per month.



How much stock do you hold in storage?


We do not manufacture our product range for long term storage. All stock is handmade in relatively small volumes for sustainable reasons. With "just in time" processes we ensure you receive the best quality, freshest possible product.


We do not believe you want a product made 18 months previously, requiring a higher percentage of preservation to inhibit product spoiling.



Are prices inclusive of taxes?


Yes, we apply the appropriate level of VAT to our prices.



What are my delivery options?


We have a flat rate on all purchases by first class post using the Royal Mail for UK mainland & Isles. As your goods are sent the very next working day as standard we do not charge you for a next day service.


Full details are on the delivery and returns page including how to claim free delivery.



Do you ship internationally?


Possibly we can ship your goods overseas. Please get in touch before placing an order, for non trade customers only.


Note you would be liable for shipping costs and applicable duty tax(es).



How quickly do my goods arrive?


Your goods are in the post the following working day with first class delivery. Goods ordered during the weekend are sent the following Monday.


You can expect to receive your goods in timely fashion for the UK mainland & Isles. Our delivery and returns page has further information for you.



Why was my order cancelled?


If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. More importantly we will have returned all monies to your account inclusive of delivery charges.


When we cancel an order it is usually because of one of the following reasons:



  • an item you ordered we have found it to be out of stock

  • an issue with your payment details, your card has expired for example

  • we do not deliver to a PO box or hotel

  • you have requested a cancellation



Is this website secure and safe to use?


The security of your information is very important to us.


All actions performed are encrypted between your browser and our server. All financial transactions are securely processed, Mary Jean® does not have access to your credit card or bank details.



Is there a maximum order size?


We limit your order to a maximum of 9 units per item you place in your basket. If you wish for more than 9 units of a particular item please get in touch before ordering.



Your products comply fully with regulations for cosmetic safety?


Yes.


All our skincare products are fully tested by an independent chemist within the UK and registered with the Cosmetic Product Notification Portal.



How do I use a coupon?


Enter a coupon code on the basket page where requested followed by updating your basket. If the coupon is valid further details are shown on the basket page once refreshed.


Only one coupon may be used per order.



Any restrictions placed on ordering?


There is one. The maximum weight of your basket must not exceed a stated threshold which is 2000g. The current weight of your basket is shown on the Basket page, with a warning if exceeding our limits.


We won't let you place an order over this limit. This is to ensure we can give you the most flexible delivery rate possible without you occuring additional charges.


Note that gift boxes are excluded from the weight calculation as they are delivered separately from other items you are ordering. See individual product pages for full details about delivery and weight of a product.



What difference is there between an offer and a coupon?


An offer is when a product has been reduced from a previously set price without intervention on your part. Coupons require you to enter a code before they are effective and they work on the whole amount of your basket.


Our coupons are published outwith our own website whereas offers are not.


Further to this some of our offers may only apply to our account owners, effective once signed in.



An offer has expired, will I still get the offer price found in my basket?


If the item in question was already in the basket before an offer expired, yes we will honour the lower price.


This is also the case if you had saved your basket and on deciding to come back later to finish shopping. Item prices will reflect the offer provided they were added to the basket before an offer expired.



I don't see big savings with your offers, why?


Because our standard prices are set very competitively already. Our offers continue to provide you an even fairer price for what is a very high quality, individual product.


We feel if an on-line retailer can give you big discounts, their pricing is set to benefit themselves and not their customer from the outset ― having used a huge mark-up.



When is something I want back in stock?


Unfortunately we may run out of stock of an item you want, it can happen.


So you know immediately once it is back in stock and available to purchase you may provide an email address on the product page. We'll send you a one time only email when it's back in stock.



What are my payment options?


We accept Visa, Mastercard and American Express at the moment.


Your billing name and address must match that of the credit or bank card used for payment. We reserve the right to cancel any order that does not match these criteria.


Payment is processed upon you placing an order, not when we prepare and send goods. Subject to verification and acceptance before delivery. We are not responsible for typographical errors.



Do you accept returns?


Your satisfaction is very important to us. If your product arrives damaged, we will gladly replace it or issue a refund within 30 days. We will also accept returns for an item you do not want, or are asking for an exchange.


To be eligible for a return or exchange, items must be unopened, in the same condition that you received them, and in the original packaging. See our cancellations and returns policy in full for more information and how best to proceed.


Unfortunately at this time we do not offer free returns.



What is your position on animal testing?


We are a family owned and managed business with traditional family values with a clear ethos of no animal testing.


No tests are conducted on the ingredients we source and no testing on animals for purposes of product development. It is our position that we find it deplorable that the abuse of animals continues.


As a business we are fully in support of organisations that are campaigning against animal cruelty, abuse and testing.



Can I use the coupons with my account?


You can, yes.


Coupons will reduce your basket based either by a set amount or by a precentage as per normal use. Your basket total may be reduced but reward points collected are not affected.




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