Help
Please see our ‘Delivery and Returns’ page.
Where is my order?
You can check your order status by logging into your account and clicking on the Order History tab. If you placed your order as a guest you can check your order status using your order number, billing last name and email address.
How can I track my delivery?
Once your item has shipped, you can track your delivery via Evri or Royal Mail by adding your Tracking Number. Your tracking number can be found on your shipping confirmation email.
Can I have my order delivered to multiple addresses?
If you would like to send orders to more than one address, please place a separate order for each delivery address. To make this more convenient you can store more than one address in your address book.
What happens if I'm out when my order is delivered?
The carrier will leave a card with options for redelivery. They may also try a next-door neighbour to see if they will accept the package on your behalf. Alternatively, they may ask to deliver the item in a safe place - you are responsible if your item goes missing.
My delivery arrived damaged, what are my options?
Simply contact our care team info@mulcosmetics.com and we will arrange for a collection at your earliest convenience.
Do you deliver to APO/FPO/PO Boxes?
Sorry, currently we're unable to deliver to these addresses.
My order is being shipped outside the UK, will I have to pay customs charges?
If your order is being shipped outside of the UK, you will not be charged UK sales tax as part of your order but please note, your order may be subject to customs charges and tax that will need to be paid directly. This affects orders placed both in £ and in Euro. We advise you to please check requirements with the local authority before placing your order.
I’m paying for my order in Euro will I still have to pay customs charges?
Yes, if your order is shipping outside the UK and you are paying in Euro that same customs charges and taxes may apply. Please check requirements with the local authority before placing your order.
What if I’m buying a gift for someone and shipping outside of the UK?
While the order is a gift, customs authorities still require the value of the gift to be declared and therefore the gift recipient could be charged import duty and sales tax on entry to the country if outside the UK. We recommend checking these requirements with the relevant authority before placing your order.
ORDERS
Can I cancel an order online?
Please note that once your order is placed, we are unable to make any guaranteed amendments. Please email us at your earliest convenience info@mulcosmetic.com with your order number and any details and we’ll do everything we can to make it right.
Can I add or remove products from my order?
You cannot change your order once it has been placed, you will need to return your order and place a new order.
Can I change my delivery address?
Once your order has been placed unfortunately we are unable to make any delivery amendments.
PAYMENTS
When will payment be taken from my account?
For any order placed on our website or by phone, payment will be taken as soon as the order has been placed and confirmed.
Which payment methods can I use to place my order?
We accept Visa, MasterCard, American Express, and Discover. We also accept PayPal and ApplePay.
Why has my PayPal order not gone through?
In order to submit your PayPal order please make sure you have clicked the PLACE ORDER button on the checkout after you have logged in and paid via PayPal. You will see a message saying you’re your PayPal Payment was Successful, but you also need to hit PLACE ORDER to complete.
PayPal has taken my money, but I have not received a confirmation email?
Please note that sometimes, on the rare occasion, if a PayPal order has not been processed properly then PayPal with provisionally take the funds from your account however, the funds will return within 2-3 working days however, if you would like to email our care team info@mulcosmetics.com we are happy to help.
PRODUCT
Do Mul test on animals?
We do not test our products, active ingredients or raw materials on animals at any point in the product development or manufacturing process, and we require our handful of suppliers to fully respect the same rigorous standards.
Our number one priority is the health and safety of our consumers. All our product formulations have therefore been tested extensively over time through alternative methods, including product safety tests and trials.
What is my product’s shelf life/expiration?
We advise a shelf life of one year from the time you open each new bottle, and we encourage opening within six months of the date your individual product was made. Every micro batch is prepared fresh in our Artisan lab for ultimate potency.
Are essential oils safe?
Essential oils are powerful tools and can function like medicine for the skin. As with all medicine, proper dosing is important. I use essential oils with total respect for ratio and balance to achieve formulas that are as safe as they are beautiful and effective. Equally important with essential oils is the source, quality and processing. Essential oils are commonly diluted or completely adulterated and this is a serious issue - and one of the reasons we sometimes see general incompatibility issues. Often, a client is responding to the adulterant, and when switching to a pure source, finds complete compatibility. Ingredients are our very foundation and we are committed to securing the very best, freshest, and completely authentic and skin-compatible plants, oils, and minerals in the world, with no compromise for scarcity or cost.
SERUM001 FAQS:
How long until I see results?
In general, changes to your skin will take at least a month, but we encourage our clients to be consistent for at least 3 months with our products. Changes in skin happen over time, and when working with the body as a whole, and not just your product regime.
It’s important to remember as well that skin likes consistency and change can cause flare ups - whether moving from conventional to new conventional or from conventional to natural. It can take time to find your natural rhythm, as well as to find your ideal fit.
Be patient and gentle with yourself and do reach out for help. We are here to help!
Is your collection safe for pregnancy & children?
Our products are safe for pre-conception, pregnancy, breastfeeding, and beyond. During the first trimester, it is recommended that Essentials Oils are used in minimal concentration. The percentage that we use in our products is between 0.04%-0.78%.
This is far below the recommended level so we do not consider them to be a risk. However, if you have any concerns we advise that you consult your GP or midwife.
Should I refrigerate my products?
We encourage you to store our fresh products thoughtfully in a cool, stable environment in their light-protective original packaging and use within one year of opening. Beyond this, there is no special care needed.
If I am currently using a retinol, can I use this with your collection?
Yes, absolutely! If you are happy with the retinol protocol you are on, Mul products work in full support of your results.
Why isn’t Serum 001 vegan?
In order for a product to be vegan, it has to be free of any animal or animal derived products. Pearls are made by freshwater mollusk which we include in Serum001. Our ethos is and always has been to sustainably and ethically source all our raw materials. Taking this into consideration, we treasure the relationships built with our farmers, they, like us, are committed to responsible and sustainable sourcing of all ingredients produced, which includes the freshwater pearls harvested. Our supplier/farmer obtains the Pearls in a manner that eliminates any risk or stress to the living oyster.
SERUM002 FAQS:
How soon can I expect to see results from using Mul Hair Serum002?
Results vary by individual. Used as directed, you can expect to see thicker, fuller looking hair by month three, with the maximum appearance of increased hair density by month four.
How long will a bottle of Mul Hair Serum002 last?
A bottle of Hair Serum002 lasts most people about a month. Some people spot treat, in which case, it will last longer.
Will Mul Hair Serum00 make my hair oily?
Our Hair serum is a light oil base. A little goes a long way, and if applied as directed it will not weigh down your hair or make it feel extremely greasy. However, as any oil based product that is applied on the hair, it can feel oily. Washing after atleast 2 hours is recommended.
Can I use Mul Hair Serum002 if I'm pregnant or breastfeeding?
Only your obstetrician can you tell you what's safe for you, but, we can tell you that the reason that most serums aren't safe for pregnant women is because they contain hormones. And the more common hair serums contain minoxidil, which is a drug. Mul Hair Serum002 does not contain synthetic hormones, nor does it contain drugs. But just to be sure, we'd recommend that you take a list of the ingredients (found on any product page) to your doctor.
Will Mul Hair Serum002 for people with my medical condition?
As for medical conditions like alopecia, Hashimotos or other conditions that can cause hair loss, since we're not doctors, we can't give you any specific recommendations. But we have recorded feedback from trials with a variety of medical challenges who experienced great results.We'd love for you to try out Mul Hair Serum002— we stand behind all of our products. So if you try it, and don't love it, it's very easy to return.