Mood London / Frequently Asked Questions

Subscriptions

[+ / -] How it works?

Once you’ve purchased your subscription, you’ll be sent your chosen Mood either once a month or twice a month (you pick the frequency).
[+/ -] What date will my card be charged?

Your card will be charged on the same date of your original purchase.

For example:

Monthly Subscription:

First purchase 1st of Jan, next charge 1st of Feb>

Bi-Monthly Subscription:

First purchase 1st of Jan, next charge 1st of March
[+/ -] Is there a minimum commitment on Subscriptions?

Yes, there is a two order minimum commitment.
[+/ -] If I switch from an oil to a spray subscription, does it count toward my minimum 2-month commitment?

you can switch between oil and spray subscriptions. However, please note that your 2-month commitment will reset. This means you'll need to receive two more items before becoming eligible to cancel your subscription.
[+/ -] What if I don’t have an account?

If you started a subscription without creating an account, simply create an account with the email used to subscribe and our system will sync all your info from previous purchases and show active subscriptions.
[+/ -] Can I pause my subscription?

Yes you’ll be able to pause your subscription by logging into your account
[+/ -] How often will I receive my Mood?

You will receive your Mood every month or bi-monthly depending on your chosen delivery frequency
[+/ -] Can I change my Mood at any time?

Yes, you can change your Mood before your billing date by logging into your account
[+/ -] Can I add more products to my subscription?

Yes you can add products to your Mood subscription at any time before your billing date by logging into your account. Any changes made after your billing date will take effect on your next subscription date.
[+/ -] How do I change my address?

You can change your address by logging into your account. Please ensure to change your address before the upcoming billing date to avoid your subscription being sent to your previous address.
[+/ -] Do I get a box every month?

Oils

You’ll receive a Mood Box on the first month of your subscription and a single bottle in protective casing every month after

Candles

To protect your candle we’ll send a candle box every month.
[+/ -] Do I get an atomiser every month with my spray subscription?

No, you’ll receive a complimentary atomiser on your first order and the fragrance only thereafter.
[+/ -] If I order multiple spray subscriptions, do I get an atomiser with each subscription?

No, subscribers receive one atomiser per 12 subscribed months (24 months for bi-monthly subscriptions). For example, if a customer orders 5 spray subscriptions, they receive 1 atomiser and 5 10ml sprays.
[+/ -] I canceled my subscription before receiving 12 subscriptions but would like to start a new subscription. Will I receive an atomiser with the new subscription?

No, even with a new subscription, you must have received a total of 12 subscription orders between your old and new subscription before being entitled to a new atomiser.
[+/ -] I've been a spray subscription customer for 12 months. Will I automatically get a new atomiser with my new subscription, or do I need to contact customer service?

Yes, you will automatically receive a new atomiser on your 13th subscription. If you don't receive it, please contact our customer service team using the chat function on our website.

Delivery & Returns

[+/ -] How long does it take to receive my Mood?

We kindly request your patience as we strive to ensure timely delivery of your order. Typically, it takes approximately 3-5 working days for your Mood purchase to reach you. In the event that you have not received your order within this designated timeframe, we encourage you to directly contact our customer support team. You can conveniently access the chat function located at the bottom right-hand corner of your screen to initiate a conversation with our representatives. They will be more than happy to assist you further with any concerns regarding your order's status.
[+/ -] Am I able to track my Mood?

Upon the shipment of your Mood, you will promptly receive an email notification containing your tracking information. This will allow you to conveniently monitor the progress of your order during transit.
[+/ -] Am I able to return my Mood?

We kindly request that you initiate the return process by visiting one of our physical locations. To find your nearest store, we encourage you to reach out to us via the chat function, where our dedicated team will be delighted to assist you. For a successful return, please ensure that the item is accompanied by its original packaging and remains unused. We are pleased to offer a refund option within a period of 14 days from the date of purchase. Alternatively, we extend a 28-day window for exchanges, providing you with flexibility and an opportunity to select a suitable replacement item.
[+/ -] I don't live near your stores, can i return my item elsewhere?

For customers who have made their purchase in one of our physical stores, we request that the item be returned at the same location.
[+/ -] The tracking says my item has been delivered but I haven't received it?

If you find that your tracking information indicates that your item has been delivered, but you have not received it, we kindly request that you notify us as soon as possible. This will allow us to initiate an investigation with the courier on your behalf. Please be advised that investigations can take up to 30 days to complete, and we must await the conclusion of the investigation before taking any further action.
[+/ -] I’ve requested for my item to be left in a safe place but it’s not there?

When you arrange for your item to be left in a safe place or with a neighbor through the courier, please note that we are unable to accept liability for any loss or damage that may occur. It is important to understand that once alternative arrangements are made, the responsibility for the item's safety shifts from our control.
We encourage you to carefully consider the potential risks and ensure that the designated safe place or trusted neighbor is reliable and secure. While we strive to provide the best service possible, we must emphasize that any alternative arrangements are made at your own discretion and responsibility.

Gift Cards

[+/ -] How do I use my gift card?

If you’ve purchased or received a gift card you simply add your desired Mood to your cart and enter the code located on the back of the gift card at checkout.
[+/ -] What happens if I lose my gift card?

We’re unable to replace lost Gift Cards at this time.
[+/ -] Will my gift card expire?

Our Gift cards have an expiry period of 6 months from purchase. After this date the gift card will no longer be valid.
[+/ -] Can I return my gift card?

We offer refunds on Digital gift cards only.

Diffusers

[+/ -] Does My diffuser have a warranty period?

Yes our diffusers come with 6 months warranty
[+/ -] I purchased my diffuser in store and there appears to be an issue with my diffuser, what should I do?

If you purchased your diffuser in-store and it’s still under warranty, please return to one of our physical locations. Our staff will be happy to assist in resolving the issue. If we’re unable to find a solution, we will replace the faulty part for you.
[+/ -] I purchased my diffuser online and there appears to be an issue with my diffuser, what should I do?

If you purchased your diffuser online and it’s still under warranty, please contact us through the chat function on our website. Be sure to include your order number and a clear videos of the issue you’re experiencing. Our team will be happy to assist you, and if we’re unable to find a solution, we’ll send you a replacement for the faulty part.

Other

[+/ -] Will my Fragrance arrive with a Mood box

You'll Receive one box for every 3x10ml purchased per order. Single bottles will arrive in a protective aluminum case
[+/ -] Are your products tested on animals?

We are pleased to confirm that we do not test our products on animals
[+/ -] Do your products contain parabens?

No, all our products are paraben free
[+/ -] Are your products vegan?

Yes our products are vegan friendly