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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 customercare@pestleandmortar.com

 

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 USA. How long is shipping?

All orders are processed within 48 hrs of receipt. If you choose standard shipping, your order will take 5 -8 Business Days. If you choose priority shipping, your order will take 3- 5 Business Days.

 

Can I ammend my order

As long as your order hasn’t already been dispatched, we can change it. Just email customercare@pestleandmortar.com 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 customercare@pestleandmortar.com 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 customercare@pestleandmortar.com 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 customercare@pestleandmortar.com.

 

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

 
 
 
 
 
 

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 marketing@pestleandmortar.com

 

How can i find out about becoming a Pestle & Mortar stockist?

Please email stockists@pestleandmortar.com. 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.