Frequently Asked Questions

SUBSCRIPTIONS

How does a subscription work?

Once you purchase a subscription, you’ll receive your selected Mood on a recurring basis. You can choose between monthly or bi-monthly delivery at checkout.

What date will my card be charged?

Your card will be charged on the same date as your original subscription purchase for each recurring billing cycle.

Is there a minimum commitment on subscriptions?

Yes. All subscriptions require a minimum commitment of two consecutive deliveries.

I’ve received one subscription but no longer wish to continue — what should I do?

Subscriptions have a two-delivery minimum commitment.
If you cancel after receiving only one delivery, we reserve the right to charge the difference between the discounted subscription price and the standard one-off price for the item already received.

If I switch from an oil to a spray subscription, does it count toward my minimum commitment?

You may switch between subscription products, however doing so resets the two-delivery minimum commitment.

What if I don’t have an account?

If you subscribed without creating an account, simply create one using the same email address used at checkout. Your subscription will automatically link to your account.

Can I pause my subscription?

Yes. Subscriptions can be paused via your account dashboard or by contacting customer service.

How often will I receive my Mood?

You will receive your Mood either monthly or bi-monthly, depending on the frequency selected at checkout.

Can I change my Mood?

Yes. You can change your Mood before your next billing date via your account dashboard.

Can I add more products to my subscription?

Yes. You can add additional products to your subscription before your billing date. Changes made after billing will apply to the next cycle.

How do I change my address?

You can update your delivery address through your account dashboard. Please ensure changes are made before your next billing date.

Do I get a box every month?

  • Perfume Oils: You’ll receive a Mood box with your first order. Subsequent deliveries will arrive in protective packaging.

  • Candles: A protective box is provided with each delivery.

Do I get an atomiser every month with my spray subscription?

No. You’ll receive one complimentary atomiser, followed by fragrance refills only.

If I order multiple spray subscriptions, do I get an atomiser with each?

No. Atomisers are limited to one per customer, regardless of the number of spray subscriptions.

I cancelled before receiving 12 subscriptions — will I get a new atomiser if I restart?

No. You must receive a total of 12 spray subscription orders (including previous subscriptions) to be eligible for another atomiser.

I’ve been a spray subscriber for 12 months — will I automatically get a new atomiser?

Yes. A new atomiser will be included with your 13th subscription order. If it’s missing, please contact customer service.

DELIVERY & RETURNS

How long does delivery take?

Orders are processed within 1–2 business days.
Delivery typically takes 3–5 working days after dispatch.

Can I track my order?

Yes. Tracking information will be emailed once your order is dispatched.

Can I return my Mood?

Yes, subject to our Returns & Refunds Policy. Online orders must be returned to our warehouse; in-store purchases must be returned to the original store.

Do you offer free returns?

Free returns are only offered for faulty or incorrect items. Change-of-mind returns are at the customer’s expense.

I don’t live near your stores — can I return my item elsewhere?

Online orders must be returned to our warehouse. In-store purchases must be returned to the original store of purchase.

My tracking says delivered but I haven’t received it — what should I do?

Please contact us as soon as possible so we can raise a courier investigation. Investigations may take up to 30 days.

I asked for safe place delivery but it’s missing — what happens?

If you instruct the courier to leave your parcel in a safe place or with a neighbour, responsibility may transfer once delivery is confirmed.

My item arrived damaged — what should I do?

Please contact us within 48 hours of delivery with your order number and photographic evidence. If confirmed, we’ll offer a replacement or refund.

INTERNATIONAL DELIVERY

Do you ship internationally?

No. We currently ship within the United Kingdom only.

PAYMENTS: KLARNA

How does Klarna work?

Select Klarna at checkout and follow the instructions to complete your purchase. Klarna will assess your eligibility and confirm the payment options available to you.

Your purchase contract for the products is with MOOD London. Klarna provides the payment service, and your Klarna payment agreement is subject to Klarna’s applicable terms and conditions.

Our normal delivery, returns, refunds and customer service policies continue to apply to your purchase.

Can I pay with Klarna?

Yes. Klarna is available at checkout on eligible orders. The Klarna payment options available to you will be shown at checkout and may vary depending on your order and eligibility.

What Klarna payment options are available?

Klarna may offer different payment options, including paying in full, paying later or paying in instalments. The options available to you will be confirmed by Klarna at checkout.

I have a question about my Klarna payment. Who should I contact?

For questions about your order, delivery, returns or refunds, please contact MOOD London.

For questions about your Klarna payment, payment schedule, account, eligibility or payment reminders, please contact Klarna directly through the Klarna app or Klarna Customer Service.

I have returned my order and paid with Klarna. What happens to my payment?

Once we have processed your return or cancellation, we will process the applicable refund. Klarna will then update your payment arrangement as applicable. If you have an outstanding Klarna payment, your payment schedule may be adjusted or cancelled following the refund.

I haven't received my order but my Klarna payment is due. What should I do?

Please contact MOOD London regarding the status of your order. You can also contact Klarna through the Klarna app or Klarna Customer Service if you need help with your payment due date.

Will Klarna be available on every order?

Klarna availability and the payment options offered are determined by Klarna and may depend on factors including your order and eligibility. The available options will be displayed at checkout.

Klarna’s Pay in 3 instalments credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.

GIFT CARDS

How do I use my gift card?

Enter the gift card code at checkout.

What happens if I lose my gift card?

Unfortunately, lost gift cards cannot be replaced.

Do gift cards expire?

Yes. Gift cards expire 6 months from the date of purchase.

Can I return a gift card?

Gift cards are non-refundable, unless required by law.

DIFFUSERS

Do diffusers have a warranty?

Yes. Diffusers come with a 6-month warranty from date of purchase.

Accidental damage is not covered by the warranty. 

I bought my diffuser in store and there’s an issue — what do I do?

Please return to the original store of purchase for assistance.

I bought my diffuser online and there’s an issue — what do I do?

Please contact customer service with your order number and a video showing the issue.

OTHER

Will my fragrance arrive with a Mood box?

Orders of 3 × 10ml fragrances include a Mood box. Single bottles arrive in protective casing.

Are your products tested on animals?

No. Our products are cruelty-free.

Do your products contain parabens?

No. All products are paraben-free.

Are your products vegan?

Yes. All products are vegan-friendly.