FAQs

Delivery

Our delivery prices are worked out by weight:

Standard delivery – orders under 2kg are £4.95 and orders over 2kg are £6.95
Express delivery – all orders are £9.95
Pallet delivery is £60 which will be discussed at time of purchase.

Do you offer free delivery?: We do free standard delivery on all orders over £100 and a discounted rate for express orders over £100 which is £5.95.

Standard delivery is 3-5 working days and express delivery is 1-2 working days from dispatch.

Covid update – Our delivery times are currently extended due to Covid-19. Standard delivery is 5-7 working days and express delivery is 2-3 working days.Please let us know at the time of order if you require delivery for a specific date so that we can provide you with the most up to date information.

What shall I do if I haven't received my package?

If your parcel has not arrived within the recommended delivery time, please contact our customer service team so we can investigate.

Email: customerservice@mutneys.com
Phone: 01948 841 470

What shall I do if I have received the wrong item?

If you have received the wrong item in your package, please contact our customer service team so we can investigate.

Emails: customerservice@mutneys.com
Phone: 01948 841 470

How do I track my order?: Parcels – If you have provided us with a mobile number, this will be added to your consignment and the courier will provide you with tracking information and updates.
Royal Mail – If you would like to track your order through Royal Mail, please email us and we can provide you with tracking information.

Do you ship to other countries?

We ship our products to customers across the world. We are working on adding shipping rates and options for all countries to our website, but if you can’t find your country please get in touch and we can take your order over the phone or email.

Email: sales@mutneys.com
Phone: 01948 841 470

Do you have a stockist in my country?

We have many Mutneys stockists all over the world.If you are outside the UK and interested in placing an order, please contact our sales team and we can point you towards your local stockist.

Email: sales@mutneys.com
Phone: 01948 841 470

Covid-19

Is delivery delayed?

At the moment our delivery times are extended due to Covid-19.

Standard delivery is 5-7 working days
Express delivery is 2-3 working days

Please let us know at the time of order if you require delivery for a specific date so that we can provide you with the most up to date information.

Why is my item out of stock?

Unfortunately, Covid-19 has affected the country in many ways, one of them being supply chains. Everything is taking longer to get to the UK, items are being held in customs, and due to demand, factories just cannot keep up with production.

We are working tirelessly with manufacturers across the world to get products back in stock as quickly as possible. We endeavour to keep stock numbers on the website as accurate as possible and all customers are updated on the progress of their orders.

Out of stock items

What happens if I order something and I am then told it is out of stock?

We endeavour to ensure all stocks numbers are updated regularly on our website. However, with some fast moving products this is not always possible.

If your item is out of stock, we will always call you as soon as possible to let you know and give you the following options:

You can swap your item to something else of a similar nature that is in stock or
You can put your item on back order (please see below for details); or
You can choose to have a refund for that item

What is a back order?

If you decide to place an item on back order you will not receive a refund and the item will be dispatched as soon as it is back in stock.

If you have ordered other items as well, we will give you the option to wait for the whole order or send them out separately. This will be at no extra cost to you.

Returns and Refunds

How do I return a parcel?: If you are returning a parcel to Mutneys, it is your responsibility to package it up safely and securely. We recommend sending it on a tracked service to avoid the parcel getting lost.

My tunic doesn't fit. Can I return it?: You can return any item of clothing that is not suitable. Unless the item is faulty, the return postage will be at your own cost. If you would like to swap your tunic for another size, then we will not charge you any extra for postage (subject to conditions).

How do I return a faulty item?: If your item is faulty, this must be returned within 14 days. You will need to package the item up in its original packaging for a warranty return to be valid. As we do not offer free returns labels, you will be asked to return the item at your own cost and we will issue a full refund for the postage you have paid. Please note – you must keep proof of postage otherwise we will not be able to refund you.

Ordering and Payments

How can I order?

We sell our products through a range of platforms including:

How can I pay for my order?

Online – You will be prompted to pay with either a Visa debit card, Mastercard or Paypal.
Phone – You can pay with a Visa debit card, Mastercard, Paypal or bank transfer.

Please note, your items will not be dispatched until payment has been received into the Mutneys bank account.

Can I pay on account?

We do not offer any credit accounts. All orders must be paid for on a Pro Forma basis, meaning that payment must be made in full at time of purchase.

However, if you are setting up a salon or placing a large order we are happy to discuss payment plans for your equipment, although we do not release the goods until the full amount has been paid.

Do you offer trade accounts and prices?: To make it easier for our customers, we decided to make all of our prices trade. All you have to do is place an order and pay so there is no fuss with creating accounts and sending over company info.

Can't find what you are looking for?

If there is something you would like to order but can’t find it on our website, please contact the customer service team and we can probably order it in for you!

Email: customerservice@mutneys.com

Phone: 01948 841 470

Student discount and Loyalty Scheme

Do you offer student discount?

YES!! 10% discount on all your orders for 12 months.

To register for your discount:

Fill out the form on our website – https://www.mutneys.com/students-colleges/

You will be emailed and prompted to create an account

We will apply the correct discount settings to your account and you’ll automatically receive your discount every time you order

Please note, there is a small selection of products that cannot be used in conjunction with the student discount such as bundle items, books and already discounted items.

Do you have a loyalty scheme?: Yes we do! You can find out all the details of our loyalty scheme by visiting this dedicated webpage

Manufactured items

What is the lead time on manufactured items?

If we do not have an item in stock, our normal lead time for manufactured items is 4-6 weeks for most items. Supertubs are currently 12 weeks.

This is because each manufactured item is designed and carefully hand crafted by our engineer, here in Shropshire.

We would always recommend that you give us a call to discuss current lead times, as they do vary due to demand.

Due to Covid-19 and issues with supply chains, in the worst case scenario your item should be completed within 6-8 weeks.

Do you make bespoke items?

Yes. We are always happy to discuss different options with you regarding a bespoke item. Our engineer is highly skilled in what he does and he will try his very best to meet your requirements.

Bespoke items can sometimes take a little longer to produce as they are designed from scratch.

Please note – bespoke items will require a 20% non-refundable deposit and are non-returnable.

Do I have to pay delivery on a manufactured item?: Depending on the item, you may be required to pay for a pallet delivery. This will be discussed with you at time of purchase.