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FAQ

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Moi-Même Boxes



What will I get in my boxes?

It's a surprise! Each box will contain at least 5 full size gifts from our partners, plus occasional samples, but you won't know what they are until your parcel arrives on your doorstep.


When will my box arrive?

We send out boxes every 3 months, in the middle of January, April, July and October. Our UK customers should receive their box within a few days so, if it hasn't arrived by the end of that month, please email us at info@moi-meme.co.uk. Delivery can take a little longer for our international customers so please wait until the middle of the following month before contacting us if your box hasn't arrived.



Which box will I receive first?


If you subscribe before the 1st of the month in which a box is sent out, you'll receive that quarter's box.


As an example, if you sign up on or before 31 March, your card will be charged immediately and you'll receive your first box in April.  If you sign up on 1 April or later, your card will be charged immediately and you'll receive your first box in July.  Occasionally, we have a very limited number of boxes available after our subscribers have received them.  If this is the case, we will email you to see if you would like to start your subscription with the current box.



My friend just got her box and I want one too! If I subscribe now, will I get the same box?

To guarantee you'll receive a box, you need to sign up before the boxes are sent out to receive that quarter's box. For example, you need to sign up by 31 December to receive January's box.

From time to time though, we'll be offering a very limited number of boxes available after our subscribers have received them.  We'll be offering these to new subscribers only to start with, and then to everyone else if there are any remaining.  Make sure you've signed up to our email newsletter at the bottom of the page so you don't miss out!

You can also visit our shop where you can buy most of the individual products in each box at their normal prices, plus other exciting products from our partner brands.


Can I buy just one box?

To guarantee you'll receive a box you'll need to be a subscriber.  If you purchase a quarterly subscription though, you can cancel at any time so could do this after receiving your first box.  We will also occasionally be adding individual boxes to our shop, although these will only be in limited numbers and only if we haven't sold out to new subscribers.  Please see the Exchanges, Refunds and Cancellations section below for more details.


Are all of the boxes the same?

All of the products in each quarterly box are the same but, where different colours or designs are available, we will select a range of these to send to our subscribers.  When you first purchase your subscription, we'll ask you a few questions about your preferences, including your skin colour and type to help us tailor any beauty products to your needs.



I love the products in my box and want more! Where can I buy them?

Take a look at our shop where you can find most of the individual products in each box at their normal prices, plus other exciting products from our partner brands.


Exchanges, Refunds and Cancellations



What if I don't like the products in my box?

We work really hard at Moi-Même to source products that we think our subscribers will love but we know that we can't please everyone all of the time. If you don't like one of the gifts in your box, maybe you know someone else who would love it? Christmas present, sorted!

If you're unhappy with everything in your box then you can return the full box to us with all individual products unopened and unused. Please email us at info@moi-meme.co.uk for further details.

If there's a fault with one of your products then we can exchange it for you. Please email us at info@moi-meme.co.uk to arrange this.


I love one of the products in my box but would prefer it in a different colour. Can I swap it?

Yes! If a product comes in different colour, you can head to the shop section of our site to see if the colour you want is available. If it is, send us an email at info@moi-meme.co.uk to request the colour you would like. Once we've confirmed this is OK, please send your original product back to us and we'll post the new one out to you at a cost of £2.95 for our UK subscribers and £4.95 for our international subscribers.



Can I cancel my subscription?


Yes, you can cancel your subscription at any time by logging into My Account .



What happens if I cancel my quarterly subscription?


You need to cancel before the 20th of the month before a box is sent out, otherwise you'll continue to be charged for and will receive that box. As an example, if you want to cancel after receiving January's box, you need to do so by 19th March at the latest, otherwise you'll be charged for and will receive April's box.


If you want to cancel before receiving your first box, you can also do this any time before the 20th of the month before a box is sent out, as above.  If you subscribe on or after the 20th of the month, you still have 14 days in which to cancel.



What happens if I cancel my annual subscription?


If you sign up for an annual subscription, you have 14 days after subscribing to cancel, otherwise you'll receive your 4 boxes for the year. You can still cancel after the 14 days but you won't receive a refund and will still receive your 4 boxes, you just won't be charged again the following year.



Payment



When will I be charged for my boxes?


If you've subscribed to pay quarterly, your card will be charged immediately for your first box and then again on 1 January, 1 April, 1 July and 1 October each year.   For example, if you subscribe on 10 February 2017, your card will be charged on 10 February for April's box and then again on 1 July 2017, 1 October 2017, 1 January 2018, 1 April 2018 and so on.


If you subscribe after the 1st of the month in which a box is sent out and are offered that box as your first (we'll email you to do this), your card will be charged again less than three months later.  For example, if you subscribe on 10 April 2017 and choose to receive the April/Spring 2017 box, your card will be charged again on 1 July 2017 for the July/Summer 2017 box.


If you've signed up for an annual subscription, your card will be charged immediately and on the 1st of the month that you subscribe the following year or, if you sign up from the 20th of the month, the 1st of the following month next year. For example, if you subscribe on 10 February 2017, your card won't be charged again until 1 February 2018 and you'll receive boxes in April, July, October and January during this time.  If you subscribe on 25 February 2017, your card won't be charged again until 1 March 2018 and you'll receive boxes in April, July, October and January during this time.



Do I have to pay for delivery?


Delivery of your quarterly boxes is free for all UK subscribers.  Our international subscribers will be charged £14.95 delivery for each box.  It's the responsibility of our international subscribers to cover the cost of any customs fees.


If you purchase from our shop , delivery is £2.95 for UK customers and free if you spend over £35.  Delivery is £4.95 for our international customers and unfortunately we are unable to offer free postage if you spend over a certain amount.  Keep an eye on our social media pages though and sign up for our newsletter as we occasionally offer free worldwide delivery.



Change Details



How do I change my card and/or address details?

Please visit My Account to update your personal details.



Gift Subscriptions



I'm buying a subscription for a friend but want it to be a surprise, can you keep it secret?


Yes, absolutely! When you purchase a gift subscription, we'll send any confirmation emails to you so it's up to you how you tell the recipient.  We do ask for their email address when you make the purchase though, just so we can give them our contact details (if they move house and need to change their address with us, for example).  We'll also email them to fill out their preferences questionnaire, but only once we've checked with you that it's OK.


What happens at the end of a gift subscription?


When you purchase a gift subscription, you can choose whether you want it to automatically renew in the same way as it does for normal subscriptions, or if you would prefer it to finish after 1 or 4 boxes (depending on the subscription length you purchase).  If you choose not to renew, we'll then contact the recipient to give them the option to pay for the subscription themselves - we wouldn't want them to miss out!


Gift cards


As an alternative to gift subscriptions, we'll soon be adding gift cards to our shop so the recipient can choose their own subscription, or use it to buy one off products from Moi-Même.



Partners and Press Enquiries



We love Moi-Même and want to work with you! How can we get involved?


Thank you! We love to hear from brands who would like to partner with us, bloggers, reviewers, journalists and anyone else who's interested in Moi-Même.  Please email us at info@moi-meme.co.uk and say hello!


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