FAQs

We’ve done our best to explain everything you need to know below.

If we’ve missed anything, please email us at info@moi-meme.co.uk and we’ll be happy to help

Our 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. The gifts could be anything from the worlds of beauty, stationery, jewellery, accessories, homeware and more. Some gifts will be tailored to your preferences, e.g. your favourite colour or skin type, and we also occasionally include something personalised.

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.

If you subscribe before the 1st of the month in which a box is sent out, you'll receive that quarter's box. For example, if you subscribe on 31 March, you'll receive April's box. If you subscribe on 1 April, your first box won't be until July, although we would usually have additional April boxes available to purchase in our shop towards the end of April. We don't like to add them earlier as we don't want to spoil the surprise for anyone!

To get the same box, you needed to have signed up by the end of the month before a box is sent out. For example, you needed to sign up by 31 December to receive January's box. Usually, however, we have extra boxes available each quarter to buy from our shop, but these always sell out very quickly so you need to be quick!

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.

To guarantee you'll receive a box you 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 also add individual boxes to our shop, although these sell out very quickly once released so we can't guarantee you'll get one.

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, such as your favourite colours, preferred jewellery metals and skin type so that we can tailor some of the products in your box.

If you’re not happy with the option we’ve chosen for you, you can usually exchange and we’ll explain more about how to do this in the booklet that comes with each box. Please also take a look at our Exchanges, Refunds and Cancellation section.

That’s great news! 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 some of our partner brands. If we don't stock the particular brand or product you're looking for then head to their website (and don't forget to mention us when you buy!).

Exchanges, Refunds and Cancellations

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. Some of the gifts in your box will be one of a range of styles, fragrances or colours and we can usually exchange this for one of the other options. The booklet that comes in each box will explain which products are available for exchange and then you can email us at info@moi-meme.co.uk to request the option you would like. Once we've confirmed this is OK and your choice is in stock, you can 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. We’ll explain the details of how to do this in our email.

If you don't like one of the non-exchangeable gifts in your box, or don’t like any of the options available, 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 will do our best to replace this for you, subject to availability. Please email us at info@moi-meme.co.uk to arrange this.

Yes! If a product comes in different colour (or fragrance, design etc.), you can email us at info@moi-meme.co.uk to request the option you would like. Once we've confirmed this is OK and your choice is in stock, you can 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. We’ll explain the details of how to do this in our email.

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

You need to cancel 5 working days before a payment is due, otherwise you will continue to be charged for your next box. As an example, if you want to cancel after receiving January's box and your next renewal date is 13 March, you need to do so by 6 March at the latest, otherwise you will be charged for the April box.

In most cases we would be able to offer a refund if you miss the date, as long as we receive the request before your next box is sent out. We can't guarantee this though so it's best to cancel before the deadline.

If you want to cancel before receiving your first box, you can do this within 14 days of subscribing, or by the end of the month before your first box is sent out (whichever is the later date), as long as your box has not already been sent.

Please note that if you subscribe and then cancel immediately, we’ll assume that you still want the one box. If you would like a refund then, of course, we’ll be happy to process this, you’ll just need to email us at info@moi-meme.co.uk to request it.

If you sign up for an annual subscription, you have either 14 days after subscribing or until the end of the month before your first box is sent out (whichever is later) to cancel and request a refund, otherwise you'll receive your 4 boxes for the year. If you cancel after 14 days or after your first box has been sent out, you won't receive a refund and will still receive your 4 boxes, you just won't be charged again the following year.

Please note that if you subscribe and then cancel immediately, we’ll assume that you still want the 4 boxes. If you would like a refund then, of course, we’ll be happy to process this, you’ll just need to email us at info@moi-meme.co.uk to request it.

Payment

If you've subscribed to pay quarterly, your card will be charged immediately and then every 3 months after that. For example, if you subscribe on 10 February, your card will be charged for the first time that day for April's box and then again on 10 May for July's box, 10 August for October's box, 10 November for January's box and so on.

If you've signed up for an annual subscription, your card will be charged for the first time on the day you subscribe and then on the anniversary of your first payment the following year. For example, if you subscribe on 10 February 2018, your card will be charged on 10 February 2018 for 4 boxes and you'll receive boxes in April, July and October 2018 and January 2019. You will then be charged again on 10 February 2019 for the following years' boxes.

Delivery of your quarterly boxes is free for all UK subscribers. If you're an international subscriber, you 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.

You can choose to pay by credit card, debit card or PayPal.

Change Details

Gift Subscriptions

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 in case you haven’t been able to answer all of the questions about their preferences. When you fill this out, we will also ask after what date we can email the recipient, for example, after their birthday.

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!

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

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!

You should find the answers to most of your questions above, but if there’s something we haven’t covered then please email us at info@moi-meme.co.uk.