FAQs

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

If we’ve missed anything, please email us at [email protected] 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 [email protected]. 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 definitely receive the Spring box.

If you subscribe on 1 April or later, you'll still be able to receive the Spring box for as long as stocks last. We'll automatically send this to you during the first two months of a quarter, in this example, during April and May. We'll choose product options for you based on the answers to our questionnaire, although you're welcome to email us at [email protected] when you subscribe if you've seen details of the box and would like to choose these yourself. You'll also be able to buy the latest box as a one-off in our shop during this time, while stocks last. During the last month of the quarter, in this example June, we'll email you before sending the latest box, assuming we still have stock available.

The same applies in every other quarter, for example, we'll automatically send you the Summer box if you subscribe in July and August but will email you first if you subscribe in September. Your second and future boxes will be sent in the middle of a dispatch month, i.e. January, April, July and October each.

Please see the Initial Payment and Renewals section of our T&Cs for full details of how this works.

To definitely 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 definitely receive the Winter box. We will, however, have extra boxes available each quarter for new subscribers, but these are only while stocks last. Please see the answer to 'Which box will I receive first?' above for more details of how this works.

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 [email protected] 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 £3.95 for our UK subscribers and £5.95 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 [email protected] 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 [email protected] to arrange this.

Yes! If a product comes in different colour (or fragrance, design etc.), you can email us at [email protected] 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 £3.95 for our UK subscribers and £5.95 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 [email protected] 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 [email protected] to request it.

Payment

When you subscribe to Moi-Même, your first payment will be taken immediately.

The date of your next payment depends on whether you pay by credit/debit card or by PayPal, whether you buy a quarterly or annual subscription and which box we send to you first:

Payment by credit/debit card:

Quarterly subscription:

If you buy a quarterly subscription and we send you our latest box immediately, we'll change your renewal date to the 1st of our next dispatch month. For example, if you subscribe on 18 July and we send our Summer box, we'll change your renewal date to 1 October so you'll be charged then for our Autumn box.

If we can't send you our latest box (usually because it's sold out), the payment you make when you first subscribe will be for our next edition. Your card will then be charged every 3 months from the date of your first payment. For example, if you subscribe on 18 July but our Summer box has sold out, the payment you make on 18 July will be for our Autumn box and then we'll charge you again on 18 October for our Winter/January box, and so on.

Annual subscription:

If you buy an annual subscription and we send you our latest box immediately as the first of your 4 boxes, we'll change your renewal date to the 1st of the month when your fifth box is due to be sent out. For example, if you subscribe on 18 August 2018 and receive our Summer box as your first box, you'll then receive our Autumn, Winter and Spring boxes as part of your first year's subscription. We'll then change your renewal date to 1 July 2019 so you'll be charged then for your Summer 2019 box.

If you buy an annual subscription and we can't send you our latest box (usually because it's sold out), the payment you make when you first subscribe will be for our next edition. For example, if you subscribe on 18 July, the payment taken on that day will be for our Autumn edition and then we'll charge you again on 18 July the following and subsequent years, with 4 boxes received between each payment.

Payment by PayPal:

Unfortunately, we're not able to change the dates of future renewals with PayPal and so we'll do the following:

Quarterly subscription:

If you buy a quarterly subscription and we send you our latest box as your first box, we'll email you with the following options:

Either:

– Change your payment details to credit/debit card, so we can change your renewal date so you receive your next box at the same time as everyone else. For example, if you subscribe on 20 May and receive our Spring edition as your first box, you would need to change your payment details to credit/debit card in order for us to change your next renewal date to 1 July.

– Remain with PayPal and receive your next box in 3 months time, which may be later than other subscribers. For example, if you subscribe on 20 May and receive our Spring edition as your first box, you'll be charged again via PayPal on 20 August and so will need to wait until then to receive your Summer box, sent to everyone else in mid-July.

If we don't send our latest box (usually because it's sold out), the payment taken when you first subscribe will be for our next box and your PayPal account will then be charged every 3 months from the date of your first payment. For example, if you subscribe on 18 July but our Summer box has sold out, the payment taken on that day will be for our Autumn box. Your PayPal account will be charged again on 18 October for our Winter/January box, and so on.

Annual subscription:

If you buy an annual subscription and we send you our latest box as your first box, the same situation will apply where you'll need to change to credit/debit card to receive your fifth box on schedule. Or, you can wait until your anniversary to be charged via PayPal again and then receive your fifth box.

For example, if you subscribe on 18 August 2018 and receive our Summer box as your first box, you'll then receive our Autumn, Winter and Spring boxes as part of your first year's subscription. You'll need to change your payment details to credit/debit card so we can change your renewal date to 1 July 2019 and charge you on that day for the Summer 2019 box - the first box of your second year's subscription. Alternatively, you can remain with PayPal and receive your Summer 2019 box in late August, rather than July.

If you buy an annual subscription and we don't send our latest box, your PayPal account will be charged again on the anniversary of your first payment. For example, if you subscribe on 18 July, your PayPal account will be charged on that day as payment for our Autumn box and then on 18 July the next year and later years, with 4 boxes received between each payment.

We know this is all a bit complicated so please do email us at [email protected] or call us on 01225 699909 if you need us to explain it or get stuck!

Delivery of your quarterly boxes is free for all UK subscribers. If you're an international subscriber, you'll 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 £4.95 for our international customers. 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 [email protected] 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 [email protected].