FAQs
Below are some frequently asked questions. If your query isn't answered, then please Contact Us, and we will do our best to help.
Products
Can I learn more about Mason Grant products?
Sure. Click on the products you want to know more about.
Are your suppliers in the UK?
Yes. All of our ingredients and materials are purchased from UK suppliers. We work really hard to source what we need as close to home as possible.
Delivery & Returns
Which courier do you use?
We use solely Royal Mail with tracking options to post our orders. Our standard postage option is tracked 48, with a tracked 24 option also available. Please keep in mind that Royal Mail delivery times are from when your order is dispatched; we still have to process the order. Orders received before 12 pm are typically dispatched the next day (excluding Sundays and Bank Holidays).
Can I fast-track my order?
We have a 24-hour tracked delivery option available at the checkout stage. If you need an order to be delivered urgently or have specific delivery requirements, please contact us and we will help wherever we can. Collection is sometimes possible if you’re local to our Norfolk studio.
When will I receive my order?
Please allow up to 7 days after the day of ordering for your order to arrive. If, by this date you haven’t received your goods, then contact us with your order number so we can track the parcel with Royal Mail.
In some instances, there may be delays beyond our control, such as national strikes, fuel shortages or other delays outside of our control. In these circumstances, we are not liable for any delays.
Can I return my order?
We want you to be thrilled with your new purchase and for your shopping experience with Mason Grant to be a pleasant one. As avid online shoppers ourselves, we understand that sometimes, for whatever reason, returns need to be made and as such, we will always strive to make this process as easy as possible. Please see our Returns & Refund Policy for full details.
My order has arrived damaged. What do I do?
Should you receive your delivery in a damaged condition, please take photos at your earliest convenience. Ideally, photos should be taken prior to unwrapping in case the goods inside are also damaged. Contact Us directly so we can resolve this for you as swiftly as possible.
Ethics & Environment
I'm a vegan. Are Mason Grant products for me?
They certainly are. Our products contain no animal or animal by-products and are 100% cruelty-free.
Are Mason Grant products tested on animals?
Absolutely not. In the world we live in, there are so many alternatives to testing on animals. This makes the process of testing on animals entirely unnecessary and cruel. We owe it to all animals to ensure our supply chain stays 100% cruelty-free free and this is something that will never change.
How do I recycle my used packaging?
We have developed our packaging to be fully recyclable. Once you have finished with the product, the box can be popped into your recycling bin alongside other cardboard rubbish. Any glass or plastic components have been chosen due to their reusable qualities, so we encourage their reuse wherever possible. At the end of their life, local recycling guidance should be followed.
Are Mason Grant products safe to use around pets?
All Mason Grant products are made with non-hazardous bases which never exceed the legal safety levels for fragrance oils. However, just like humans, pets are all different, and what may be perfectly fine around some pets may be an irritant for another. We therefore advise taking your own pet’s health and needs into consideration. It’s worth noting that additives such as dyes can cause physical sickness in animals if ingested, which is another reason why we don’t use dyes in any of our products.
Always allow your pet to leave an area where you are using home fragrances, just like us, we all like/dislike different scents, and the same applies to our pets. Never use products over your pet's eating/drinking area.
We always advise storing products out of reach of children and animals and never leaving a naked flame unattended. If your pet ingests a wax melt, the first thing to do is remove any wax from their mouth, monitor your pet to see if they are lethargic or in distress, and if there are any signs of illness, it is always best to contact your vet for advice. Ensure you retain our packaging for reference, and of course, if any further information is needed, don’t hesitate to contact us.
We are constantly looking at ways to ensure we do our best when it comes to producing products in line with our core values and welcome any and all feedback.