Customer Care

Contact our Certified Skincare Specialists. We're here for you.

 Call: 0844 472 7050
Monday-Friday
9:00AM - 5:00PM
 Email: info@murad.co.uk
You will receive a reply within
1-2 working days.
Email your Inquiry >
 Press Office Enquiries:
prteam@murad.co.uk
0207 870 4813
  • ORDERS AND DELIVERY
    • Has my order shipped?
      • You will receive a shipment email confirmation when your order has been dispatched.

    • How do I track my order?
      • If you wish to track your order, please email info@murad.co.uk or call 0844 472 7050 and we will be happy to help.

    • Do you ship international orders?
      • "Orders will only be shipped and delivered to addresses located within the United Kingdom, Northern Ireland, Channel Islands, Isle of Man, Scottish Islands, Republic of Ireland, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Estonia, France, Monaco, Germany, Hungary, Latvia, Portugal, Slovakia, Poland, Spain and Switzerland, Northern Ireland, Channel Islands, Isle of Man, Scottish Islands, Republic of Ireland, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Estonia, France, Monaco, Germany, Hungary, Latvia, Portugal, Slovakia, Poland, Spain and Switzerland. Orders may only be shipped to one delivery address.

        Prices including VAT
        Northern Ireland - 2 working days £8.65
        Channel Islands - 2 working days £11.75
        Isle of Man - 3 working days £13.60
        Scottish Islands - 2 working days £9.89
        Republic of Ireland - 2 working days £9.89
        Austria - 3 working days £12.00
        Belgium - 2 working days £10.20
        Bosnia-Herzegovina - 4-6 working days £30.00
        Bulgaria - 4-6 working days £22.80
        Estonia 4-5 working days £20.40
        France - 2 working days £10.80
        Monaco - 2 working days £10.80
        Germany - 2 working days £10.20
        Hungary - 4-5 working days £20.40
        Latvia - 4-6 working days £19.20
        Portugal - 2 working days £15.32
        Slovakia - 3-4 working days £16.80
        Poland - 4-5 working days £16.20
        Poland - 2 working days £14.53
        Spain - 2 working days £15.32
        Switzerland - 3 working days £13.20"

    • How long my order will take to arrive?
      • Delivery charges are per order. An order can be delivered to one address only. If you require to send orders to multiple addresses you will need to place a separate order for each address.

        Orders are processed and shipped on working days only (Monday through Friday, excluding bank holidays).

        During extreme weather conditions and during sales periods, please allow extra time for your order to be delivered, and if you wish to receive tracking details please email info@murad.co.uk

        UK delivery options (orders placed Monday to Friday excluding Bank Holidays)

        UK Next Day delivery: 1 working day, order must be placed before 2pm.

        This is a next working day service, however to receive your order the next day it must be placed by 2pm. Orders placed after 2pm or at weekends will be dispatched on the next working day.

        Example 1: If you place an order at 3pm on Monday your order will be dispatched on Tuesday and delivered on Wednesday.

        Example 2: If you place an order before 2pm on a Friday, it will be delivered on the next working day, normally Monday unless this is a bank holiday and then the order will be delivered on the Tuesday.

    • Can I customise or cancel my order?
      • If you wish to customise or cancel your order, please email info@murad.co.uk or call 0844 472 7050 and we will be happy to help. If your order is still pending, we will be able to help before it ships.

    • What are Murad's terms of sales?
      • These terms of sale (together with any documents referred to below) set out the terms (Terms) on which we sell any Murad products (Products) listed on the Murad website at murad.co.uk (Site) to you. Please read these Terms carefully before you order any Products from the Site. Before placing an order you will be asked to agree to these Terms. If you do not to accept these Terms, you will not be able to order any Products from the Site.

        The Site is operated by Murad Europe Limited (Murad or "we" or "our"), a company registered under company number 09664383 whose registered office is at Unilever House, 100 Victoria Embankment, London, EC4Y 0DY, UK.

        You may only purchase Products from the Site if you are 18 years or older.

        OUR PRODUCTS

        The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the Products accurately your Products may vary slightly from those images. The packaging of the Products may vary from that shown on images on our site.

        PERSONAL INFORMATION

        We only use your personal information in accordance with our Privacy Policy. Please take the time to read it, as it includes important terms which apply to you.

        OUR CONTRACT

        Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

        After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.

        We will confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched (Dispatch Confirmation). The contract between us will only be formed when we send you the Dispatch Confirmation.

        If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order.

        OUR RIGHT TO VARY THESE TERMS

        We may amend these Terms from time to time. Every time you order Products from us, the Terms in force at the time of your order will apply to the contract between you and us.

        RETURNS AND REFUNDS

        If, within 30 days of receiving a Product, you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the contract and receive a refund.

        To return a Product please see our “How to Return” page.

        ORDERS AND DELIVERY

        Orders will only be shipped and delivered to addresses located within the United Kingdom, Northern Ireland, Channel Islands, Isle of Man, Scottish Islands, Republic of Ireland, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Estonia, France, Monaco, Germany, Hungary, Latvia, Portugal, Slovakia, Poland, Spain and Switzerland, Northern Ireland, Channel Islands, Isle of Man, Scottish Islands, Republic of Ireland, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Estonia, France, Monaco, Germany, Hungary, Latvia, Portugal, Slovakia, Poland, Spain and Switzerland. Orders may only be shipped to one delivery address.

        Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time. You own the Products once we have received payment in full, including all applicable delivery charges.

        Occasionally our delivery to you may be affected by an Event Outside Our Control. See below for our responsibilities when this happens.

        DEFECTIVE OR DAMAGED MERCHANDISE

        In the event that we process your order incorrectly, or that you receive a defective or damaged item, please contact us, and we will provide a full refund and/or replace the item. On some occasions, we will require defective or damaged items to be returned.

        PRICE AND PAYMENT

        It is always possible that, despite our reasonable efforts, some of the Products on the Site may be incorrectly priced. If we discover this error before we accept your order we are not required to sell the Products to you at the price shown. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option or reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods (but they have not yet been dispatched) you will receive a full refund.

        The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

        The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.

        OUR LIABILITY TO YOU

        If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not reasonably foreseeable. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

        PROMOTIONS

        From time to time we will offer various promotions that can be applied to your order using a promotional code, which we will provide to you. You should enter the applicable promotion code in the space provided in the Cart/Basket, before you submit your order. The value of the promotion will be applied to your order (but may not be displayed as a separate line item).

        While the terms and conditions for each promotion will vary, most of our offers last for a limited time, and have associated promotional codes that can only be used once per customer, and cannot be combined with other offers. Promotional delivery offers will apply to orders that meet the terms and conditions for that particular promotional guidelines, such as the applicable merchandise total (before delivery/handling charges are applied) and the requirement that the order be delivered to a single address. Generally, shipping promotions will only apply to UK Standard Delivery, unless otherwise noted.

        Some offers will not have an associated promotional code – they can simply be added to your shopping basket, and the promotion will be applied, as long as you have met the other offer requirements.

        If you have any questions about a promotion, or whether your order qualifies, feel free to contact us.

        EVENTS OUTSIDE OUR CONTROL

        An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

        We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an Event Outside Our Control.

        If an Event Outside Our Control takes place that affects the performance of our obligations under a contract with you we will contact you as soon as reasonably possible to notify you. Our obligations under that contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

        You may cancel a Contract affected by an Event Outside Our Control. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

        OTHER IMPORTANT TERMS

        Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

        If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

        These Terms are governed by English law. This means a contract for the purchase of Products through our site and any contractual or non-contractual dispute or claim arising out of or in connection with it will be governed by English law.

        Murad may agree to alternative online dispute resolution ("ODR") if we cannot resolve the matter between us informally. For more information on ODR see http://ec.europa.eu/consumers/odr/. In the event that a dispute is not resolved outside of the courts, you and we both agree to that the courts of England and Wales will have exclusive jurisdiction unless you are a resident of Northern Ireland then you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

        CONTACT US

        To contact us click here

  • RETURNS AND REFUNDS
    • How do I return my order for a refund?
      • Murad accepts returns on orders within our 30 day money back guarantee even if the product has been opened or used from the date of disptach.

        To make your return you will need our FREEPOST address below;

        Freepost Murad Europe Ltd

        Please place a note in with the parcel or place your order number on the package so when we receive it we can contact you and send you the tracking details for the exchanged product or sending you a confirmation for your refund, also if you have any concerns or queries please email info@murad.co.uk. Also please note the following about returning or refunding your order:

        1. Make sure you buy direct from us. We cannot refund purchases from other vendors.

        2. Make sure you have the receipt. We will need it in order to issue a refund.

        3. We cannot refund on discontinued items, if you are unsure if a product is discontinued, call or email, we're happy to help.

        4. You must return within 30 days from the dispatch date.

        5. All refunds are less postage and packaging.

        6. Refunds can be processed against personal use only. A refund will only be processed once, per product, per household, and once per order. e.g. If you order two Blemish Control Clarifying Cleansers you may return only one cleanser, once, for a full refund under our 30 day money back guarantee

    • What is Murad's Money-Back Guarantee?
      • Here at Murad, we stand by our products unconditionally and provide the following guarantee. If for any reason you're not 100% satisfied with any of our products, simply return them within 30 days from the date of dispatch. We'd be happy to assist you with a refund (less postage and package). PLEASE NOTE: This guarantee does not apply to products purchased from other vendors.

        How To Return

        Murad accepts returns on orders within our 30 day money back guarantee even if the product has been opened or used from the date of disptach.

        To return your product, you will need our FREEPOST address below:

        Freepost Murad Europe Ltd

        Please place a note in with the parcel or place your order number on the package so when we receive it we can contact you and send you the tracking details for the exchanged product or sending you a confirmation for your refund, also if you have any concerns or queries please email info@murad.co.uk. Also please note the following about returning or refunding your order:

        1. Make sure you buy direct from us. We cannot refund purchases from other vendors.

        2. Make sure you have the receipt. We will need it in order to issue a refund.

        3. We cannot refund on discontinued items, if you are unsure if a product is discontinued, call or email, we're happy to help.

        4. You must return within 30 days from the dispatch date.

        5. Refunds cannot be made on postage and packaging. Please use our freepost address to avoid charges.

        6. Refunds can be processed against personal use only. A refund will only be processed once, per product, per household, and once per order. e.g. If you order two Blemish Control Clarifying Cleansers you may return only one cleanser, once, for a full refund under our 30 day money back guarantee

  • PAYMENTS
    • Which payment methods can I use to place my order?
      • The following Credit / Debit cards are accepted for payment:

        Visa
        MasterCard
        American Express
        We're sorry, we do not accept:

        Cheques Postal Orders Maestro When your credit card has been authorised, funds are put on hold until the transaction is completed. When the order has been dispatched, the payment will be processed.

        Important information: For your security, your billing name and address must match that of the credit/ debit card being used for payment. We reserve the right to cancel any order that does not match this criterion.

    • When the payment will be taken from my account
      • For any order placed on our website or by phone, payment will be taken as soon as the order has been shipped.

  • PRODUCT INFORMATION
    • How do I know what is right from me?
      • We offer consultations via email or phone, please email info@murad.co.uk or call 0844 472 7050 and we will be happy to help you to find an product that will benefit your skin.

    • Do Murad tests on animals?
      • Murad never tests any products on animals & uses only ingredients that have not been animal tested. We only test on humans. We do sell our products in Hong Kong but not mainland China so we are not required to test on animals.

    • Do Murad products contain parabens?
      • At Murad, we not only take our customers' safety concerns quite seriously, we share them. That is why we follow strict industry and government guidelines to ensure that every ingredient in each of our formulas has been thoroughly safety tested and approved for use. In addition, our product development and quality control teams continuously monitor the scientific literature, as well as reports from our customers, to ensure that our products are at the leading edge of safety as well as performance.

        Because customer safety is our highest concern, Murad's product development team continually monitors scientific literature, and FDA safety alerts and guidance, to ensure that all of our products are safe and fully compliant with all applicable rules, regulations and laws. At Murad we use different preservatives depending upon the unique formula of each product, accordingly many products manufactured by Murad are paraben free.

        To help ease your concern about the safety of a paraben, or any other ingredient, we encourage you to visit www.cosmeticsinfo.org which is a website specifically dedicated to providing consumers with timely and objective information regarding ingredient safety.

        You can also contact Customer Care to customise a regime perfect for you that will address any ingredient concerns you may have.

    • Are Murad products safe to use while pregnant or breast feeding?
      • Please be advised that while Murad undergoes all possible safety testing for the quality and efficacy of our products, we have not conducted specific testing for pregnant or breast feeding women. Dr. Murad recommends that women who are pregnant or breast feeding consult their physician before using any skincare products regardless of the brand.

  • MY ACCOUNT