Tracking your Moor Mask® Clear Skin Care System Order

All parcels are shipped with full insurance against loss or theft during transit.

Please note that due to the volume of mail we send, we cannot track all individual parcels for customers.

Royal Mail will not investigate any overseas parcel deliveries until 25 working/business days (ie. not including weekends or UK public holidays) have elapsed since the parcel was shipped.

Once payment is received, your natural skin care order will ship within 48 hours or 2 working days at most (we usually ship within 24 hours). We don't ship over weekends or UK bank/public holidays.

Your tracking number is inputted directly into the PayPal system and they will email you with the tracking information as soon as your order ships.

Your tracking number is composed of 13 characters. For overseas parcels, the first two letters are usually 'RJ' and the last two are 'GB'. Once you have your tracking number, the status of your parcel can be checked at anytime via Royal Mail Track & Trace. Simply enter your 13 character tracking number into the relevant box on the site and click the 'Track Item' button. You can also retrieve your tracking number at anytime by clicking on your transaction with us once you are logged in to your Paypal account.

In some instances, Royal Mail will only track parcels up until they leave the UK. Upon the parcels' arrival in your country, you will need to check the parcel status on the website of your national postal service using the same 13 character tracking number provided. You access the tracking number directly from your Paypal account.

Below are links to some popular national postal websites, where you can continue to track your parcel when it arrives in your country. If your country is not shown below, please search for your national postal service online and seek information from their website.

 

If you have waited 15 working days (UK only) or 25 working days (all other countries) and your parcel has still not arrived then we will look into the matter for you, provided you Contact Us with the following information:

  • The 13 character tracking number available from your Paypal account (this is not your order number). Overseas tracking numbers usually begin with the letters 'RJ' and end in 'GB'.
  • The date you placed your order
  • Your order number or Paypal transaction ID
  • The country the parcel was shipped to

Once we have received your email we will ask the Post Office to investigate and get back to you as soon as possible.

Insurance & Missing Parcels

Unfortunately, parcels do go astray on rare occasions. If you order via this website you are completely covered as full insurance is included as standard completely free of charge, regardless of your country of residence.

Please note that Royal Mail will not investigate any missing UK deliveries until 15 working/business days have elapsed from the time of shipping. In the case of overseas parcels, due to recent heightened security at many international airports, they will not investigate until 25 working/business days have elapsed from the time of shipping. These timeframes for investigation are completely outside of our control. If you have not received your order within these timeframes, please Contact Us and we will make a claim on our insurance and issue you with a replacement item. Included insurance allows for the despatch of replacement goods, but not a refund. By placing an order with us, you consent to this as part of our Terms & Conditions.

Please do not contact us regarding any delayed items until after this time period, as we will be unable to resolve the situation until then.

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