Online Order FAQs


At Murdock London, you should experience a simple and exceptional ordering process. However, sometimes an issue or two may arise.

Please carefully read all of our terms & conditions, shipping information and FAQ’s; we feel it’s likely your situation or question will be solved and answered in one of these sections! In a rare circumstance, should your quandary not be solved, please email [email protected] and title your email with your name & order number in the subject field.


I placed an order, but haven’t received a confirmation email?

All orders placed are issued with an automated email confirmation. Please do check your Spam/Junk folder in your email, as well as your inbox. If you order has been placed, you will receive an email confirmation. Please email [email protected] if you have not received an email receipt in any of your email folders. Please provide as much information as possible regarding your details:- name, shipping address, items ordered, date, time.

What should I do if my order hasn’t been delivered yet?

Please don’t fret! It’s likely it is on its way. Please visit the Shipping page regarding order processing times. If your order has been shipped, you will have received a tracking number in an automated email. Visit Royal Mail. Type in or copy your tracking number and click “track item”. This will provide you the status of your purchase.

I placed an order for Next Day Delivery but it hasn’t arrived?

Please visit the UK Shipping section under Shipping. If this does not explain the issue, please email [email protected] and title your email with your name and order number in the subject field. Please provide as much information as possible regarding your details:- name, shipping address, items ordered, date, time.

How long will my order take to process?

Please visit our Shipping information page for details.

Where do you ship my order from?

Our orders are carefully packaged and dispatched from London, UK.

Can I change my delivery address?

No. We cannot guarantee any amendments once an order has been processed.

What is your Returns & Exchange Policy?

We hope you thoroughly enjoy your purchase, but should you feel you need to return any part of your purchase to us, please read in full the Returns and Refunds section of our Customer Services section.

I have lost my gift certificate. Can I be issued a new one?

We are not liable for any lost items once they are in your possession. If any items purchased through our web store are lost in transit, please email [email protected] and we will be glad to assist in re-issuing your products.

Can I still use my gift certificate?

All of our gift certificate experiences expire six months after the date of purchase. Your gift certificate will have a date on the back- six months after this date, the certificate is void.

What is a hazardous item?

In Murdock London’s product range, our 100ml colognes are considered dangerous to transport. These items will contain a ‘material safety data sheet’ (a document that lists ingredients/safety measures etc.) necessary for postal distribution, dependent on the location an order is being shipped to.

Do you ship internationally?

We do indeed. Costs for shipping vary depending on your location, your order and the nature of the products chosen (weight of the parcel). Please refer to our Shipping section for further details.