The Mob Handbook

Changed Your Mind

Tell us within 14 days of delivery, then send the item back within 14 days of telling us. Items should be unused, sealed, complete and in resaleable condition.

For eligible change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated. We recommend a tracked service.

Adhesives, sprays and applicators are hygiene-sensitive, so opened or used items don't usually qualify for a change-of-mind return. Opening the outer box to look at what you've bought doesn't affect a change-of-mind return, as long as the product seal is intact and the item is unused.

Something Isn't Right with a Product

If something isn't right with a product, tell us. Contact our Customer Care Team and we'll look into it with you.

To understand what happened and find the most appropriate solution, we may ask for details about the product, order, batch, use, application and storage, along with photos or a short video. In some cases we may ask for the product to be returned so we can inspect it.

A reported concern does not by itself confirm a product fault. We assess every case individually and aim to reach a fair and appropriate outcome.

Where we ask for a product to be returned for assessment, we'll provide the return instructions and confirm the return-cost arrangements for that case.

How We Review It

1. Contact Customer Care
2. Tell us what happened
3. Share any information we ask for
4. We review the concern
5. We inspect the product if needed
6. We agree the most appropriate resolution

Once a product reaches us, please allow up to 14 working days for the review to be completed. Inspection can include quality, consistency, hold and performance checks, and we look at the batch as well as the bottle. Please keep hold of the product until we have spoken, as we may need it back.

When reviewing a product concern, we may consider the product's condition, age, batch information, storage, handling, application, use and any relevant product guidance.

Refunds, Store Credit & Goodwill

Approved refunds go back to the original payment method within 10 business days. Original shipping costs are non-refundable unless the return is due to a fault or an error on our side, or where applicable consumer law requires them to be refunded.

Pretty Mob store credit is issued as a flexible way to shop with us again. Valid for 12 months from the date it's issued, held on your account, and not normally exchangeable for cash.

Unless otherwise stated, customer-care discount codes are valid for 30 days from the date they're issued.

From time to time we may offer a goodwill resolution such as store credit, a discount, a replacement product or another appropriate gesture. Goodwill resolutions are considered case by case and may take into account order history, the circumstances of the concern and the information available. A goodwill gesture is offered as a courtesy and is separate from the outcome of any assessment.

Full detail is in our Returns Policy and Refund Policy.

Shopping from Outside the UK

If you're buying from outside the UK, some parts of our returns and customer-care process may vary depending on the destination and the circumstances of your order. We'll give you the right guidance for your order, and local consumer rules that apply where you live still apply.

Fair Use

Very rarely, we may decline a remedy where there is clear evidence of deliberate misuse, tampering or a falsified claim. Decisions are evidence-led and we always explain them. Nothing in this policy limits or removes your legal rights as a consumer under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or equivalent legislation where you live.

Our Commitment

Our promise to the Mob is simple: we dispatch every order within the stated processing timeframes.

Once your order has been successfully dispatched, it is then handled by our third-party courier partner: Royal Mail or UPS in the UK, and UPS for all international orders placed from 14 August 2026.

Please note:

• Delivery timeframes selected at checkout are estimates provided by the courier, not guaranteed delivery dates.
• Once dispatched on time, a delay inside the courier network is outside our direct control, for example:
  • Postal delays
  • Bank holidays
  • Weather disruptions
  • Operational issues within the courier network
  That does not remove our responsibility for the goods until delivery is completed, and it does not affect your statutory rights. Contact Mob Care and we will work through it with you.

This is in line with UK consumer law.

Legal Position

Under the Consumer Rights Act 2015, responsibility for goods remains with the retailer until delivery is completed.

However, where:

• The order has been dispatched within the stated timeframe
• The delivery service selected by the customer has been fulfilled correctly on our end

Any delays occurring within the courier network are considered outside of our direct control.

Being outside our direct control does not mean you are on your own, and it does not automatically remove our legal responsibility for the goods. We investigate with the courier, keep you updated and resolve it in line with this policy and your statutory rights.

Important Clarification

Example:

If your order is:

• Placed on the 1st
• Dispatched on the 1st
• Estimated to arrive by the 3rd
• But is delivered on the 8th due to courier delays,

This is a courier delay rather than a dispatch failure. We will still investigate it with the courier, and your statutory rights are unaffected.

Delivery FAQs

Delivery times are estimated and may vary depending on courier service conditions.

General Disclaimer

Every product we sell to the Mob is for external cosmetic use only. Detailed application guidance is provided for every product so members know exactly how to get the best from it. Where a product is used in a way that is materially different from the guidance provided, we may not be able to offer the same remedy, however this does not limit your statutory rights or your right to raise a genuine quality concern.

By purchasing from our website, you acknowledge that you have read the product descriptions, usage guidance, and relevant disclaimers prior to purchase.

Allergic Reaction Disclaimer

As with all cosmetic products, individual reactions may occur. Customers are strongly advised to:

• Review the full ingredient list for each product before purchase and use
• Perform a patch test at least 24 to 48 hours before full application
• Discontinue use immediately if irritation, redness, or discomfort occurs

Because individual skin chemistry varies, reactions cannot always be predicted. Where the recommended patch-test and usage guidance has been followed, we will still review any reported reaction respectfully and fairly, and your statutory rights remain unaffected.

Intellectual Property

All content on this website, including but not limited to text, images, logos, product names, and branding, is the intellectual property of The Pretty Mob UK and may not be reproduced, distributed, or used without prior written consent.

Governing Law

These terms are governed by the laws of England and Wales. Nothing in these terms affects your statutory rights as a consumer under the laws of your country of residence.

Usage Disclaimer

Results across the Mob will vary based on application technique, skin type, hair texture and environmental conditions. We share the guidance, tutorials and Pro Tips to help every member get a strong result, but no brand can guarantee identical outcomes for every individual.

System & Compatibility Disclaimer

Our products are formulated, tested and specifically marketed to be used together as The Pretty Mob system (Prep → Glue → Melt → Remove). The Mob gets the best results when the system is used as instructed.

When our products are used alongside, layered with, or substituted for products from other brands, performance, hold time, finish and skin compatibility may differ, and we may not be able to guarantee the same results.

Where you believe there is a genuine quality concern with one of our products, please contact Mob Care so we can review it fairly.

Patch Test Notice

We recommend performing a patch test 24 to 48 hours before first use of any new product. Apply a small amount to a discreet area of skin and monitor for any signs of irritation. If any adverse reaction occurs, discontinue use and consult a medical professional.

Results Disclaimer

The Pretty Mob UK does not guarantee specific results from the use of any product. Product imagery, testimonials, and descriptions reflect typical or expected outcomes but are not a guarantee of individual results.

Overview

Mob Money are how we say thank you to the Mob. They are earned on eligible purchases made while logged into a valid Mobster account, and they are reserved for members only. Guests do not earn points; that is one of the perks of joining the Mob.

Programme Rules

1. Customers must create or log into their member account before checkout to earn Mob Money.
2. Mob Money are linked to the email address and customer account used at checkout.
3. Mob Money cannot be transferred, merged, gifted, sold, exchanged for cash, or moved between accounts.
4. If a customer checks out as a guest or uses a different email address, Mob Money will not be added later.
5. Mob Money are only earned on completed, paid, non-cancelled orders.
6. Mob Money are removed or reversed if an order is refunded, cancelled, returned, charged back, disputed, or flagged as fraudulent.
7. Mob Money have no cash value.
8. Mob Money cannot be used with other discounts, codes, sales, bundles, promotions, gift cards, shipping fees, taxes, or limited-edition launches unless The Pretty Mob UK confirms otherwise.
9. Mob Money may only be redeemed once the required points balance has been reached.
10. The Pretty Mob UK reserves the right to amend, pause, withdraw, or cancel the Mob Money programme at any time.
11. Abuse of the rewards programme may result in points being removed and the account being suspended.
12. Customers are responsible for making sure they are logged in before completing checkout.
13. Mob Money are calculated using the product subtotal only and do not include shipping fees, taxes, gift cards, tips, or any additional charges.
14. Mob Money are earned only on the final paid product value after discounts and promotions have been applied.
15. If an order is refunded, returned, partially refunded, cancelled, charged back, disputed, or found to be fraudulent, the corresponding Mob Money will automatically be removed or deducted from the customer's account.
16. If Mob Money from a refunded or returned order have already been spent, The Pretty Mob UK reserves the right to deduct the negative balance from future rewards earnings or remove access to the rewards programme.