FAQ

Frequently Asked Questions

Here are answers to some of the questions we are asked most often about Medna.Shop, our products, workshops, orders and business opportunities.

Orders & Products

Where does Medna.Shop ship?

We ship to the countries and destinations available at checkout. Delivery availability may vary depending on the product, destination and fulfilment location.

For more information, please see our Shipping Policy.

Will all items in my order arrive together?

Not necessarily. We work with multiple warehouses and fulfilment locations across the European Union and the United Kingdom.

If your order contains products from different locations, the items may be sent in separate parcels and may arrive at different times.

You may also receive more than one tracking number.

Why did I receive only part of my order?

Your order may have been split into separate shipments.

Please check your shipping confirmation and tracking information first. If an expected parcel does not arrive within the expected delivery period, contact us and we will investigate.

How long will my order take to arrive?

Delivery times depend on the product, fulfilment location, destination and delivery service.

Standard products that are in stock will normally be dispatched within the timeframe shown on the product page or at checkout.

Custom products may take longer because they may require formulation, production, curing, packaging and other preparation before dispatch.

For full information, please see our Shipping Policy.

Can products be shipped from outside the EU?

Yes. Some products may be manufactured, produced or fulfilled from locations outside the European Union.

These products may take longer to arrive because of international transportation, customs clearance, import procedures and other factors.

Will I have to pay customs or import charges?

International shipments may be subject to customs procedures, import requirements, taxes, duties or other charges depending on the destination and circumstances.

Where applicable, relevant information will be provided before purchase.

Returns & Refunds

Can I return something I bought online?

Where the statutory right of withdrawal applies, EU consumers generally have 14 days to withdraw from an online purchase without giving a reason.

There are legal exceptions for certain products, including certain personalised products and certain sealed products once opened.

For the full details, please see our Returns & Refund Policy.

How do I start a return?

We will provide the appropriate return instructions and return address for your particular order.

Please do not send a return to our registered company address unless we specifically instruct you to do so.

Can I return a custom or private-label product?

Custom and clearly personalised products generally do not have the standard 14-day right of withdrawal.

However, your statutory rights remain protected if a product is defective, unsafe or does not conform to what was agreed.

See our Returns & Refund Policy for more information.

What if my product arrives damaged?

Contact us as soon as reasonably possible and provide your order number and, where possible, photographs of the product and packaging.

Please keep the product and packaging until the matter has been investigated.

What if I receive the wrong product?

When will I receive my refund?

Refunds are processed in accordance with applicable law.

For statutory withdrawals, we may wait until the returned goods have been received or you provide evidence that they have been sent back, where permitted by law.

For more information, see our Returns & Refund Policy.

Custom & Private-Label Products

Do you make custom soaps?

Yes. We can discuss custom soap projects for individuals and businesses.

Depending on the project, customisation may include essential oils, botanicals and other agreed ingredients.

Can I provide my own ingredients?

You can discuss supplying your own ingredients for a custom project.

All customer-supplied ingredients must be discussed and approved by Medna.Shop before they are sent or used.

We may decline ingredients that are unsuitable for the intended product, formulation, safety requirements or applicable regulations.

How much does a custom soap cost?

Custom products are quoted individually.

The price may depend on the ingredients, formulation, production and making fees, packaging, labelling, curing time and shipping.

How long does a custom soap take?

Custom soaps can take longer than standard products because the process may include formulation, production, curing, packaging and shipping.

The required curing time will be considered when we provide an estimated timeframe.

What is white label?

White label generally means an existing product that can be supplied for sale under your own brand, subject to the product, packaging and project requirements.

Availability and minimum quantities may vary by product.

What is private label?

Private label is for businesses looking for products prepared specifically for their brand and requirements.

Depending on the project, this may involve agreed product specifications, ingredients or formulations, packaging, branding and labelling.

For more information, please see our Business, Trade & Partnership Opportunities.

Workshops

Do you offer workshops?

Yes. We offer online workshops for individuals and groups.

Subjects may include:

soap making;
natural cosmetics making;
naturally preserved foods; and
related natural making techniques.

Can I book a one-to-one workshop?

Yes. One-to-one workshops may be available depending on the subject and scheduling.

Can I arrange a private group workshop?

Yes. We can discuss private group workshops and sessions for organisations or special occasions.

If you have a particular group or event in mind, contact us to discuss your requirements.

What happens if I need to cancel a workshop?

Workshop cancellation and refund arrangements depend on the particular workshop and applicable consumer rights.

Please see our Terms and Conditions and Returns & Refund Policy, or contact us before cancelling.

Wholesale & Business Orders

Do you offer wholesale?

Yes. We welcome enquiries from businesses looking to purchase Medna.Shop products in larger quantities.

We work with retailers, independent shops, gift shops, spas, wellness businesses, hotels, hospitality businesses, online businesses, event organisers and other businesses.

Do you have a minimum wholesale order?

Wholesale quantities and arrangements depend on the products and requirements of the order.

Can I become a distributor?

Yes. We are open to enquiries from distributors interested in carrying Medna.Shop products in their market or territory.

Distributor pricing, territories, quantities and any exclusivity arrangements are discussed separately.

Do you work with independent sales representatives?

Yes. We are open to working with independent sales representatives who would like to introduce Medna.Shop products to retailers, businesses or other customers.

Commission and other commercial arrangements are agreed separately.

Can you supply products for my shop or online business?

Yes. Trade and wholesale orders can be discussed for businesses looking to stock Medna.Shop products.

Can you supply products for a farmers' market?

Yes. If you are looking for products for a farmers' market stall or similar retail activity, contact us with the products and quantities you are considering.

Can you supply corporate gifts?

Yes. We can discuss products, quantities and custom or personalised options for corporate gifts and events.

Can you supply wedding keepsakes?

Yes. We can discuss personalised or custom products suitable for wedding keepsakes, favours and similar occasions.

Influencers & Affiliates

Do you work with influencers?

We welcome enquiries from influencers, content creators, bloggers and others interested in collaborating with Medna.Shop.

Possible collaborations may include product features, demonstrations, social media content and promotional campaigns.

Do you have an affiliate programme?

We may work with suitable affiliate partners using referral codes.

Affiliate commission rates and other terms are agreed separately.

How do affiliate referrals work?

Approved affiliates receive a referral code that they can share with their audience. Qualifying purchases made using the code may generate a commission according to the agreed affiliate terms.

Nutritional Supplements

Do you sell nutritional supplements?

Yes. Selected nutritional supplements are available through Medna.Shop.

Where are your supplements made?

Some nutritional supplements offered through Medna.Shop are manufactured in the United Kingdom and fulfilled domestically within the United Kingdom.

Do you ship supplements outside the UK?

Our standard online offering for these supplements is currently for UK domestic delivery.

For wholesale, trade or larger quantities, export arrangements may be discussed separately, subject to the products, destination and applicable requirements.

Payments

How can I pay?

Payment options available to you will be shown at checkout.

Payments are processed through Shopify Payments and/or other payment services made available through the Shopify checkout.

Is my payment information secure?

Payments are processed through the secure payment services available through Shopify's checkout. We do not normally store complete payment-card details.

Privacy & Cookies

How do you use my personal information?

Our GDPR Privacy Policy explains how Medna.Shop collects, uses and protects personal information.

Does Medna.Shop use cookies?

Yes. Our Website may use cookies and similar technologies for functionality, security, analytics and other purposes.

For more information, please see our Cookie Policy.

Complaints

How do I make a complaint?

If you have a complaint about an order, product, delivery or service, please contact us at info@medna.shop.

Please include your order number and a short description of the issue where applicable. We will review your complaint and do our best to resolve it fairly and promptly.

If we cannot resolve the matter directly, you may have access to applicable consumer dispute-resolution procedures under Maltese or EU law.

Thoughtful Holistic Wellness

FAQ

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