Returns & Refunds Policy

Last updated: 19/06/2026

We want you to be happy with your Moss & Mac order. If something is not right, please contact us and we will do our best to help.

Returns

For most non-personalised products bought online, you have 14 days from the day your order is delivered to tell us that you would like to return it.

After telling us, you then have a further 14 days to send the item back.

To start a return, email us at:

kate@mossandmac.com & stuart@mossandmac.com 

Please include your order number, the item you would like to return, and the reason for return.

Return Conditions

Returned items must be:

• unused and unworn

• clean and in resaleable condition

• returned with original packaging where possible

We may reduce your refund if the item has been used, damaged, marked, washed, or handled more than necessary to check it.

Personalised or Custom Items

Personalised, custom or made-to-order products cannot usually be returned or refunded because you have changed your mind.

This includes items embroidered or made specifically to your request.

If a personalised or custom item is faulty, damaged or not as described, please contact us and we will put it right.

Faulty, Damaged or Incorrect Items

Please check your order when it arrives.

If your item is faulty, damaged, incorrect or not as described, email us as soon as possible at:

kate@mossandmac.com & stuart@mossandmac.com 

Please include your order number and clear photos of the issue.

If the item is confirmed as faulty, damaged, incorrect or not as described, we will offer a suitable solution, such as a replacement, repair, refund or partial refund.

Return Postage

Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item.

We recommend using a tracked postal service, as we cannot refund items that do not arrive back with us.

Refunds

Once we receive your return, or evidence that you have sent it back, we will process any refund due as soon as reasonably possible.

Refunds will normally be made to your original payment method.

Where required by law, we will refund the product price and the standard delivery cost. If you paid extra for express or premium delivery, we only refund the standard delivery amount.

Contact Us

For returns, refunds or order issues, contact us at:

Email: kate@mossandmac.com
Business name: Moss & Mac