Shipping & Delivery Policy

Last updated: 19/06/2026

This Shipping & Delivery Policy explains how Moss & Mac processes, ships and delivers orders placed through our website.

Delivery Locations

We currently deliver to: United Kingdom only

If you are outside our delivery area and would like to place an order, please contact us before ordering.

Processing Times

Orders are usually processed within: 2–5 working days

Working days are Monday to Friday, excluding bank holidays.

During busy periods, product launches, holidays or high-demand periods, processing times may be longer.

Made-to-Order and Embroidered Products

Some Moss & Mac products may be embroidered, finished or prepared in small batches.

If an item is made to order, personalised, customised or embroidered specifically for you, the processing time may be longer than standard ready-to-ship items.

Any estimated production or dispatch time will be shown on the product page, at checkout, or communicated to you after your order is placed.

Delivery Methods

We use trusted postal and courier services to deliver orders.

Our delivery partners may include: Royal Mail or other available courier

The available delivery options and costs will be shown at checkout before you complete your order.

Delivery Costs

Delivery costs are calculated and shown at checkout.

We may offer free delivery, flat-rate delivery or promotional delivery offers from time to time.

Any delivery charges will be clearly shown before you place your order.

Estimated Delivery Times

Estimated delivery times depend on the delivery method selected at checkout.

As a guide, UK orders are usually delivered within: 2–4 working days after dispatch

Delivery times are estimates and are not guaranteed unless we specifically state otherwise.

Order Confirmation and Dispatch

After placing your order, you should receive an order confirmation email.

Once your order has been dispatched, we may send a dispatch confirmation and tracking information, where tracking is available.

Please check your email address carefully when placing your order.

Delays

We do our best to process and dispatch orders on time, but delays can sometimes happen.

Delays may be caused by postal or courier disruption, busy seasonal periods, incorrect delivery details, weather, customs, stock availability, technical issues or other events outside our control.

If we become aware of a significant delay with your order, we will contact you as soon as reasonably possible.

Incorrect or Incomplete Delivery Addresses

You are responsible for providing a complete and accurate delivery address when placing your order.

If an order is delayed, lost or returned to us because the address provided was incorrect or incomplete, we may ask you to pay any additional delivery costs before we resend it.

If you notice an error in your delivery address after ordering, contact us as soon as possible at:

kate@mossandmac.com & stuart@mossandmac.com

We will try to help, but we may not be able to change the address once the order has been dispatched.

Missing or Lost Orders

If your order has not arrived within the expected delivery timeframe, please contact us at:

kate@mossandmac.com & stuart@mossandmac.com 

Please include your order number and delivery address.

We may ask you to allow a reasonable amount of time for the courier or postal service to investigate the delay.

If your order is confirmed as lost, we will offer a suitable solution, such as a replacement or refund.

Damaged Orders

If your order arrives damaged, please contact us as soon as possible at:

kate@mossandmac.com & stuart@mossandmac.com

Please include your order number and clear photos of the damaged packaging and product.

We will review the issue and offer a suitable solution where appropriate.

International Delivery

We currently do not offer international delivery.

If international delivery is available, delivery times, costs, taxes, customs charges and import duties may vary depending on the destination country.

Customers outside the UK are responsible for any customs duties, taxes, import charges or handling fees that may apply.

Contact Us

For delivery questions, contact us at:

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