Moss & Mac Terms & Conditions

Last updated: 19/06/2026

These Terms & Conditions apply to the use of this website and to any order placed with Moss & Mac.

By placing an order with us, you agree to these Terms & Conditions. Please read them carefully before purchasing.

1. About Moss & Mac

Moss & Mac is a UK-based business selling embroidered caps, hats and related products online.

Business name: Moss & Mac
Email: stuart@mossandmac.com
VAT number: GB 518 2526 93

2. Products

We make every effort to describe and photograph our products accurately. However, colours may appear slightly different depending on your screen, lighting and device settings.

Many of our products are embroidered, finished or prepared in small batches. Slight variations in embroidery placement, thread appearance, fabric texture, colour wash or finish may occur. These small differences are part of the nature of embroidered and garment-based products and do not normally count as faults.

Product availability may change. If an item becomes unavailable after you place an order, we will contact you and offer either a suitable alternative, a delay until restock, or a refund.

3. Orders

When you place an order, you are making an offer to buy the products in your basket. Your order is only accepted once we confirm it by email.

Please check your order details carefully before completing checkout, including product, colour, size, quantity, delivery address and any personalised details.

If you notice a mistake after placing your order, contact us as soon as possible at [insert email]. We will try to help, but we may not be able to change or cancel an order once it has started being processed, embroidered or dispatched.

4. Prices and Payment

All prices are shown in pounds sterling (£).

Prices may include VAT where applicable. Delivery charges, if any, will be shown before you complete checkout.

Payment must be made at the time of order using the payment methods available at checkout.

We may change prices at any time, but price changes will not affect orders that have already been accepted.

5. Personalised, Custom or Made-to-Order Products

Some Moss & Mac products may be personalised, customised, embroidered to order, or made specifically to your request.

For personalised, custom or made-to-order items, please check all wording, spelling, colours and details carefully before placing your order.

Once a personalised, custom or made-to-order item has entered production, we may not be able to cancel, change or refund it unless the item is faulty, damaged, or not as described.

This does not affect your statutory rights.

6. Delivery

We currently deliver to the UK only.

Estimated delivery times are shown at checkout or on our delivery information page. Delivery times are estimates and are not guaranteed unless we specifically state otherwise.

We are not responsible for delays caused by postal services, couriers, customs, incorrect delivery addresses, extreme weather or events outside our reasonable control.

You are responsible for providing a complete and accurate delivery address. If an order is returned to us because the address was incorrect or incomplete, we may ask you to pay the delivery cost again before we resend it.

7. Risk and Ownership

The products become your responsibility once they have been delivered to the address you provided.

Ownership of the products passes to you once we have received full payment.

8. Cancellations and Returns

For most non-personalised online purchases, UK consumers have the right to cancel an order within 14 days of receiving the goods, without giving a reason.

If you wish to cancel an eligible order, you must tell us within 14 days of receiving your order by emailing stuart@mossandmac.com or kate@mossandmac.com. You then have a further 14 days to return the goods to us.

Returned items must be unused, unworn, clean, in resaleable condition and returned with original packaging where possible.

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

We may reduce your refund if the value of the item has been reduced by handling beyond what is necessary to inspect it.

Personalised, custom or made-to-order products cannot usually be cancelled or returned simply because you have changed your mind, unless they are faulty, damaged or not as described.

9. 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 the original payment method.

Where you are entitled to a refund, we will refund the product price and, where required by law, the standard delivery cost. We do not refund extra delivery charges for premium or express delivery unless required by law.

10. Faulty, Damaged or Incorrect Items

Please check your order when it arrives.

If your item is faulty, damaged, incorrect or not as described, contact us as soon as possible at [insert email] with 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 remedy, which may include a replacement, repair, refund or partial refund depending on the circumstances.

Nothing in these Terms & Conditions affects your statutory rights.

11. Product Care

Please follow any care instructions provided with your item.

We are not responsible for damage caused by misuse, incorrect washing, improper storage, normal wear and tear, accidental damage, or failure to follow care instructions.

Embroidered items should be treated with care. Avoid pulling threads, excessive rubbing, harsh washing, tumble drying or direct heat unless the care instructions say otherwise.

12. Discount Codes and Promotions

Discount codes and promotions may be subject to separate terms, expiry dates and exclusions.

Only one discount code may be used per order unless stated otherwise.

We may withdraw, amend or refuse a discount code where we reasonably believe it has been misused or applied incorrectly.

13. Intellectual Property

All Moss & Mac branding, logos, designs, product photography, website content, product names, slogans and written content belong to Moss & Mac or are used with permission.

You may not copy, reproduce, sell, modify or use our designs, branding, images or content without our written permission.

14. User Content and Social Media

If you tag Moss & Mac, send us photos, leave a review, or share content featuring our products, you give us permission to share or repost that content on our website, social media, email marketing or other promotional channels.

We will try to credit you where appropriate. If you would like us to remove your content, please contact us.

15. Website Use

You must not misuse our website, attempt to interfere with its operation, upload harmful code, scrape content, or use the site for unlawful purposes.

We may suspend or restrict access to the website if we reasonably believe it is being misused.

16. Limitation of Liability

We are responsible for losses that are a foreseeable result of our breach of these Terms & Conditions or our negligence.

We are not responsible for business losses, loss of profit, loss of opportunity, indirect losses, or losses caused by events outside our reasonable control.

Nothing in these Terms & Conditions limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

17. Events Outside Our Control

We are not responsible for delays or failures caused by events outside our reasonable control, including postal delays, courier disruption, supply shortages, strikes, extreme weather, technical issues, illness, fire, flood or other unexpected events.

If such an event affects your order, we will contact you as soon as reasonably possible.

18. Changes to These Terms

We may update these Terms & Conditions from time to time.

The Terms & Conditions that apply to your order are the ones available on our website at the time you place your order.

19. Governing Law

These Terms & Conditions are governed by the laws of Scotland.

If you are a consumer, you may also have rights under the laws of the part of the UK where you live.

20. Contact Us

For questions about these Terms & Conditions, orders, returns or products, contact us at:

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