Returns

Our Returns Promise

Not completely happy with your order? You can return items in their original, unworn condition within 30 days of delivery. This goes beyond your legal right to cancel and does not affect your statutory rights.

Your Legal Right to Cancel (14 Days)

Under the UK Consumer Contracts Regulations 2013, you may cancel your order without giving any reason at any time from placing your order until 14 days after the day you receive your goods. To cancel, simply let us know by email at support@houseofmosa.com. You then have a further 14 days to send the items back to us.

How to Return

  1. Email support@houseofmosa.com with your order number and the item(s) you would like to return.
  2. We will send you the return address and instructions.
  3. Send the item(s) back using a tracked service and keep your proof of postage.

Refunds

We refund the price you paid, including any standard delivery charge, to your original payment method within 14 days of receiving the returned items or receiving proof that you have sent them back, whichever is sooner. We may reduce the refund if an item has been handled more than necessary to check its nature, characteristics and fit (for example, worn outside, washed, or with labels removed).

Return Shipping Costs

If you return an item because you changed your mind or it does not fit, you pay the cost of return shipping. If the item is faulty, damaged or not what you ordered, return shipping is free.

Faulty, Damaged or Incorrect Items

If your item is faulty, arrives damaged, or is not the item you ordered, please contact us as soon as possible with your order number, a short description, and photos of the item and its packaging. Under the Consumer Rights Act 2015, you are entitled to a full refund for faulty goods if you reject them within 30 days of delivery, and to a repair, replacement or refund after that. Your statutory rights are not affected by this policy.

Exchanges

We do not offer direct exchanges. Please return the item for a refund and place a new order for the item you would like.

Cancelling Before Dispatch

If you would like to cancel before your order has been dispatched, email us as soon as possible and we will cancel it and refund you in full. If your order has already been dispatched, you can still cancel using the steps above once it arrives.

Contact

Questions about a return? Email us at support@houseofmosa.com.