Returns & Refunds


If you have a question about moss.co.uk, the answer may be here. If you cannot find the information you’re looking for though, contact us and we’ll do our best to help.

Buy now, return after Christmas with our extended returns policy.

Orders placed from 1st November 2018 can be returned up until 22nd January 2019.

It can take 5 working days to receive and process a return. Once we have processed your return we will send you an automated email confirming this. Please then allow up to 14 days for the refund to appear back onto your payment card or into your account.

If you return your purchase by post or courier after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full. If your purchase needs to be returned to you, you will be charged the delivery fee applicable to the products and your location.

Due to hygiene reasons Top Hats, Hats and Underwear are excluded from our Returns Policy and cannot be Returned or their purchase Refunded.

Gift Cards are non-returnable and non-refundable.

Returns from the US are FREE using our Returns Portal. Follow the steps & print out your returns label. Then take your parcel to your local post office - we recommend you obtain a proof of postage receipt as Moss Bros. cannot be held responsible for any returned parcels lost in the post. Moss Bros. will cover the cost of returns sent using the Returns Portal. Parcels will be consolidated Stateside, and forwarded on to our Distribution Centre in the United Kingdom.

Return your parcel
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If you receive an item that is faulty, please send it back to us and we will process a full refund (including the original delivery charge if applicable). Faulty items are checked on receipt and validated.

If you receive the wrong item, please send it back to us and we will refund you or send you the correct item if we still have the product and size in stock.

All the images on our website are as accurate as possible to the products. However, due to the differences in screens and systems used by our customers, colours and shades may not be 'exact' to the true product. Please see our Terms and Conditions .

If an item is missing, please get in contact with our Customer Services Team using our contact form or call +44 333 3206677. We will then investigate which may take us a few days and if necessary arrange for the item to be resent.

Unfortunately we cannot Refund/Exchange altered or personalised items. Please ensure that you are truly happy with any product before any alterations are made.

If your original order was part of a Multibuy or contained a promotional discount code then this will be taken into account and the refund price of individual items may differ from the original selling price.

Items purchased via gift card can only be refunded back onto a gift card. The refund will be processed onto a new gift card which will be posted to you. Any refund over and above the original gift card value will be refunded to the payment card used.

Orders purchased using Login and Pay with Amazon or Paypal can only be returned via Hermes Parcel Return or posted to our warehouse address (we recommend that you opt for extra compensation to ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss Bros. cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage).

Orders purchased from our Amazon store can only be returned via Hermes Parcel Return or posted to our warehouse address (we recommend that you opt for extra compensation to ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss Bros. cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage).

We want you to be totally happy with your purchase so if you change your mind we are happy to refund any items bought at Moss Bros. that you are not completely satisfied with. These can be returned within 30 days from the date of receipt if they are unworn, unaltered and in their original packaging.

30 Day Guarantee - You can return any qualifying item within 30 days of receipt for a refund.