Ways to return your items – UK customers
If you need to return any items that were bought online, you have 14 days after receipt of your order to notify us.
1. Return to your nearest Moss store for FREE
The easiest and most convenient way to return is to visit your nearest Moss store within 14 days of receipt of your order. If something isn’t right, our tailoring experts will help you find the correct style, fit and size. They can also arrange for tailoring alterations to ensure the perfect fit for you. If you are returning your items for a refund, they can process that right away.
Find your nearest store here
2. Return via Royal Mail or Collect+
Please visit our returns portal at https://returns.moss.co.uk within 14 days of receipt of your order and follow the instructions. You can either print a pre-paid courier label at home or have a barcode sent to your phone so that a pre-paid label can be printed for you in your nearest Post Office or Collect+ store.
Search for your nearest Post Office
Search for your nearest Collect+ store
After you have requested a return or exchange in the returns portal, you have a further 14 days to return the goods to us.
Return Courier Cost
If you choose to return any of your items for a refund using a pre-paid courier label, you will be charged a fee of £2.99 towards the cost of the courier. This fee will be deducted from any refund amount due. We will not charge a courier fee in the case of an item being returned for an exchange to a different size. There are no fees to return unwanted items to Moss stores nationwide.
Responsibility for Returned Items
Returned items are your responsibility until they reach our stores or warehouse so please ensure the packaging is secure. Please make sure you are happy with all items before removing any labels as we can not accept returns if labels have been removed or where the items have clearly been worn. All items will be inspected on return and any in unsuitable condition will be returned to you.
Returning your item to a store – UK customers
The easiest and most convenient way to return is to visit your nearest Moss store. If something isn’t right, our tailoring experts will help you find the correct style, fit and size. They can also arrange for tailoring alterations to ensure the perfect fit for you. If you are returning your items for a refund, they can process that right away and there are no fees to return unwanted items to a Moss store.
Unfortunately, we can not accept returns at our Elys Wimbledon, Pearsons Enfield or Camp Hopson, Newbury concession stores.
Find your nearest store here.
How do I exchange an item for a different size?
If you need to exchange your items for a different size, please notify us within 14 days of receipt of your order. You have a couple of options:
1. Exchange at your nearest Moss store
The easiest and most convenient way to exchange is to visit your nearest Moss store. Our tailoring experts will help you find the right size.
Find your nearest store here.
2. Exchange by courier
You can return your items by Royal Mail or Collect+ and arrange for a different size to be sent out to you. Go to https://returns.moss.co.uk to reserve your item in the right size and follow the instructions to return your unwanted item. We can only offer this service for UK customers.
How do I return items from the USA
Returns from the USA are FREE using our Returns Portal. You'll need to enter your email address and order number and then follow the steps. We will cover the cost of returns sent using the Returns Portal.
How do I return items from the Republic of Ireland?
Returns from Ireland 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 we 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 forwarded on to our Distribution Centre in the United Kingdom. Return your parcel
How long does it take for a refund to be processed?
If you return your items to one of our stores, your refund can be processed there and then.
If you return your items using Collect+ or Royal Mail, it can take up to 7 days to receive them back to our processing centre. It can take up to a further 7 days to inspect and process your return. We will send you an email to confirm when we have done this and have processed any applicable refund. It can then take up to 7 days for the refund to appear back onto your payment card or into your account, depending on your bank or payment provider. Therefore, please allow up to 3 weeks after returning your items to receive any applicable refund.
If you choose to return any of your items for a refund using a pre-paid courier label, you will be charged a fee of £2.99 towards the cost of the courier. This fee will be deducted from any refund amount due. We will not charge a courier fee in the case of an item being returned for an exchange to a different size. There are no fees to return unwanted items to a Moss store.
Returning outside the returns period
If you return items after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund. If your purchase needs to be returned to you, you will be charged the delivery fee applicable to the products and your location.
Products that CANNOT be returned – Face Masks, Hats, Underwear and Gift Cards
Due to hygiene reasons Face Masks, 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.
Altered or personalised items
Unfortunately we cannot refund or exchange altered or personalised items. Please ensure that you are truly happy with any product before any alterations are made.
What if I want to return something that was part of a multi-buy or I used a promotional discount code?
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.
Returning items bought in one of our stores
If you wish to return any items that were bought in one of our stores, you will need to return them to a store. Please do not post or return items using a courier as we will not be able to process a refund. This also applies to items that were ordered in one of our stores for home delivery.
