Returns & Refunds

The short version ★

You've got 14 days from delivery to tell us you've changed your mind, then 14 more to pop it back. Faulty or wrong? We'll always make it right, postage on us.

Changed your mind?

That's completely fine. Under the Consumer Contracts Regulations you have 14 days from the day your order arrives to tell us you'd like to return it — no reason needed. Once you've told us, you have another 14 days to send it back.

To start a return, just email enquiries@themossandmuse.co.uk with your order number and we'll take it from there.

Your refund

We refund within 14 days of your parcel arriving back with us (or of you showing us proof of postage, if that's sooner).
If you return the whole order, we also refund the standard delivery you paid. Upgrades (like Tracked 24) are refunded at the standard rate.
Return postage is yours to cover — unless the item is faulty or we sent the wrong thing, in which case it's on us.
Refunds go back the way you paid.

Keeping things lovely

Feel free to look your items over as you would in a shop — but they'll need to come back unused, with any seals or packaging intact, so the next maker can love them too. If something comes back worn or used, we may have to reduce the refund.

The exceptions

Personalised or custom-made items (unless faulty).
Items with a hygiene seal, once the seal is broken.

Faulty or wrong items

If anything arrives damaged, faulty, or simply isn't what you ordered, tell us within 30 days for a full refund or replacement — your choice, and we cover the return postage. A quick photo of the problem speeds everything up. Your rights under the Consumer Rights Act 2015 aren't affected by anything on this page.

How to reach us

Email enquiries@themossandmuse.co.uk with your order number and we'll reply within a working day or two. Returns go to: GR Art & Design Ltd, [return address].