Returns & refunds

Changed your mind?

That's completely fine. 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 Once your return arrives back with us, we'll inspect it and process your refund within 14 days. Return postage is yours to cover for a change-of-mind return. If the item is faulty, damaged, or we sent the wrong thing, postage is on us. Refunds go back the way you paid.

We offer refunds only at the moment — we're not able to do exchanges.

Keeping things lovely

Please return items in their original packaging where possible — it helps us get your refund processed quickly and keeps everything protected in transit.

Feel free to look your items over as you would in a shop. If something comes back to us used, or without its original packaging, this may reduce the amount we're able to refund, reflecting the reduced value of the item — we'll always let you know before finalising anything.

A few things we can't take back

We're not able to accept change-of-mind returns on:

Pierced jewellery and earrings, once the hygiene seal has been broken Made-to-order or personalised items

If any of these arrive faulty or damaged, that's different. Just email us and we'll sort it.