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Frequently Asked Questions

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.

If you don't see your question answered here, contact us


1

I NEED TO RETURN MY PURCHASE – WHAT DO I DO?

We want you to be happy with your order, but we understand that there may be reasons why you want to return items.

If you are an international customer it would be best to email us using the contact form rather than call our UK customer service centre. It operates Monday - Friday 9 - 5 GMT.

Please make sure you place the Free Post Collect+ Label on your parcel before you send it.

You need to return goods to the appropriate address within 28 days of receipt to the address shown using the Collect+ Free Returns note (Uk Customers Only).

We will replace faulty or defective goods free of charge, which means we’ll cover the delivery for both the return and the replacement if you do not use the Free Collect+ method.

If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item.

We advise you make sure you are happy with the fit of your suit before removing any brand labels from the garment. Once these are removed the suit is not in a fully resaleable condition.

Goods bought from a Moss Bros Group Plc high street store:

Please return the item(s) to the store where you made the purchase or contact us on 0870 950 7654 for advice.


2

I NEED TO EXCHANGE MY PURCHASE – WHAT DO I DO?

Unfortunately we are unable to exchange your order via post. You can however exchange items in any of our High Street Stores excluding Factory Outlets –please check our store locator for details.

We do not exchange online orders as the time it takes to return items and then resend them out means that there is a high chance that the stock is not available. We recommend that you pace a new order for the required items and return the original item using our standard returns procedure.

Goods bought from a Moss Bros Group Plc high street store:

Please return the item(s) to the store where you made the purchase or contact us on 0870 950 7654 for advice.


3

CAN I RETURN MY PURCHASE TO A STORE?

Yes, our High Street stores can accept returns that you’ve ordered online or over the telephone. The only exception is our Factory Outlet stores that are unable to accept online returns. The store locator, gives further details on store locations.


4

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

For UK Mainland on our standard delivery service, your order will be sent to you within 2-3 working days of you placing it. If we think we’ll go over this time, we’ll send you an email to let you know - please make sure we have your up-to-date email address for this reason.

We'll need a signature to confirm delivery, so, if there’s no-one in, a note will be left with the courier's contact details to arrange another time.

If we haven’t dispatched your order within 30 working days of you placing it because the goods are unavailable, we’ll give you a full refund, with our apologies. The money we owe you will be refunded directly to your debit or credit card within the following 28 working days.

For international shipping rates and times please see, Delivery Information


5

HOW CAN I PAY?

You can pay with any of the following valid debit and credit cards:

  • Visa
  • Visa Debit
  • MasterCard
  • Maestro
  • Maestro
  • PayPal

You’ll need to give us the same UK billing address for the card as is held by your credit or debit card company.

We also use the banking verification system that requires your unique password associated with the card used at payment. This securely protects you and us from fraud.

We process your payment at the time you place your order.


6

ARE DISCOUNTS AVAILABLE ONLINE?

In-store discounts are not available online, however we do feature special online exclusive offers and promotions at moss.co.uk from time to time. Sign up for our newsletter to ensure you keep in touch with our latest offers..


7

WHAT RANGE OF SIZES CAN I FIND ONLINE?

Moss offers a selection of brands, each with its own, slightly different, size measurements. We’ve tried to make sizing as easy as possible, however, with our quick-reference size chart and self-measuring guide.

We try to cater for as broad a range of sizes as we can, both online and in our high street stores. If you can’t find the size you’re looking for, please contact us using our contact form or call us on 0870 950 7654 Monday to Friday, 9am to 5pm, and we’ll do our best to help.


8

WHAT IS THE DELIVERY CHARGE?

For UK Mainland we offer a Standard Next Working Day Service for £4.50

UK Mainland Next Working Day Service for £7.00, when you order by 4pm Monday to Thursday and if you require it before 12 noon next day then £10.

Stated Day Delivery up to 10 days ahead for £9.00

Saturday delivery costs £12 if you place your order before 4pm on Friday.

UK Mainland Standard Delivery is free for orders over £75 and is also FREE if you chose our click and collect service to a Moss High Street store (excludes factory outlets and Eire).

For more information about our delivery times and prices including Europe and Select World Destinations, see Delivery Information


9

CAN I USE HIGH STREET GIFT VOUCHERS TO BUY GOODS ONLINE?

No, we’re sorry, at the moment you can’t use vouchers purchased in store at moss.co.uk. They’re not available to buy online either except for our Moss Bespoke Experience vouchers.

We are however working on introducing a new gift card scheme that will be introduced online in 2013. We will keep you posted.


10

I NEED TO CHANGE THE DELIVERY ADDRESS OF MY ORDER – HOW DO I DO THIS?

If you haven’t completed your order yet, you can change or add to your delivery addresses whenever you like. Go to ‘My Account’ – the link is always in the top right-hand corner of your screen. You’ll need to sign in with your email and password. It’s quick and easy from there – just follow the instructions.

If you have already completed your order, however, we’re sorry but we won’t be able to change any details for you - it’s already being processed.


11

MY ORDER DIDN'T GO THROUGH, WHAT CAN I DO?

We’re sorry you’re having problems placing your order – we want our website to be trouble-free. Please contact us using our contact form and explain the problem or call us on 0870 950 7654 Monday to Friday, 9am to 5pm, and we’ll do our best to sort out the problem as quickly as possible.

If you’re having problems outside these hours, can we ask you to contact us, and we’ll pick it up as soon as we get back into the office.


12

DO YOU DELIVER ON SATURDAYS?

We offer a Mainland UK Saturday Service for £12.00. You will need to place your order by 4pm Friday for delivery the following Saturday.


13

DO YOU OFFER A STATED DAY DELIVERY?

We offer a Mainland UK Stated Day Service for £9.00. This allows you to choose your day of delivery up to 10 working days in advance for delivery on a convenient day when you are available.


14

DO YOU OFFER A FREE CLICK AND COLLECT SERVICE?

Yes, we offer a FREE Click and Collect service to our High Street stores (excluding Factory Outlets). This is provided by our own transport so can take a few more days than standard delivery. In most cases this will be within 10 working days of order. We will email you with your despatch details showing when the order will be ready for pick up in your chosen store and the personal ID you will need to bring along with you to claim the order.

 

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