If you have a question about moss.co.uk, the answer may be here. If you can’t find the information you’re looking for though, contact us and we’ll do our best to help.
- Can I order from overseas?
- I need to return my purchase – what do I do?
- I need to exchange my purchase – what do I do?
- Can I return my purchase to a store?
- How long will my order take to be delivered?
- How can I pay?
- Are discounts available online?
- What range of sizes can I find online?
- Do you ship to overseas addresses?
- What is the delivery charge?
- Can I use high street gift vouchers to buy goods online?
- I need to change the delivery address of my order – how do I do this?
- My order didn't go through, what can I do?
Q. Can I order from overseas?
A. We’re sorry, but we can only accept orders from and deliver to UK mainland addresses.
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Q. I need to return my purchase – what do I do?
A. We want you to be happy with your order, but we understand that there may be reasons why you want to return items.
There are different return addresses for online / telephone purchases, and items bought from a Moss Bros Group Plc high street store.
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 020 7447 7200 for advice.
Goods ordered online or over the telephone:
Returns department
Moss Bros Group Plc
Unit B, Circular 13
Gascoigne Road
Barking IG11 7HP
Please make sure you have the right address 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 on your invoice by standard post. We will replace faulty or defective goods free of charge, which means we’ll cover the P&P for both the return and the replacement. Returning goods for other reasons is, we’re afraid, done so at your own expense.
Returned goods should be unused and in their original packaging, unless they’re faulty or damaged. The back of your despatch note contains full details on how to return goods.
Top Q. I need to exchange my purchase – what do I do?
A. For online or mail order purchases, contact us at help@mossbros.co.uk or call us on 0870 950 7654 Monday to Friday, 9am to 5pm, to let us know what you want to exchange your order for. We’ll give you a Returns number and ask you to send your original item to this address:
Returns department
Moss Bros Group Plc
Unit B, Circular 13
Gascoigne Road
Barking IG11 7HP
We’ll do our best to despatch your exchanged order as soon as possible after receiving back your original order.
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 020 7447 7200 for advice.
Q. Can I return my purchase to a store?
A. Unfortunately, our stores can’t accept returns that you’ve ordered online or over the telephone. We’ve tried to make our postal returns process as quick and easy as possible, though – see I need to return my purchase – what do I do?
Top Q. How long will my order take to be delivered?
A. Your order will be sent to you within three 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.
If we haven’t despatched 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.
Top Q. How can I pay?
A. You can pay with any of the following valid debit and credit cards:
- Visa
- Visa Debit
- MasterCard
- Maestro
You’ll need to give us the same UK billing address for the card as is held by the credit or debit card company. We process your payment at the time you place your order.
Top Q. Are discounts available online?
A. In-store discounts are not available online, however we do feature special online offers and promotions at moss.co.uk from time to time. We hope you’ll take full advantage of them when they come up.
Top Q. What range of sizes can I find online?
A. 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 email us at help@mossbros.co.uk or call us on 0870 950 7654 Monday to Friday, 9am to 5pm, and we’ll do our best to help.
Top Q. Do you ship to overseas addresses?
A. We don’t, unfortunately. We’re only able to take orders from and deliver to UK mainland addresses.
Top Q. What is the delivery charge?
A. We offer a 3-day delivery service at £4.95.
For more information about our delivery times, see How long will my order take to be delivered?
Top Q. Can I use high street gift vouchers to buy goods online?
A. 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. We’ll keep you posted if this changes.
Top Q. I need to change the delivery address of my order – how do I do this?
A. 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.
Top Q. My order didn't go through, what can I do?
A. We’re sorry you’re having problems placing your order – we want our website to be trouble-free. Please 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 send us an email at help@mossbros.co.uk, and we’ll pick it up as soon as we get back into the office.
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