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Returns & Refunds

RETURNS AND REFUND POLICY - THE MOSS NO QUIBBLE GUARANTEE

28 Day Guarantee - We know you will love our products and we want you to be happy with your purchase, but understand that there may be reasons why you want to return an item so you can return any item within 28 days of despatch for a refund under our Guarantee. Returns are FREE in the UK if you use Collect+ to return items or return to store.

14 Day Guarantee – The only exception to our 28 Day Guarantee is when you purchase items in our SALE or from our OUTLET. After all, they are the same product and quality as you would expect from us, just that we need to make space for the new season lines and to ensure a speedier turn around.

How long does it take for a return to be processed?

We aim to process a return within 24 hours of receipt and once it has been processed we will send confirmation. Please allow 5-7 working days to receive your refund on to your payment card or account.

How do I return a parcel?

The goods are your responsibility until they reach our warehouse so please ensure the packaging is secure. All goods will be inspected on return and any item in unsuitable condition will be sent back to you. We advise you make sure you are happy with the fit of your suit before removing any brand labels from the garment, please note Hats are excluded from our 28 day refund policy.

Ways of returning your items in Mainland UK: Using Collect+

If you do not have a Collect + returns label in your order then Click Here to download a returns label. Collect+ have over 4,000 stores in the UK located in neighbourhood stores open early to late, 7 days per week. Click here for more details on how this works

Post Office Returns

Use your local Post office to return items back to us at your cost but ensuring you opt for the extra compensation to ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss cannot be held responsible for any returns parcels lost in the post therefore keep your receipt as proof of postage.

The Returns address is:

Moss Bros Group Plc, Moss Bros Group Plc Returns
Unit B,
Circular 13,
Gascoigne Road
,
Barking,
IG11 7HP

Tel: 0870 950 7654
Monday to Friday, 9am to 5pm

Contact us

Returns to a Moss Store

You can return your online order at selected Moss stores (excluding factory outlet and Eire stores), please check our store locator for details. Please note you cannot return or exchange orders that have been purchased using PayPal, these orders must be returned either by collect+ or posted to our warehouse address.

International or non UK Mainland Returns

To return your parcel to us, you can use your local postal service requesting the standard delivery service, but ensuring you opt for the extra compensation where possible - this will ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage.

The Returns address is:

Moss Bros Group Plc, Moss Bros Group Plc Returns
Unit B,
Circular 13,
Gascoigne Road
,
Barking,
IG11 7HP

Tel: 0870 950 7654
Monday to Friday, 9am to 5pm

Contact us

How much will it cost to return an item(s)?

We offer a FREE returns service so all returns where ever possible should be sent via Collect+ (UK only) or returned to store. Returns sent via The Post Office are payable by customers and the price is dependent upon the weight of the items.


How long do I have to return an item?

You have 28 days to return an item from date of despatch

(excluding items in our SALE or from our OUTLET)


What happens if I receive a faulty item?

If you receive an item that is faulty then send it back to us and we will process a full refund including the original delivery charge. Faulty items are checked on receipt and validated.


What happens if I receive the wrong item?

If you receive the wrong item then send it back to us and we will refund you or send you the correct item assuming we still have the product and size in stock.


The image looks different to the product I received.

All the images on our website are as accurate as possible to the products. However, due to the differences in screens and systems used by our customers, colours and shades may not be 'exact' to the true product. Please see our Terms and Conditions.


What happens if an item is missing from my parcel?

Sometimes an item can be missing from your parcel but all our parcels are checked before they leave us. If an item is missing then get in contact with our Customer Services Team using our contact form or call 0870 950 7654. We will then investigate which may take us a few days and if necessary arrange for the item to be resent.


What happens if an item has been altered or personalised?

Unfortunately we cannot Refund/Exchange altered or personalized items. We advise that you are truly happy with product before any alterations are made.


Why can't I return my Hat?

Due to hygiene reasons, we cannot accept returns or refunds on Hats purchased online.


Why can't I return Underwear?

Due to hygiene reasons, we cannot accept returns or refunds on Underwear purchased online.


UK Exchanges

We recommend that you place a new order for the item(s) you are looking to exchange, This is due to stock availability being limited as products in your size may not be available by the time your item is received back to us which can then cause customer dissatisfaction.


International Exchanges

We do accept returns from International customers but are unable to accept exchanges. Return costs are payable by the customer subject to local returns legislation.


Returning Store Purchased Items

If you need to return an item bought from a Moss Bros Group Plc high street store, please return it to that store and they will be happy to assist. If this is a problem, please call us on 0870 950 7654 for advice.

 

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