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.

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 9am - 6pm, Saturday and Sunday 10am – 4pm GMT.

If you are a Global E customer please email us at international@mossbros.co.uk

UK customers can visit the Hermes Parcel Return website here to download and print your returns label.

  • enter your email address or parcel barcode to locate the parcel you wish to return
  • select whether you’d like your parcel collected or if you wish to drop it to a Parcelshop
  • print off your label and affix it to your parcel

You need to return goods to the appropriate address within 30 days of receipt.

Items in our SALE or from our OUTLET must be returned within 14 days of receipt. They’re the same product and quality as you would expect from us, we just need to make space for the new season lines and to ensure a speedier turn around.

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 Hermes Parcel Return method.

You have a legal obligation to take reasonable care of the Goods whilst they are in your possession. 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 0333 3206677 for advice.

Yes, our High Street stores (including some factory outlet and Eire stores) can accept returns that you’ve ordered online or over the telephone. The store locator gives further details on store locations.

Please note you cannot return or exchange orders to a Moss Bros. store that have been purchased using PayPal, Login and Pay with Amazon, or purchased from our Amazon store. These orders must be returned either by Hermes Parcel Return or posted to our warehouse address.

For UK Mainland on our standard delivery service, your order will be sent to you within 4-5 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 14 working days.

For international shipping rates and times please see, Delivery Information

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

  • Visa
  • Visa Debit
  • MasterCard
  • Maestro
  • PayPal
  • Amazon
  • Trustly - (Denmark/Sweden)
  • Ideal - (Netherlands)

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.

We regularly feature special online exclusive offers and promotions on this site. Sign up for our newsletter in the footer to be the first to find out about our latest offers.

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 0333 3206677 Monday to Friday, 9am to 6pm, and we’ll do our best to help.

UK Mainland Standard Delivery is FREE when you spend over £50 or otherwise £3.95 and is also FREE if you chose our click and collect service to a Moss High Street store (including some factory outlets but excluding Eire).

For UK Mainland we offer a Standard Next Working Day Service for £8.00. Order by 5pm Monday to Thursday for delivery the next working day. Next Day orders received after 5pm Thursday and before 1pm Sunday will be delivered Monday.

UK Mainland Next Working Day Before Noon Service for £9.00, when you order by 5pm Monday to Thursday.

Stated Day Delivery up to 10 days ahead for £9.00

Saturday delivery costs £9.00 if you place your order before 5pm on Friday.

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

Yes! Moss Bros Gift Cards can be brought AND redeemed on-line and In-store.

Our Moss Bespoke Experience vouchers are also available for purchase online.

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 we’re sorry but we won’t be able to change any details for you - it’s already being processed.

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 0333 3206677, Monday to Friday, 9am to 6pm, 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.

We offer a Mainland UK Saturday Service for £9.00. You will need to place your order by 5pm Friday for delivery the following Saturday.

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.

Yes, we offer a FREE Click and Collect service to our High Street stores (including some 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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