Returns & Refunds


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.

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 product/item before removing any brand labels from the garment

Hermes Parcel Return Service – FREE

Visit the Hermes Parcel Return website here to download and print your returns label.

  • select whether you’d like your parcel collected or if you wish to drop it to a Parcelshop
  • complete the required information
  • print off your label and affix it to your parcel
Return your parcel

Return via Post Office

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

Our Returns address is:

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

Tel:0333 3206677
Monday to Friday, 9am to 6pm (UK time)
Saturday, Sunday, 10am to 4pm (UK time)

Contact Us

You can return your online order at selected Moss Bros. stores (excluding some factory outlet and Eire stores), please check our store locator for details. 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 off our UK Amazon store. These orders must be returned either by Hermes Parcel Return or posted to our warehouse address (we recommend that you opt for extra compensation to ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss Bros. cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage).

Our carrier may take up to 3 days to return your parcel to us.
We aim to process a return within 48 hours of receiving it back at our DC.
Once we’ve processed your return we’ll send you an automated email confirming this.
Once you’ve received this email, please allow up to 14 working days for the refund to appear back on to your payment card or into your account.

If you return your purchase by post or courier after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full. If your purchase needs to be returned to you, you will be charged the delivery fee applicable to the products and your location.

Due to hygiene reasons Top Hats, Hats and Underwear are excluded from our Returns Policy and cannot be Returned or their purchase Refunded.

Gift Cards are non-returnable and non-refundable.

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

Our Returns address is:

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

Tel: 0333 3206677
Monday to Friday, 9am to 6pm (UK time)
Saturday, Sunday, 10am to 4pm (UK time)

Contact us

Returns from the US are FREE using our Returns Portal. Follow the steps & print out your returns label. Then take your parcel to your local post office - we recommend you obtain a proof of postage receipt as Moss Bros. cannot be held responsible for any returned parcels lost in the post. Moss Bros. will cover the cost of returns sent using the Returns Portal. Parcels will be consolidated Stateside, and forwarded on to our Distribution Centre in the United Kingdom.

Return your parcel
Contact us

To return your parcel to us you will need to have pre-purchased a Returns Label at the time of placing your order, or you can return at your cost via the Post Office.

Customers in Germany can visit the Hermes website and use the PaketShop finden to find your local Parcelshop where you can drop off your Return parcel, or you can opt to have a courier collect it from your address.

Customers in Austria can visit the Hermes website and use the PaketShop Suche to find your local Parcelshop where you can drop off your Return parcel.

Contact us

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

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

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 .

If an item is missing, please get in contact with our Customer Services Team using our contact form or call +44 333 3206677. We will then investigate which may take us a few days and if necessary arrange for the item to be resent.

Unfortunately we cannot Refund/Exchange altered or personalised items. Please ensure that you are truly happy with any product before any alterations are made.

If your original order was part of a Multibuy or contained a promotional discount code then this will be taken into account and the refund price of individual items may differ from the original selling price.

Unfortunately we are unable to exchange items for UK or International orders as stock moves very quickly and we may not have your desired exchange item still in stock at the point of receiving your return. If you require an alternate size, colour or would like a different product please place a new order for these item(s)

We’ll be happy to help in any of our high street stores. Please note however, that returns must be made to the same type of shop the items were purchased from:

for example – items purchase from an Outlet store can only be returned at the same or another Outlet store.

Contact us

Items purchased via gift card can only be refunded back onto a gift card. The refund will be processed onto a new gift card which will be posted to you. Any refund over and above the original gift card value will be refunded to the payment card used.

Orders purchased using Login and Pay with Amazon or Paypal can only be returned via Hermes Parcel Return or posted to our warehouse address (we recommend that you opt for extra compensation to ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss Bros. cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage).

Orders purchased from our Amazon store can only be returned via Hermes Parcel Return or posted to our warehouse address (we recommend that you opt for extra compensation to ensure you are adequately covered in the unlikely event of your parcel going missing in transit. Moss Bros. cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage).

We want you to be totally happy with your purchase so if you change your mind we are happy to refund any items bought at Moss Bros. that you are not completely satisfied with. These can be returned within 30 days from the date of receipt if they are unworn, unaltered and in their original packaging.

30 Day Guarantee - You can return any qualifying item within 30 days of receipt for a refund.