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Our refund and return policy
For all the details of how we deal with returns and refunds, please see our full Terms of Service.
We summarise the main points for you below.
CANCELLING YOUR SUBSCRIPTION WITH US
Cancellation within the Cooling-off Period
If you register for a membership, you may change your mind for any or no reason and receive a refund of the full
amount you paid within fourteen (14) days starting from the day you received a membership confirmation email
from us (the “Cooling-off Period”) in accordance with the following:
If you have requested that the services start immediately (as most of our customers do), and you begin using
our services at once (by adding products to your Wardrobe- see our FAQ for more information), then Moss Box
may charge you for the days you have had access to our service during the Cooling-off Period.
If you have requested that the services start immediately (as most of our customers do), and you add 6
number of items to your Wardrobe, which then triggers the processing of a delivery, then you have fully used
your membership privileges for the month and the Cooling-off Period will automatically end. As a result, you
will not be entitled to a full refund of the monthly fee.
If it has been over fourteen (14) days starting from the day you received a membership confirmation email
from us (this includes any Free Trial), you will not be entitled to a full refund of the monthly fee.
Where you have bought a gift membership, you have fourteen (14) days after the day we email you to confirm we
accept your gift membership purchase to change your mind. However, once we have completed the services, which
will occur when the recipient of the gift membership has redeemed the gift membership code, you cannot change
your mind, even if the fourteen (14) day period is still running. For more information about gift membership,
Cancellation after the Cooling-off Period
You can also cancel your membership at any time after the Cooling-off Period.
To cancel your subscription with us, go to the link in your Welcome email or contact customer service at
firstname.lastname@example.org or phone our customer service
line on 0800 048 8204. We will then confirm via
email that your membership will end at the end of the month and you will not be charged on the next scheduled
membership payment date. You will not be entitled to a refund of the current month’s fee. You may continue to
use the garments in your possession until the end of that month’s subscription period, but you may not order any
new garments. You must return all garments in your possession within seven (7) days of the end of your
Where you have redeemed a gift membership, you may cancel your gift membership at any time. If
you cancel your
gift membership, your account will expire at the end of the gift membership term and your account will be
deactivated. After your cancellation request, you’ll be able to continue to use the services for the remainder
of your gift membership term. When the gift membership term expires, your cancellation will take effect and you
will no longer be able to use the Services.
Please note you may have other rights to cancel your subscription in addition to those above, please see here for further details.
Any refund will be credited to the payment card account used to make the purchase within fourteen (14) days of
receiving your request to cancel the service. Please note that it may take up to 5 working days for your bank
to credit your account. We are not liable and cannot take responsibility for any bank charges that you may
incur during the refund process.
For more information regarding refunds, please see here.
RETURNS OF PRODUCTS YOU HAVE RENTED FROM US
or all products that are rented to you by us, the cost of the postage and returns is included as part of your
membership. However, you may elect to use our Dart service for an extra fast delivery where a small additional
charge applies, please see here for more
When we send your rented products to you, we will include prepaid postage and packaging to return it to us.
When you are ready to return your rented items, all you have to do is securely package the products you wish
to return in the return packaging, affix any returns label and take the parcel to your local Post Office. We
recommend you request and retain proof of postage.
Please note that while you are allowed to make fair use of the garments you rent, you agree to treat the
garments with great care as if they were borrowed from your close friend. If an item is returned to us damaged
beyond fair wear and tear or in an unrentable condition, we may have to charge you a fee for repairing or
replacing the product.
RETURNS OF PRODUCTS YOU HAVE BOUGHT
Returning your purchased product because you changed your mind
If you change your mind about a product you purchased from us, you have fourteen (14) days starting from the
day you received the product to return the product. We will give you a credit or refund, as long as (1) your
returned product is in its original condition (as supplied to you) and (2) the returned product is placed in
the mail within fourteen (14) days from requesting a return label from customer service.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a
return, we may have to send it back to you and ask you to cover the delivery costs.
If you purchase a garment, then it must be returned to us in the same condition that it was originally
supplied to you.
If an item is returned to us damaged beyond fair wear and tear or in an unsaleable or unrentable condition, we
won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery
costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in
the value of an item.
Returning a damaged product
Moss Box aims to provide premium and quality products. In the unusual event your purchased item is damaged (at
time of receipt), please return them to us with your dispatch note for a full refund.
Purchased Products that cannot be returned
The following products won’t be eligible for credit or refund (unless faulty or not as described):
Products you purchased and received over 14 days ago
Products that are not in the same condition as they were supplied to you
All Product tags (including RFID tags), labels, etc shall be present.
How to return your purchased item
We offer an easy and convenient way to return your items, simply contact customer services at
email@example.com or phone our customer
service line on
0800 048 8204 to request a return
shipping label, securely package the items and drop it off at your local Post Office. We recommend you retain
proof of postage. You will be charged a £3.25 return delivery fee (inclusive of VAT), which will be deducted
from your refund. Please note you cannot use the returns packaging for rented items, if you do, we reserve the
right to charge you.
In the event that the product(s) you have purchased are faulty or misdescribed or if there is an error in
pricing or description, or you are returning an item because you have a legal right to do so as a result of
something we have done wrong, then we will cover the cost of return. In all other circumstances, you must
cover the cost of return.
All returned products must be placed in the mail within fourteen (14) days from the date you requested a
return label from our customer service. We do not accept liability for packages damaged during transit back to
us, please ensure you wrap items adequately to prevent damage.
Once we receive and process your returned item, if eligible, we will refund you (minus any return delivery
fee). Once your refund has been processed you will be notified via email. Any refunds will be credited to the
payment card within fourteen (14) days of receiving your returned product. Please note that it may take up to
5 working days for your bank to credit your account. We are not liable and cannot take responsibility for any
bank charges that you may incur during the refund process.