Moss UK Returns: 14-Day Online Notice, Tailoring and £3.99 Postage
Moss separates its website returns from shop purchases and says customers with qualifying online orders should notify it within 14 days of receipt. A further return period follows that notification under its policy. Items altered or personalised for the customer are treated differently from an unworn off-the-peg garment. See Moss’s UK guidance on online notice, shop returns and the postal fee for the original policy wording.
For an online order, first check the receipt date and begin the official return request within the published window. Eligible items can be taken to a participating Moss store without a routine return fee; its Royal Mail or Collect+ prepaid service carries a £3.99 refund deduction for a standard unwanted-item return. Keep the barcode or QR reference from the portal.
One suit order, two different garments
Moss stores can offer fitting help and may arrange an eligible size exchange, while the policy excludes particular concessions. An item bought in a physical Moss store must be returned through the shop route, not by registering an unrelated website parcel. Tailored trousers and altered jackets need an eligibility check before sending. Moss’s further instructions explain the related conditions.
Where the original purchase was made through Next, follow that retailer’s order and return guidance instead of assuming a brand label identifies the seller.
Suppose you ordered a suit online but had the jacket sleeves altered before deciding that you preferred another colour. Ordinary return conditions for an unworn, unaltered suit cannot be assumed to apply to that jacket. Check with Moss using the actual order and alteration details.
Allowing for warehouse receipt and bank processing
The Moss guidance describes warehouse and card-processing stages that can extend beyond the day the parcel is handed to a carrier. If your refund is late, send the returns team the tracking reference and the original receipt, not only the date you created the label.