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Refund and Returns Policy

We hope you will be happy with your purchase. However if for any reason you are not, please refer to the following.

Delivery

Typically most orders are shipped 3-5 working days. Please note some of our items carry longer lead times so please check the Delivery Information on the product page for more information. There may be occasions when different items are shipped at different times.

All of our delivery dates are estimated and whilst we will always do our very best to get your items to you within the estimated time, sometimes things happen that are beyond our control and we may need a bit more time. On these occasions we will endeavour to contact you with this information but please feel free to contact our customer services team on 0800 002 5916 or email info@mosslanehome.com for confirmation or an update on your delivery date.

Sadly we are not able to send any items overseas. 

Returns

Please check your purchase fully on receipt. Transit damage must be reported within 48 hours of delivery. All items and parts of items must be checked for any damage prior to assembly. If you change your mind for any reason and you wish to return your purchase you must notify us within 30 days in writing by email. Items we don’t normally carry and have to specially order from our supplier may only be returned for store credit or equitable exchange if the item is damaged or defective.

Special Order Items: Items we don’t normally carry and have to specially order from our supplier may only be returned for store credit or equitable exchange if the item is damaged or defective.

Unwanted items must be returned in a fully resalable condition, which includes being in the original, unmarked and undamaged packaging. All products must be returned in their original packaging for a full refund or replacement. Failure to do so may result in a compensation charge for any damages that occur in transit. Items must not have been used or assembled in any way. Moss Lane Home Styling Ltd retains the right to refuse a refund on any item not deemed to be resalable. Returns cannot be accepted once the assembly process has begun.

Please note that we do not offer a free returns service. We do not refund the returns postage cost or the original delivery charge. We do not offer a free collection service. We do not accept responsibility for items lost or damaged in transit back to us. If returning your purchase by mail we recommend that you get proof of postage. You must include your customer order details with the package, as we cannot process a refund without these.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within four weeks.

Items returned must arrive in perfect condition including the packaging, so please ensure that they are packed well. We reserve the right to refuse a refund on any item if the above conditions have not been met. Large items can be collected for a charge. Please call our customer service team to arrange this.

If your purchase is not fit for purpose, is misdescribed, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. We will require you to return the item, as it may be necessary to return it to the manufacturer.

You must check all items and parts of items for damage prior to assembly. Include your customer order details with the package, as we cannot process the returned goods without these. Once received, the items will be checked and a replacement or refund issued within four weeks.

Sale Items

Unfortunately, sale items cannot be refunded.

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