Frequently Asked Questions

Where is my order?

You can track your order either by logging into your account or by clicking the link found in your order dispatch email.

Some orders may be sent in more than one parcel and from different locations and sellers, please allow the full delivery timeframe for all parcels to arrive. Please note deliveries take place Monday to Saturday between 8:00 am to 9:00 pm.

Can I cancel or edit my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately, this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

How do I return?

You have 30 days to send an item back starting from the day you receive it. A returns fee of £3.99 per order will be deducted from your refund.

If you have ordered an item from one of our concessions, please use the label sent with your parcel to send the item back to the seller. If you have ordered multiple items from different sellers then you will need to send each of these back separately to the individual sellers. If there was no label in your parcel, please contact us for the best way to return your items.

For all non-concession items, to start a return simply follow the steps below. If you don’t have a printer, please don’t worry, our portal has printerless options available.

1. Repack your items into their original packaging.

2. Log into our returns portal using your email address and order number.

3. Select your preferred option.

4. Post your return back to us, and make sure you keep or take a picture of your postage receipt (you can delete this once you have received your refund).

We’ll send you an email once we have received your returns followed by another email shortly after to confirm your refund.

The item I want to return doesn't show on the returns portal

If the item you want to return isn’t showing on our portal then this likely means that it’s an item from one of our concessions. You may have received an invoice in your parcel along with returns instructions; this item will need to be returned back to the concession.

If you didn’t receive paperwork in your parcel or no longer have the paperwork from your parcel please head over to our contact us page and the team will be happy to help.

When will I receive my refund?

Once you have posted your return back to us it can take up to 21 days to receive your refund. That’s 14 days for the carrier to return your parcel to us and for our warehouse to process your return and then a further 7 days for the refund to reach your account.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

I received a faulty or incorrect item, what do I do?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition or that is different from what you ordered. Please head over to our contact us page and our team will be happy to help.

To help get this fixed ASAP please include the following information when contacting us:

• Your name

• Order number

• Product name or code (this can be found on your order confirmation email)

• Picture of the fault or video of the fault

Can I exchange an item?

We don't offer an exchange facility on our orders. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

Contact Us

Please include your order number or email address along with a brief description of how we can help when contacting us. Our team is available between 8:00 am - 5:00 pm Monday to Friday, and 10:00 am - 4:00 pm on Saturday. We are closed on Sundays.

You can reach us at contact@most-mood.com.