Refund policy

We really hope that you will be happy with your Mooch order however should you wish to return an item for any reason we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All refunds will be made back to the original payment method.

To start a return, you can contact us at shop@moochcotswolds.co.uk Please note that returns will need to be sent to the following address: Mooch the Cotswolds, Blacksmiths House, High Street, Chipping Campden, Gloucestershire, GL55 6AT. UK

If your return is accepted, we’ll send you instructions to send items to the above address. Items sent back to us without first requesting a return will not be accepted. We always recommend using a 'signed for and tracked' option with insurance when returning any product to us as we cannot offer refunds for any items that fail to reach us. 

You can always contact us for any return question at shop@moochcotswolds.co.uk 

We do not currently offer free returns for website orders and you are responsible for the arrangement and cost of the return shipping and original delivery for any items that you would like to return. We only offer free returns on items which are faulty when they arrive or you receive an incorrect item. In this situation, please contact the store via email at shop@moochcotswolds.co.uk or 01386 645804 within 48 hours of receipt of the order and we will be happy to advise further.

Shipping costs at time of purchase are non refundable and if you receive a refund, the cost of the original shipping will be deducted from your refund.  

All online orders can be returned for free at our Chipping Campden High Street Store. 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can sort the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. All refunds will be made back to the original payment method, if the returned item was a gift then the refund amount can be applied onto a gift card or it is possible to exchange the product for a different item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We are unable to issue any exchanges until we have received your original item back. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@moochcotswolds.co.uk.