Refund policy
Returns & Refunds
At Moss & Muse, we want you to feel confident about your purchase. If something isn’t right, please contact us so we can help.
Change-of-Mind Returns
You may request a change-of-mind return within 30 days of receiving your order.
Items must be unworn, unused, and in their original condition, with any original packaging and tags included. Please provide your order number or another proof of purchase.
For hygiene reasons, earrings are excluded from change-of-mind returns. This exclusion does not affect your rights if an item is faulty, damaged, or incorrectly supplied.
How to Request a Return
Email schoe_louie1965@outlook.com with:
- Your order number.
- The item you would like to return.
- The reason for your request.
- Clear photos if the item arrived damaged, faulty, or incorrect.
We will explain the next steps and provide the appropriate return address. Please contact us before sending anything back; the address on the parcel may not be the correct return address.
Return Shipping
For change-of-mind returns, you are responsible for return shipping costs. Original delivery charges are not refundable for these returns.
We recommend using a tracked service and keeping your postage receipt.
If an item is confirmed to be faulty, damaged, or incorrectly supplied, we will arrange or reimburse reasonable return shipping costs where required by applicable law.
Damaged, Faulty, or Incorrect Items
Please contact us as soon as you notice a problem, with your order details and photos where possible.
We will assess the issue and provide the appropriate repair, replacement, or refund under applicable consumer law. The 30-day change-of-mind period and unused-item requirements do not limit your rights for faulty products.
Refunds
We will notify you after reviewing your return. Approved refunds will be issued to your original payment method within 10 business days of approval. Your bank or payment provider may take additional time to display the funds.
If your original payment method is no longer available, please let us know so we can discuss an appropriate alternative.
Exchanges
If you would prefer a different item, contact us first. We will confirm availability and explain the available options before you return your purchase.
Your Consumer Rights
Nothing in this policy excludes or limits your rights under applicable consumer law, including the Australian Consumer Law where it applies.
For a major product failure, Australian consumers may choose a refund or replacement. For a minor failure, we may provide a repair or another appropriate remedy within a reasonable time. Other statutory rights, including compensation where applicable, remain unaffected.
Contact Us
Email: schoe_louie1965@outlook.com
Phone (AU): +61 418 680 291