Returns & Refunds

Making a MYSTIC MOODS return is easy via our Returns Portal.

All returns are paid for by the customer. We do not offer free returns.

Rest of the World - Paid Returns via DHL or your own method.

Our Return Portal can be accessed HERE.

Returns are accepted within our policy timeframe ; return shipping costs are covered by the customer.

Log in to your account:

In the Order Number field, enter your Order Number, and then click Continue.
In the Email or Phone field, enter your Email or Phone Number, and then click Continue.
From here you will be able to see your order details and select the item that you wish to return back to us. If your order has more than one item, then select the items that you want to return and press the Return button.
Select a return reason and add a note for the store. Click Request return.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions. After the product is returned, you receive a refund.

If you are in the UK and we provide you with a return label, please print and attach the entire label that we emailed to you to your parcel and return. Please retain the receipt as this might contain the tracking reference that lets you monitor your return’s progress. We’ll need this if you contact us.

If you are anywhere outside the UK (in Northern Ireland, the EU, the USA, or the rest of world), you must arrange and pay for your own return using a tracked service. Please retain the receipt you receive from your carrier as this might contain the tracking reference that lets you monitor your return’s progress.

Returns Policy for Countries Outside the UK;

We do not cover the cost of returns for orders sent outside the UK. It is your responsibility to pay for all postage and any applicable duties when returning a product to us.

Once we receive your returned item, we will process your refund within 14 days, provided that:

• The product is returned in its original condition.

• All original packaging and accessories are included.

We recommend using a tracked shipping service to ensure your return reaches us safely.

Any customs, handling or import charges paid on the original order are non-refundable by us. For international returns, please mark the shipment “Returned Goods” to help avoid repeat import charges.

Contact Us;

To return a product without using our return portal, email us at returns@mysticmoods.co.uk with the relevant order number and reason for return. The order number must be quoted on all returns. Once we have acknowledged your intention to return a product, we will provide you with details on where the products have to be shipped.

All returns must be sent via a tracked service and paid for by the customer.

Use a tracked/insured service and keep your receipt; the parcel remains your responsibility until delivered and recorded as received by us. Our returns address is issued via the portal or email authorisation; do not send returns without approval, as they may be delayed or refused.

Our Returns Window;

All Mystic Moods products must be returned in their original condition within 14 days of receipt with all tags attached and where applicable in their branded packaging.

We are not able to issue refunds or exchanges for items that have clear signs of wear, are without their original tags, or have been returned outside the 14-day returns window.

All returned products are refunded within 10 days of receiving the product(s) back. Refunds will be credited to your original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund.

We will not reimburse you for any delivery, customs charges or other costs incurred in returning the goods to us.

Under the UK Consumer Contracts Regulations (CCR), you have 14 days from the day after delivery to tell us you’re cancelling, and a further 14 days to send items back. If you cancel under CCR, we’ll refund the product price and the cost of our standard outbound delivery (if charged). Enhanced/express delivery is not refunded. Return postage remains the responsibility of the customer.

We may deduct any loss in value resulting from unnecessary handling beyond what is needed to establish the nature, characteristics and functioning of the goods.

Return Conditions;

All returns must be unworn and in the same condition they were in at the time of purchase.

Products must have all tags intact and be in their original packaging.

Products must have visible the “Not Refundable if Removed” tag.

For health/hygiene reasons, earrings, hair accessories, undergarments, face/skin-contact items and any sealed goods are non-returnable once unsealed, unless faulty.

Returns Exceptions;

We are not able to accept returns for bespoke and custom orders unless the products have a manufacturing fault or defect.

We do not issue refunds for products which have clear signs of wear, have been returned outside the return window, or are without their original tags. We will ask that you arrange delivery of the order back to your address at your own cost if such return is attempted.

We are not able to accept returns for Gift Cards.

Made-to-Order items are treated as custom/personalised and are non-returnable unless faulty.

Where a rejected/unauthorised return is not collected within 14 days of our notice, we may donate or responsibly dispose of the item.

Order Modification and Exchanges;

We do not offer exchanges and cannot modify orders.

We cannot cancel an order that has already been sent, but you can make a return that complies with our return policy, and once the return is accepted, make a separate purchase for the new item.

Damages and Issues;

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or incorrect.

For faulty or mis-described goods, we’ll arrange a repair, replacement or refund in line with the Consumer Rights Act 2015.

European Union 14 Day Cooling Off Period;

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt. Return costs remain the responsibility of the customer.

Refunds;

We will notify you once we’ve received and inspected your return. If approved, your refund will be processed to your original payment method within 10 business days.

Refunds cover the product price and (where CCR cancellation applies) the standard outbound delivery charge only. Express delivery, gift-wrap, customs/import fees and return postage are not refunded.

GDPR;

Return-related personal data is processed solely for handling refunds and returns, in accordance with our Privacy Policy.

Returns & Refunds Policy (Compliant with the UK Consumer Contracts Regulations 2013)

Returns & Refunds

Making a MYSTIC MOODS return is easy via our Returns Portal.

All returns are paid for by the customer. We do not offer free returns.

Rest of the World - Paid Returns via DHL or your own method.

Our Return Portal can be accessed HERE.

Returns are accepted within our policy timeframe ; return shipping costs are covered by the customer.

Log in to your account:

In the Order Number field, enter your Order Number, and then click Continue.

In the Email or Phone field, enter your Email or Phone Number, and then click Continue.

From here you will be able to see your order details and select the item that you wish to return back to us. If your order has more than one item, then select the items that you want to return and press the Return button.

Select a return reason and add a note for the store. Click Request return.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions. After the product is returned, you receive a refund.

Returns Policy for Countries Outside the UK;

We do not cover the cost of returns for orders sent outside the UK. It is your responsibility to pay for all postage and any applicable duties when returning a product to us.

Once we receive your returned item, we will process your refund within 14 days, provided that:

• The product is returned in its original condition.

• All original packaging and accessories are included.

We recommend using a tracked shipping service to ensure your return reaches us safely.

Any customs, handling or import charges paid on the original order are non-refundable by us. For international returns, please mark the shipment “Returned Goods” to help avoid repeat import charges.

Contact Us;

All returns must be sent via a tracked service and paid for by the customer.

Use a tracked/insured service and keep your receipt; the parcel remains your responsibility until delivered and recorded as received by us. Our returns address is issued via the portal or email authorisation; do not send returns without approval, as they may be delayed or refused.

Our Returns Window;

All Mystic Moods products must be returned in their original condition within 14 days of receipt with all tags attached and where applicable in their branded packaging.

We are not able to issue refunds or exchanges for items that have clear signs of wear, are without their original tags, or have been returned outside the 14-day returns window.

All returned products are refunded within 10 days of receiving the product(s) back. Refunds will be credited to your original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund.

We will not reimburse you for any delivery, customs charges or other costs incurred in returning the goods to us.

We may deduct any loss in value resulting from unnecessary handling beyond what is needed to establish the nature, characteristics and functioning of the goods.

Return Conditions;

All returns must be unworn and in the same condition they were in at the time of purchase.

Products must have all tags intact and be in their original packaging.

Products must have visible the “Not Refundable if Removed” tag.

For health/hygiene reasons, earrings, hair accessories, undergarments, face/skin-contact items and any sealed goods are non-returnable once unsealed, unless faulty.

Returns Exceptions;

We are not able to accept returns for bespoke and custom orders unless the products have a manufacturing fault or defect.

We do not issue refunds for products which have clear signs of wear, have been returned outside the return window, or are without their original tags. We will ask that you arrange delivery of the order back to your address at your own cost if such return is attempted.

We are not able to accept returns for Gift Cards.

Made-to-Order items are treated as custom/personalised and are non-returnable unless faulty.

Where a rejected/unauthorised return is not collected within 14 days of our notice, we may donate or responsibly dispose of the item.

Order Modification and Exchanges;

We do not offer exchanges and cannot modify orders.

We cannot cancel an order that has already been sent, but you can make a return that complies with our return policy, and once the return is accepted, make a separate purchase for the new item.

Damages and Issues;

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or incorrect.

For faulty or mis-described goods, we’ll arrange a repair, replacement or refund in line with the Consumer Rights Act 2015.

European Union 14 Day Cooling Off Period;

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt. Return costs remain the responsibility of the customer.

Refunds;

We will notify you once we’ve received and inspected your return. If approved, your refund will be processed to your original payment method within 10 business days.

Refunds cover the product price and (where CCR cancellation applies) the standard outbound delivery charge only. Express delivery, gift-wrap, customs/import fees and return postage are not refunded.

GDPR;

Return-related personal data is processed solely for handling refunds and returns, in accordance with our Privacy Policy.

Returns & Refunds Policy (Compliant with the UK Consumer Contracts Regulations 2013)