Returns & Refunds

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

UK- Free Returns

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

Our Return Portal can be accessed HERE.

UK returns are usually free via a prepaid label. In certain cases (e.g., oversized/heavy items, repeated or multi-parcel returns, promotional items, or where a prepaid label cannot be generated), you may be asked to pay return postage. If no label is provided, please use a tracked service of your choice and keep proof of postage.

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) where a prepaid return is not provided, please choose your own method; Please retain the receipt you receive from your carrier as this might contain the tracking reference that lets you monitor your return’s progress. We’ll need this if you contact us.

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 emails 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. For non-UK orders all returns must be sent via a tracked service and paid for by the customer as we do not provide free returns.

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 Windows;

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, or are without their original tags, or have been returned outside the 14 days returns window.

All returned products are refunded within 10 days of receiving the product/ 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 too. We will not reimburse you for any delivery, custom charges or other costs that incur in returning the goods to us or if the product/product’s received back shows clear signs of wear.

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 is your responsibility unless we provide a prepaid UK label.

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 (s) must be have all tags intact and in their original packaging.

Products (s) 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 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 will not be held liable for this items while they are stored at our warehouse.

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 if you receive the wrong item, so that we can evaluate the issue and make it right.

For faulty or mis-described goods, we’ll arrange a repair, replacement or refund in line with the Consumer Rights Act 2015. Please email photos and your order number so we can assist quickly.

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 of receipt to request a return, 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.

You may cancel by email or by using the following model text:

“I hereby give notice that I cancel my contract of sale of the following goods: [details], ordered on [date] / received on [date], Name, Address, Date.”

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 email us at customercare@mysticmoods.co.uk.

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. Refunds are made in GBP to the original payment method; your bank or card provider controls FX rates and fees.

GDPR;

Return-related personal data (such as contact, order and payment details) are processed solely for handling refunds and returns, in accordance with our Privacy Policy.

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