Returns & Refunds

Making a MYSTIC MOODS return is simple 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 preferred tracked shipping provider.

Our Returns Portal can be accessed HERE.

Returns are accepted within our 14-day returns timeframe; return shipping costs are covered by the customer.

Request a Return;

Access our Returns Portal and enter the email address associated with your order.
A secure sign-in code will be sent to your email address. Enter the code to access your order history.
Select the order containing the item you wish to return.
Select Request return and choose the item or items you wish to send back.
Select your reason for return, add any relevant information and submit your return request.

Once your return request has been reviewed, you will receive confirmation and the relevant return instructions.

Please do not send your return before your request has been approved and the return details have been issued.

All returns must be sent using a tracked service. Please retain your postage receipt and tracking reference until your return has been received and your refund completed.

Returns from 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 inspect and process your return in accordance with this policy, provided that:

• The product is returned in its original condition.

• All original tags, 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;

If you are unable to use our Returns Portal, email us at customercare@mysticmoods.co.uk with the relevant order number and reason for return. The order number must be quoted on all return correspondence. Once we have acknowledged your return request, we will provide the relevant return instructions.

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

Use a tracked or insured service and retain your receipt. The parcel remains your responsibility until delivered and recorded as received by us. Our returns address is issued following return approval; please 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.

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 the “Not Refundable if Removed” security tag attached and intact.

For health and hygiene reasons, earrings, hair accessories, undergarments, face or 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 14-day returns 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 a return is attempted.

We are not able to accept returns for Gift Cards.

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

Where a rejected or 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 an eligible return in accordance with our 14-day returns policy and place a separate order for the preferred item.

Damages and Issues;

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

For faulty or mis-described goods, we will provide an appropriate resolution in line with your consumer rights.

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 eligible order within 14 days of receipt. Return costs remain the responsibility of the customer.

Refunds;

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

Please remember that your bank or credit card provider may take additional time to process and post the refund.

Refunds cover the product price and, where applicable, the standard outbound delivery charge. Express delivery, gift wrapping, customs or import fees and return postage are not refunded.

Your Rights;

Nothing in this Returns & Refunds Policy affects your statutory rights.

Privacy;

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

Returns & Refunds

Making a MYSTIC MOODS return is simple 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 preferred tracked shipping provider.

Our Returns Portal can be accessed HERE.

Returns are accepted within our 14-day returns timeframe; return shipping costs are covered by the customer.

Request a Return;

Access our Returns Portal and enter the email address associated with your order.

A secure sign-in code will be sent to your email address. Enter the code to access your order history.

Select the order containing the item you wish to return.

Select Request return and choose the item or items you wish to send back.

Select your reason for return, add any relevant information and submit your return request.

Once your return request has been reviewed, you will receive confirmation and the relevant return instructions.

Please do not send your return before your request has been approved and the return details have been issued.

All returns must be sent using a tracked service. Please retain your postage receipt and tracking reference until your return has been received and your refund completed.

Returns from 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 inspect and process your return in accordance with this policy, provided that:

• The product is returned in its original condition.

• All original tags, 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 or insured service and retain your receipt. The parcel remains your responsibility until delivered and recorded as received by us. Our returns address is issued following return approval; please 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.

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 the “Not Refundable if Removed” security tag attached and intact.

For health and hygiene reasons, earrings, hair accessories, undergarments, face or 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 14-day returns 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 a return is attempted.

We are not able to accept returns for Gift Cards.

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

Where a rejected or 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 an eligible return in accordance with our 14-day returns policy and place a separate order for the preferred item.

Damages and Issues;

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

For faulty or mis-described goods, we will provide an appropriate resolution in line with your consumer rights.

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 eligible order within 14 days of receipt. Return costs remain the responsibility of the customer.

Refunds;

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

Please remember that your bank or credit card provider may take additional time to process and post the refund.

Refunds cover the product price and, where applicable, the standard outbound delivery charge. Express delivery, gift wrapping, customs or import fees and return postage are not refunded.

Your Rights;

Nothing in this Returns & Refunds Policy affects your statutory rights.

Privacy;

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