Refund policy

Returns Policy

At Millie's Moss, we're committed to delivering the highest quality products to our cherished customers. We acknowledge that there might be instances when you might wish to return your purchase. Therefore, we've outlined our return policy based on the nature of our products:

Returns 💼:

Customers have the right to return any product within 14 days of delivery. For perishable products, like our gels, we only entertain returns if the received product is either incorrect or has been damaged upon delivery. For non-perishable products, such as our capsules, returns are accepted if they are unopened and in their original packaging. In either case, please connect with us within this 14-day window from the date of receiving your order to initiate the return process. Beyond this period, we unfortunately cannot accommodate refunds or exchanges.

Refunds 💷:

Upon the approval of your return, we will promptly initiate a refund to your original payment method. Typically, refunds are processed between 7 to 14 business days, subject to the policies of your card issuer.

Incorrect Address 🏠:

Should a package be returned to Millie's Moss due to an erroneous or incomplete address provided by the customer, or in the event of the customer's absence at the time of delivery, the customer will bear the costs of return shipping as well as redelivery. We do not take responsibility for packages that are delivered incorrectly or go missing due to inaccurate or incomplete shipping details shared by a customer. A re-shipping fee of £4.99 will be levied.

Lost or Stolen Packages 📦:

We cannot be held accountable for packages that are lost or stolen once they are confirmed as delivered to the address provided for an order. Upon inquiry, we will verify the delivery to the provided address, share the date of delivery, tracking data, and shipping carrier details, enabling the customer to pursue an investigation.

Shipping Claims 🚛:

Should you receive a damaged product, it's imperative to lodge a claim within 48 hours of receipt. You will be required to forward a picture of the damaged product to our dedicated Customer Service Team for a thorough review. We will subsequently walk you through the process of filing a claim.

Non-returnable items ❌:

Opened or used gels and capsules cannot be returned. If you have any uncertainties or concerns regarding a specific item, please do not hesitate to contact us.

Contact Us 📞:

For any clarifications concerning returns or refunds, we're just a call or an email away:

Contact Number: +44 208 133 1316
Contact Email: support@milliesmoss.com

We retain the discretion to update this policy at any moment without any prior intimation or liability. Ensuring your satisfaction and offering a seamless shopping experience remains our utmost priority! 😊

Last Revised: 25th July, 2023