Returns & refunds

Something wrong with your order?

If an item is missing, incorrect, damaged or not as described, contact us as soon as possible. You do not need extra delivery protection to get help or exercise your statutory rights.

What to include

• Your order number and the item affected.
• What happened and when your parcel arrived.
• For gel issues, the label or batch details.
• Photos where helpful. If you cannot provide photos, please still contact us.

Attach helpful photos using the contact form, or email them to support@milliesmoss.com. You can still contact us if you cannot provide photos.

Changed your mind?

For other sealed products, a health or hygiene exclusion applies after unsealing only where the item is genuinely unsuitable for return for those reasons. Your rights for faulty, damaged or not-as-described goods remain.

Return postage

For an eligible change-of-mind return, you can arrange and pay for your own postage, or ask us for a prepaid label.

If you use our prepaid label, we deduct up to £4.99 per return shipment, not per item. The deduction is capped at our direct postage cost. No deduction applies to an unused label or when you use your own postage.

We cover the return cost when we are responsible, including faulty, damaged or incorrect goods. We will explain the arrangements. There is no handling, cancellation or restocking fee.

When will I get my refund?

For an eligible change-of-mind return, we refund without undue delay and within 14 calendar days of receiving the goods or evidence that you sent them back, whichever is earlier. We use your original payment method unless you agree otherwise.

For a full eligible cancellation, we also refund the standard outbound delivery charge you paid. Any extra amount paid for Express need not be refunded.

For partial returns, we refund the affected items and any delivery amount legally due. We do not add a delivery charge retrospectively when your order qualified for free delivery.

Need to cancel before delivery?

Contact us as soon as possible with your order number. Under our cancellation policy, you can cancel an order before it has been dispatched.

We use the time your request reaches us. The dispatch cutoff is not a cancellation deadline. This does not affect your statutory rights.

Cancelling future subscription renewals is separate from cancelling an order already paid for.

Sending something back

For eligible returns, use the address below. Contact us before returning fresh gel or broken glass so we can give safe instructions.

If a replacement needs re-shipping

A £4.99 re-shipping charge may apply if an incorrect or incomplete address you supplied, or another customer-attributable issue, means we need to send a replacement shipment. We review the circumstances and agree any charge with you first.

We do not charge to correct an error by Millie’s Moss or our delivery partner. A normal courier delivery reattempt does not automatically trigger this charge.