Returns & Refunds

OVERVIEW
This policy explains how returns, refunds, and exchanges work for purchases made from MOOD London, both online and in store, in line with UK consumer law.

ORDER CANCELLATIONS (NON-SUBSCRIPTION ORDERS)
If you place a one-off (non-subscription) order, you may request to cancel your order only if it has not yet been dispatched from our warehouse.

To request a cancellation, you must contact us as soon as possible at:
info@moodlondon.co.uk
Once an order has been dispatched, it cannot be cancelled.
If your order has already been dispatched or delivered, you may still be eligible for a return in accordance with this Returns & Refunds Policy.
REFUND ELIGIBILITY & TIMEFRAMES
Customers must contact us within 14 days of delivery (online purchases) or purchase date (in-store purchases) to be eligible for a refund.

Once contact has been made within this 14-day period, the item may be returned following the return instructions we provide.

If a customer contacts us after 14 days, the item is not eligible for a refund but may be eligible for an exchange.
RETURNS METHOD
Online purchases must be returned to our warehouse address after contacting customer service for return instructions.

In-store purchases must be returned to the original store of purchase.

Returns sent without prior contact may be refused.
EXCHANGES
Items returned after 14 days are not eligible for a refund but may be exchanged for another product of equal value, subject to availability, up to 30 days after purchase.
PERFUME & HYGIENE POLICY
Due to hygiene and safety reasons, perfume products cannot be returned if they have been opened, used, or unsealed, unless the item is faulty or incorrect.

This does not affect your statutory rights.
FAULTY OR INCORRECT ITEMS
If you receive a faulty, damaged, or incorrect item, you must notify us within 48 hours of receipt, providing:
  • Your order number
  • Clear photographic evidence (and/or video where appropriate)


If the fault is confirmed, we will offer a replacement or refund at no additional cost, including return shipping where applicable.

RETURN SHIPPING COSTS
Return shipping costs are the customer’s responsibility for change-of-mind returns.

If an item is faulty or incorrect, return shipping will be covered by us once approved.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

NON-RETURNABLE ITEMS
The following items are non-returnable unless faulty:
  • Opened or used perfume products
  • Gift cards

CONTACT
info@moodlondon.co.uk
We aim to respond within 48 business hours.