FAQs
Where is my order / I want to speak to someone about my order?
You should have received an order confirmation email and an order dispatch email with all of the information on that you should need (check your junk email folder just in case)
If you need any further help please refer to the sections below, or send an email to help@mossandhomes.com .
Delivery
Moss and Homes offers free shipping on all orders. You will receive your order within 2 to 3 working days* from the order date (depending on location within the UK and time ordered). Order before 12 noon and you will receive your goods within 2 working days, order after 12 noon and you will receive your order within 3 working days. Some areas of Scotland and Wales will need to add 1 extra day to these default timings. We will email you when goods are dispatched. There will be a URL and a unique tracking ID on that email, click the link and you will be able to views your items location once its been dispatched from the warehouse.
*working days = working days are Monday to Friday and not Saturday and Sunday.
Price and payment
Prices listed include VAT (if applicable) and Standard Delivery is FREE on all orders.
We try to offer the most competitive prices at all times, so our prices frequently change. The prices charged will be those displayed in checkout and on the confirmation page and confirmation email.
You can pay using MasterCard credit or debit cards, Visa credit or debit cards, PayPal and Google pay.
Returns
If you've changed your mind, you can return your order for a full refund. Please be advised that we cannot currently exchange orders, however we can offer replacements if necessary. We are also unable to offer a free returns service.
For a refund, the orders need to be returned:
- in the original undamaged condition (ideally in the original packaging).
- within 30 days of the day you received the order.
- with a copy of your order confirmation email.
Please contact us or emails help@mossandhomes.com for the return postal address.
Please ensure you obtain a proof of posting receipt. We recommend you use a tracked courier service that includes insurance, as we cannot give you a refund if we do not receive the order, or if it becomes damaged in transit.
How will you be refunded?
We will refund the returned order upon receipt, via the same method that you originally use to pay for the order.
Please be aware that refunds can take up to 30 days to appear on your statement.
Can I change my delivery address after I've ordered?
Yes, if the order has not yet been dispatched.
Please contact us or emails help@mossandhomes.com with the new address details. If it has already been dispatched we will advise you of the options once we get your email.
Complaints Handling
We hope that you love your furniture but if you are not 100% happy with your order then please email help@mossandhomes.com with your order number and we will try our very best to help!
Discount codes
Occasionally we offer special discount codes to make your order even better value. Discount codes can only be used and applied to your order during checkout.
Some codes are valid only once per user or for your first order. Discount codes will have an expiry date; we'd hate you to miss out so please make sure the code is still valid.
Discount codes cannot be used in conjunction with any other offer.
We have the right to withdraw the offer at any time and without notice.
Security
Moss and Homes take your data security very seriously, we do everything possible for you to shop with confidence.
Any data held about you and your order is held securely and encrypted to ensure that your details cannot be read by any unauthorised third party.
Moss and Homes uses a PCI compliant third party payment providers to process credit card payments.
We use the best commercially available security software (SSL), for e-commerce, plus it's the best solution for secure, online commerce transactions.
