FAQs

Can I return or exchange an item?


As all of our lingerie is designed to be worn around your most intimate areas, we are only able to process unwanted exchanges or returns on completely unworn pieces, within 28 days, with all original lables and packaging intact. We cannot accept unwanted, worn items under any circumstances. In the extremely rare case of an item being faulty, please contact us in order to arrange return and refunding. We can’t guarantee that a replacement item will still be available by the time an exchange is processed and in this case a refund will be issued instead. Please allow up to 7 days from the date of us receiving a return for the exchange or refund to be made. (But in all cases, please do call us and have a chat - we really want to help you! )




Do I have to pay return postage?


If your item is faulty, please contact us with a photo of the issue and we will be able to organise a free postage label for you to use in order to return your item. If you are returning an unwanted, unworn product for a refund or exchange, you will need to organise the postage. Please remember that we cannot accept unwanted, worn items under any circumstances.




Can I cancel or change my order?


Contact Customer Services as soon as possible to cancel your order; if your order has already been posted please ensure you return it back to us within 28 days. Items must be returned in exactly the same condition as they were received in order for us to process a refund or to exchange. Make sure that you remember to include all relevant details with the package, including: Your name, address, reason for return, details of the size / product you would like in exchange or the payment method that we can refund to.




Can I return items received as a gift?


Items received as a gift can be returned only if they are in completely original, unworn condition however, refunds can only be sent to the original payment card. Please be aware that the person who bought the items will automatically receive an email about returns, refunds or replacements. Just make sure that you don't pretend you still have them, it could cause major disappointment!





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MOOT

Unit 1

Hillsdown Farm,

Twyford Lane

East Sussex,

RH17 7DH

E:hello@mootlingerie.com
Tel: 01825 740970

VAT: GB310680046

Company No. 11590056

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