Refund policy

Thank you for shopping with Mooch. We hope you love your handmade pieces, but if something’s not quite right, here's how we handle returns and exchanges.

Exchanges Only

As a small business offering handmade and made-to-order items, we currently offer exchanges only. We do not accept returns for refunds, unless the item is faulty or damaged on arrival.

Eligibility for Exchange

To be eligible for an exchange:

You must contact us within 2 days of receiving your item.

Items must be unused, in perfect, resaleable condition, and in their original packaging.

You must provide your order number and proof of purchase.

Return postage costs is at the expense of the buyer.

Please email us at sue@moochlondon.co.uk to start the exchange process.

Items Not Eligible for Exchange

We cannot accept exchanges on:

Used or burnt candles

Custom, made-to-order, or personalised items

Sale or discounted items (unless faulty or damaged)

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your item arrives damaged, please contact us at sue@moochlondon.co.uk within 24 hours of delivery, including clear photographs of the damage and packaging.

We will offer you a replacement or refund, in line with your rights under the Consumer Rights Act 2015.

You can always contact us for any return question at sue@moochlondon.co.uk.

Unfortunately, we cannot accept returns on sale items or gift cards.

Final Sale Disclaimer

All purchases are final sale, unless the product arrives damaged or defective. Due to the handmade nature of our products, slight variations in colour, pattern, texture, or air bubbles are not considered faults.

Need Help?

If you have any questions about your order or the exchange process, feel free to contact our customer support team: sue@moochlondon.co.uk