Returns and Refunds

Returns Policy

We offer a 100% guarantee that if you are in any way dissatisfied with the products you have ordered we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact within 14 days of purchase date. Note: We do not refund or exchange thongs/gstrings.

Please ensure that all underwear, including swimwear is tried on over your own underwear. We reserve the right to refuse returns for item where this policy has not been adhered to.

We will let you know by email as soon as we receive the goods, and will process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know by email as soon as the refund has been processed. Similarly, if you have requested replacement products of a higher value, any amount owed will be charged to the card used to pay for the original order.

With your order you will find a returns letter which will need to filled in and returned so that we can identify why your items(s) have been returned. Send the items back in the original packaging via Royal Mail 2nd class postage, and ensure that you obtain a Certificate of Posting (available free from the Post Office) for all returns, so that we can complete your request in the event of items being lost in transit. If the value of the goods being returned is greater than £30 please use recorded delivery. You should keep this certificate or recorded delivery receipt until you have received your refund or replacement.

If you have not retained your Mossfraser returns form you can download a copy using this link returns form (PDF)

If the products you have ordered are faulty or damaged in anyway, please use the same procedure as above and state clearly where the fault is, as it may be too discreet to notice. We will be glad to exchange the product for the same product, (subject to availability) or a product of the same price of your choice. We will contact you immediately if stock is not available.

Returns address

Returns
MOSSFRASER
211 Lincoln Road
Peterborough
PE1 2PL