Return & Refunds

At Mostog, customer satisfaction is our top priority. We understand that sometimes things don’t go as planned, so we’ve designed a straightforward and flexible return and exchange policy to ensure you have a seamless shopping experience.

1. Online Returns

You have 30 days from the date of delivery to return any items from your online order for a full refund. The 30-day window starts from the date you pick up your order. Please ensure the items are unworn, unwashed, and in original packaging with all tags still attached. We’ll process your refund using your original payment method.

2. Christmas Returns

We offer an extended return policy for Christmas. Purchases made between 20th October and 8th December 2024 can be returned until 5th January 2025 for a full refund or exchange. This extension only applies to non-sale items, giving you more flexibility with holiday shopping.

3. How to Return Your Order

For any online payment using third-party platforms such as PayPal, Apple Pay, or Google Pay, refunds must be processed by post.

4. Return by Post Only

Returning your items via post is simple and convenient. You can use Evri or Royal Mail, both of which offer options for parcel drop-offs or home collection. Be sure to include your original order details in the package for faster processing.

Send your returns to:

Mostog
Charlcroft Business Park Burnetts Lane
Southampton , SO302PA

We recommend keeping proof of postage for any returned items to ensure there are no issues with your refund processing.

5. Refunds for PayPal & Apple Pay

If you’ve paid using PayPal, Apple Pay, or Google Pay, please note that refunds can be processed by post. The refund will be issued via the original payment method.

6. Refund Processing Time

We strive to process all returns within 14 days of receiving the item at our distribution center. Refunds will automatically be credited to the original payment method. Please allow up to 5 working days for the refunded amount to appear in your account after processing. If you haven’t received your refund within this period, feel free to contact our customer service team for support at support@mostog.co.uk.

7. Lost Return Paperwork?

If you’ve misplaced your return paperwork, simply include a note with your order number, name, and contact details inside your return package. If possible, also include a copy of your order confirmation email. Please remember that items must still be returned within the 7-day window, regardless of missing documentation.

8. Faulty or Damaged Items

If your item arrives faulty or damaged, we’re here to help. Please contact our customer service team at support@mostog.co.uk as soon as possible with details of the issue, along with photos if applicable. We will either arrange a replacement, repair, or offer a full refund, including any return postage fees. Your satisfaction is important to us, and we aim to resolve such issues quickly and efficiently.

9. Are there any items that are non-returnable or have specific conditions?

We don’t have non-returnable items, but products purchased on clearance or special promotions may have distinct conditions, such as being eligible for exchange only, not refunds. It’s important to check the terms listed on the specific product page before purchasing.

10. What if I want to exchange an item for a different size or colour?

We offer exchanges for different sizes or colours of the same item. If you wish to exchange for a completely different product, we recommend returning the original item for a refund and placing a new order. Exchanges depend on stock availability, so we encourage you to request an exchange promptly to secure the item you want.

11. Will I have to pay for return postage?

Return postage is free for faulty or incorrect items. For other returns or exchanges, you may be responsible for the return postage costs unless otherwise stated in specific promotions or product terms. If applicable, we will provide you with a prepaid returns label.

12. Can I cancel or change my order after it’s been placed?

Once an order is placed, we begin processing it immediately. If you wish to cancel or change your order, contact us as soon as possible, and we’ll do our best to accommodate your request. However, if the order has already been dispatched, you will need to follow the return process once the items have arrived.

13. Returning Gifts

If you’ve received an item as a gift and would like to return it, you can exchange it for another item of equal value. If you prefer a refund, we’ll process the refund to the original payment method used by the purchaser. Please bring or send the original gift receipt or order confirmation for the return process.

If you have any further questions regarding our return and exchange policy, please don’t hesitate to contact us at contact@mostog.co.uk. We’re here to help and ensure your experience with Mostog is always positive.