Refund policy

We want you to love every order from Petal & Moss. If something isn't right, we're here to help — just get in touch and we'll do our best to make it good.

Our returns window

You have 14 days from the date your order arrives to request a return. To be eligible, items must be in the same condition as received — unplayed with, with all original packaging and tags intact. Please hold onto your confirmation email or order number as proof of purchase.

How to start a return

Email us at hello@petalandmoss.co.uk before sending anything back — we'll confirm whether the return is accepted and give you instructions on where to send it. Items returned without prior contact unfortunately can't be accepted. Return postage costs are the responsibility of the customer unless the item is faulty or we've made an error with your order.

Please note our registered address is not a returns address. All returns must be arranged by emailing us first at hello@petalandmoss.co.uk — we'll confirm where to send your item once your return is approved.

Damaged or incorrect items

Please check your order when it arrives. If anything is damaged, defective, or not what you ordered, get in touch straight away at hello@petalandmoss.co.uk and we'll sort it out for you.

Non-returnable items

For hygiene and safety reasons, we're unable to accept returns on items that have been used or played with. We also can't accept returns on sale items or gift cards — please bear this in mind before purchasing. If you're unsure whether your item is returnable, just drop us a message and we'll let you know.

Exchanges

The quickest way to exchange an item is to return it and place a new order once your return has been approved. This keeps things simple and means your new item gets to you as quickly as possible.

Refunds

Once we've received and checked your return, we'll let you know whether it's been approved. If it has, your refund will be processed back to your original payment method within 10 business days. Your bank may take a little longer to reflect this on your statement. If 15 business days have passed since your refund was approved and you haven't seen it, please get in touch at hello@petalandmoss.co.uk.