Help with my order
Let’s put things right. Find help with an order, check return options and understand your refund.
If an item is missing, incorrect, damaged or not as described, contact us as soon as possible. You do not need extra delivery protection to get help or exercise your statutory rights.
Do not consume gel that arrives damaged, leaking, unusually warm or otherwise suspect. Contact us for advice.
Send any photos by email to support@milliesmoss.com. The current contact form does not accept attachments.
Report an order problemTell us within 14 calendar days after delivery, then send the goods back within 14 calendar days of telling us. No reason is required, and cancellation does not require our approval. Opening the delivery box alone does not remove your right to cancel.
Change or cancel an orderFresh gels are perishable, so change-of-mind returns do not apply. You still have rights if goods are faulty, damaged, incorrect or not as described.
For other sealed products, a health or hygiene exclusion applies after unsealing only where the item is genuinely unsuitable for return for those reasons. Your rights for faulty, damaged or not-as-described goods remain.
For an eligible change-of-mind return, you can arrange and pay for your own postage, or ask us for a prepaid label.
If you use our prepaid label, we deduct up to £4.99 per return shipment, not per item. The deduction is capped at our direct postage cost. No deduction applies to an unused label or when you use your own postage.
We cover the return cost when we are responsible, including faulty, damaged or incorrect goods. We will explain the arrangements. There is no handling, cancellation or restocking fee.
For an eligible change-of-mind return, we refund without undue delay and within 14 calendar days of receiving the goods or evidence that you sent them back, whichever is earlier. We use your original payment method unless you agree otherwise.
For a full eligible cancellation, we also refund the standard outbound delivery charge you paid. Any extra amount paid for Express need not be refunded.
For partial returns, we refund the affected items and any delivery amount legally due. We do not add a delivery charge retrospectively when your order qualified for free delivery.
Contact us as soon as possible with your order number. We can cancel and refund a gel order if physical preparation has not started. Once preparation begins, we will check what help is possible, but cancellation may no longer be possible.
We use the time your request reaches us. The dispatch cutoff is not a cancellation deadline. This does not affect your statutory rights.
Change or cancel an orderCancelling future subscription renewals is separate from cancelling an order already paid for.
Understand subscriptionsFor eligible returns, use the address below. Contact us before returning fresh gel or broken glass so we can give safe instructions.
Millie’s Moss – Returns, Unit 7, Atlantic Business Centre, Stirling Way, Borehamwood, Hertfordshire, WD6 2FQ, United Kingdom.A £4.99 re-shipping charge may apply if an incorrect or incomplete address you supplied, or another customer-attributable issue, means we need to send a replacement shipment. We review the circumstances and agree any charge with you first.
We do not charge to correct an error by Millie’s Moss or our delivery partner. A normal courier delivery reattempt does not automatically trigger this charge.
Your statutory rights are unaffected.
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