Refunds & returns
Detail of Swisherama by Sandy Brown
White Moose wants you to be totally satisfied with your purchase. If for any reason you are not entirely happy with your order – whether you have changed your mind or we have made a mistake – then please contact our team as soon as possible.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charge but does not include the cost of returning the item.
Unless your item is faulty, please try to let us know within 30 days and we will be happy to offer you a full refund, replacement or exchange. Unfortunately, after 14 working days we cannot refund any delivery charges or cover the cost of returning the item.
Unfortunately we cannot offer a refund on the following items unless faulty:
Commissioned work – as these are made to order
Pierced earrings – for health & safety reasons
How to cancel your order
To cancel your order please contact a member of the White Moose team by email at firstname.lastname@example.org or by phone on +44 (0)1271 379872
(Tuesday – Friday 10.00 –17.00, Saturday 11.00 - 15.00).
How to return an item
Any items that need to be returned to us must be authorised in advance by the White Moose team.
Please return items to us unused and in pristine condition so they can be re-sold.
If a refund is required, we will issue this using the same payment details that were used to purchase the items. We aim to process all returns within 1-2 weeks but the refund could take up to an additional 10 working days to show in your account so please bear with us.