Refund policy

We have a 30-day return policy, which means you have 30 days from the purchase of your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that returns on bespoke items or wall papers will not be accepted, unless the item is defective.  see below for more information.

To start a return, you can contact us at moth@mothandmink.com. Please note that returns will need to be sent to the following address found below:

 

Moth and Mink

PO Box 249

Newry

County Down

BT35 5EY

NORTHERN IRELAND.


If your return is accepted, due to defects or wrong order, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at moth@mothandmink.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such plants), custom products (such as special orders, wall papers or personalized items), and personal goods (such as underwear products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Wallpapers, bespoke or bulk* orders are exempt from this unfortunately. 

*Bulk refers to orders that exceed £425.00 G.B.P.  customer


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at moth@mothandmink.com.

 

Please Read before Returning Items.

Opened wallpaper samples cannot be returned unfortunately. 

Wallpaper orders are non -refundable.  We encourage you to order up a sample prior to committing to a substantial wall paper purchase to ensure you are happy with the wallpaper. 

Many of our products are made to order.  If you wish to return any applicable items bought from our store, we'll be happy to refund a product providing it's in fully resalable condition.  Unfortunately, if you have ordered wallpaper, bespoke items or large bulk orders, we will not be able to refund you unless the item is faulty.  Part orders may be refundable in this instance.  Please contact us by email if you have any issues in this regard.

Eligible Returns should be made within 30 days of purchase and in original, undamaged packaging. Please note the buyer is responsible for returning products and this must be done at the buyers cost. 

We are unable to refund any delivery charge (except where goods received are either faulty or incorrect and we would ask for you to contact us immediately upon receipt of goods if you have any problems in this regard).

We advise that all rolls are inspected prior to hanging as a refund can not be issued once the product has been hung. We also can not be held responsible for decorators costs when goods are not inspected prior to hanging - you should not throw away the Product Labels until you have finished decorating.

 

How to Return your order:

Please note: all returns must be made within 30 days of purchase. 

Please contact us to initiate returns process and we will advise accordingly.

All return costs are the responsibility of the customer for all shipping returns,  (except where goods received are either faulty or incorrect and we would ask for you to contact us immediately upon receipt of goods if you have any problems in this regard) at moth@mthandmiink.com. 

We ask that you track your shipment and share tracking details with us to ensure we can accommodate refund if applicable.  We cannot refund items that have not been received by us so please ensure you item has been adequately  insured with your chosen courier and tracked.  We will  confirm when we have received your returned items.  

Please ensure you include your name, address, contact number or email address and order number inside of your returns parcel.

If you are returning an item from outside of the UK, we suggest using an international courier. All costs are the responsibility of the customer.

 

Please return to the following address (Only receives parcels, not open to the public) :

Moth and Mink

PO Box 249

Newry

County Down

BT35 5EY

NORTHERN IRELAND.

 

Cancelling An Order:

Due to the quick turnaround in our sales process, once an order has been confirmed we are unable to make changes or cancel an order that has been commissioned or dispatched.

This includes, but is not limited to:

  • Cancelling whole orders
  • Removing specific items from an order
  • Including additional items from the same batch
  • Updating delivery addresses

This does not affect your statutory rights and we are happy to issue refunds made within 30 days of purchase and in original, undamaged packaging. Please note, bespoke commissions are excluded from this refund policy.

Please note, the buyer is responsible for returning products and this must be done at the buyer's cost. If the full order is returned within 30 days of purchase, the cost of the goods will be refunded. 

If you have any issues or queries, please contact us at moth@mothandmink.com.

 

In the event of a fault please contact us immediately via our email address moth@mothandmink.com

In most cases we will ask you to send a sample / evidence of the product clearly showing the fault, along with all the product labels – we will assist with the issue and will be able to advise on whether it will i be necessary to return all of the faulty product.
 
Important: You should check all wallpaper products for faults before and during hanging, mindful that you should do this within the 30 days of purchase timeframe.  If you find there is some defect, contact us immediately.  You should not throw away the product labels until you have finished decorating. If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge. 

 

International Returns:

If you are returning an item from outside of the UK, we suggest using an international courier. All costs are the responsibility of the customer. Returns should be made within 30 days of purchase  and in original, undamaged packaging. 

Please note - Opened test pots and wallpaper samples cannot be returned.  Bespoke items, large bulk items and wallpaper orders cannot be refunded.

Returns must be sent to:

Moth and Mink

PO Box 249

Newry

County Down

BT35 5EY

NORTHERN IRELAND.

 

(This address only receives parcels and is not open to the public)

If you wish to discuss your return options, please contact us at moth@mothandmink.com and please provide a contact number in the event that we may need to speak with you.