Returns, Exchanges, Refunds

At MOSS & SPY we design and manufacture our collections in Australia from the highest quality local and internationally sourced materials. Our garments are designed to perfectly fit for the Australian woman so you can be confident about the quality and fit of your purchase.

However, if you are considering a refund or exchange, our policies depend on how you made our purchase:

ONLINE PURCHASES
Exchanges or refunds: We offer exchanges or refunds if you order a product online and change your mind after you receive your purchase of a full-priced item.  We will exchange for a different size, colour or a different product or provide a refund for your purchase. (See details for managing online exchanges and refunds below).

• Sale items: For items on sale, we will exchange only for a different size in the same style if available.  Regrettably we cannot offer refunds on SALE items or exchanges for a different style. Our sale items are high quality brand new products from previous collections which we offer at large discounts on the full-price, so please choose carefully, This applies to both Australian and International orders. 

IN-STORE PURCHASES

Exchanges: We offer exchange or store credit for in-store purchases of full-priced items if returned within 7 days (subject to condition requirements described below - including unworn, all tags still attached and not used in social media). 

• Any credits will be issued as a gift card which can be used for purchases in-store or online. 
• For items bought in store, exchanges are not available for sale items.

Refunds: We do not offer refunds on products bought in store, so please choose carefully.

• Our expert staff in our stores are trained to help you choose the MOSS & SPY style, size and colour that ideally suits your preferences and occasion. We will take the time to ensure that you are happy with your purchase before leaving the store.

Please note: We comply with Australian consumer law in relation to our sales - which does not provide for returns or exchanges for change of mind. Any exchanges or refunds for change of mind are at our discretion. For more detail see: www.fairtrading.nsw.gov.au/buying-products-and-services/repairs,-replacements-and-refunds This states: "A business can refuse to give you a free repair, replacement or refund if: you simply changed your mind."

CONDITIONS FOR RETURNS & EXCHANGES

Please note: We quality check all our products by hand before we despatch them to ensure the garment you receive has no defects.  

Return within 7 days: Products must be returned with the receipt within 7 days of purchase
Tags intact: Returns must have original MOSS & SPY tags attached and be in any original packaging.
Unworn, original condition:  Item(s) must be in original condition, unworn, unsoiled without any evidence of make-up or deodorant . They must not have been: washed or dry-cleaned; or used in photographs posted on any social media platform or used for any commercial purpose, including advertising, promotion, blogging without written approval from MOSS & SPY. 

HOW TO RETURN AND EXCHANGE

Contact MOSS & SPY via email at info@mossandspy.com.au and notify us of your intended exchange or return.

You can return your item:
.  By Australia Post or Courier directly to our Head Office
.  In person directly to one of our stores (for exchange if available or processing by Head Office).

Australia Post or Courier: Pack the item carefully and purchase a prepaid plastic satchel or other pre-paid delivery option from your local post office or courier. (We provide generous free shipping to you.  However, you are responsible for the cost of any returns to us).

Include the following items in your package/satchel:
· Items you wish to return/exchange
· Returns/exchange request form (included with your purchase)
· Invoice for your order

Send it to:
MOSS & SPY Online Returns
42-44  Belmore St
Surry Hills, NSW, 2010

(Please note: Moss & Spy cannot be held liable for any returned items lost in transit, so keep that tracking number safe!)

Once we receive your package at our Head Office, we will process your exchange or refund.
. Any refunds shall be paid back to the same credit card used for purchase.
. We will send any exchanges within one day of receiving you returned goods.
. An email will be sent to you to confirm your refund.

Refunds are given for the original value of the product at time of  purchase, excluding any shipping costs.

If you would like some help with your product choice or if you have any queries regarding the returns and exchanges process, please contact us at info@mossandspy.com.au. Alternatively, you can call us Monday-Friday, 9.00AM - 5.00PM (AEST) on 02 8986 6300.