Returns & Exchanges

STYLE AND SIZING ASSISTANCE

Before you buy, our styling consultants can help you choose the MOSS & SPY style, size and colour that ideally suits your preferences and occasion. If you have any questions or would like advice on sizing that would suit you, please call us on 02 8986 6300 or email us at info@mossandspy.com.au.

We design and manufacture in Australia from the highest quality local and internationally sourced materials and we check the quality and fit of our garments before you buy.

However, if you find a style or size doesn't suit you, we will accept returns under the conditions below.

RETURNS & EXCHANGES

Full priced items: If you buy a full priced item online, we will exchange it for a different size or a different style, or we will refund the full purchase price (less any postage/shipping charges).
Sale items: If you buy a sale item online, we may exchange it for the same style in a different size if it is available.  We do not offer refunds on sale items or exchanges for a different style.

Black Friday: Black Friday promotions follow our usual return policy. See above.

CONDITIONS FOR RETURNS

Timely return: Products must be returned within the following periods to qualify for a refund or exchange (in line with the policies above).

  • Australia: Within 14 days of despatch.
  • International: Within 21 days of despatch.

Original condition:  Item(s) must be in original condition, unworn, unsoiled without any evidence of make-up or deodorant. They must not show any signs of wear or have been washed or dry-cleaned. 
Tags intact: Returns must have original MOSS & SPY tags attached and be in any original packaging. 
Non-commercial use: The item(s) must not have been used in photographs posted on any social media platform or used for any commercial purpose, including advertising, promotion, blogging or other uses without written approval from MOSS & SPY.
Exchanges:  Please check with us to ensure your preferred style, colour and size is available before returning your purchase.

We comply with Australian Consumer Law and reserve the right to reject any returns that do not comply with these conditions and return them to the sender at the sender's expense, so please check with us if you have any questions about returns.

HOW TO RETURN AND EXCHANGE

  • Contact us at info@mossandspy.com.au and notify us of your intended exchange or return.
  • Return your item(s) by post or courier to our Head Office (address below).
  • Return your item(s) directly to one of our stores.

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 returns to:

  • MOSS & SPY Online Returns
    42-44  Belmore St
    Surry Hills, NSW, 2010

Please retain any tracking number as we cannot be liable for any returned items lost in transit.

RETURN PROCESSING

Once we receive your package at our Head Office, we will process your exchange or refund.

  • Refunds shall be for the purchase price (excluding any shipping costs) and are paid back to the same payment method used for purchase.
  • Exchanges will be despatched within one day of receiving you returned goods.
  • You will receive an email confirming your refund or exchange.

If you have any questions about 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.