FAQS

    My Order

    How do I place an order?

    Placing an order at Holme & Moss is easy. Once you've found an item you would like to buy, select the colour or size you want (if applicable), click 'Add to Basket'. Your item will now be in your shopping bag. You can find your shopping bag in the top right of the page. Once you have finished shopping, simply click on the shopping bag icon in the top right and click 'View Basket' or 'Checkout' and follow the instructions to complete your purchase.

      How will I know you have received my order?

      You will receive an order confirmation email shortly after you have placed your order. If after 24 hours you have still not received an email from us, check your junk folder and if it's not in there contact us at hello@holmeandmoss.com.

        What payment methods do you accept?

        We accept Visa, Visa Electron, Visa Debit, Mastercard, Amex and Paypal.

          When will my payment be deducted?

          Your payment will be taken when you place your order.

            What happens if I receive a faulty item?

            We'd like to help resolve the issue as quickly as possible. As soon as you discover a fault, please email hello@holmeandmoss.com with your order number and a photo and full description of the fault. We will look into your query as soon as possible.

              How do I make a change to my order?

              There is only a very short time after your order is placed when changes may be possible. If you'd like to make a change, email us straight away at hello@holmeandmoss.com and we’ll do our best to help.

                Delivery

                Where do you deliver?

                We deliver internationally.

                For full delivery details visit our Delivery page.

                  What delivery options do you offer?

                  • UK orders are delivered by Royal Mail 1st Class
                  • Most international orders are delivered by Royal Mail International Standard

                  For full delivery details visit our Delivery page.

                    How much is delivery?

                    Delivery cost is based on weight and your location. You can calculate your delivery cost in the basket, before you get to the checkout
                    • UK: From £1.50
                    • Europe: From £2.50
                    • USA: From £3.50
                    • Rest of the World: From £3.50

                    For full delivery details visit our Delivery page.

                      Returns

                      What is your returns policy?

                      We hope you are completely satisfied with your purchase from Holme & Moss. If for any reason you are not happy with your purchase you can return any item within 21 days of receipt, provided that the products are returned complete, in perfect condition, unused, unwashed and with its original packaging.

                      For full returns information visit our Returns page.

                        When will I receive my refund?

                        • We will endeavor to process your return on the day we receive your parcel, however, under some circumstances this could take up to 3 working days
                        • Please allow up to 5 days for your debit/credit card to be credited. Please note that some banks may take longer
                        • Orignal shipping charges will not be refunded

                          Can I exchange an item?

                          If you'd like to exchange your order, please email hello@holmeandmoss.com with your order number and the item you would like to exchange it with.

                            Account

                            Do I need to set up an account to place an order?

                            You don't need to set up an account to place an order, you can check out as a guest.

                            If you do have an account this enables you to view your order history, manage your addresses and view your account information.

                              How can I create an account?

                              Creating an account is easy, simply follow these steps:

                              • Scroll to the top of the page and click on the person icon in the top right of the page
                              • Click 'Register'
                              • Enter your first name, last name, email and the password you would like
                              • Click 'Create'
                              • You will receive a confirmation welcome email. This email may go in to your junk folder, to prevent this happening be sure to add hello@holmeandmoss.com to your safe senders list to prevent this happening.
                              • You will then be presented with your account page which contains your account details, order history and addresses

                                I've forgotten my password - how can I get it back?

                                To reset your password, follow these simple steps:

                                • Scroll to the top of the page and click on the person icon in the top right of the page
                                • Click 'Sign in'
                                • Under the heading 'Returning Customer' click on the 'Forgot your password?' link
                                • Simply enter your email address and click 'Submit'
                                • We will send you an email to reset your password

                                  I can't sign into my account - what can I do?

                                  If you have forgotten your password please follow the instructions in the question above. If for any other reason you are unable to get into your account please contact us at hello@holmeandmoss.com and we will try to resolve your issue as soon as possible.

                                    How can I check my account details?

                                    To check your account details, follow these simple steps:

                                    • Scroll to the top of the page and click on the person icon in the top right of the page
                                    • Click on 'Account'
                                    • If you are signed in, you will then be presented with your account page which contains your account details, order history and addresses
                                    • If you are not signed in, enter your email address and password and click 'Login'. You will then be presented with your account details.

                                      International customers

                                      I live outside of the UK, can I order from you?

                                      Yes! We deliver internationally.

                                      For full delivery details visit our Delivery page.

                                        Will I have to pay any duties or custom charges?

                                        Import duties and taxes may be charged on orders shipping outside the EU. These charges are your responsibility and have to be paid on delivery of your order. These charges are set by the customs authority of the destination country. Please contact your local customs authority for more information and to check the import charges applicable to you.

                                          International returns

                                          • You have 28 days upon receipt of your order to return it to us for a full refund
                                          • Please email us at hello@holmeandmoss.com with your order number and let us know the item you wish to return
                                          • Pack your item with all the original packaging
                                          • Post your return to: Holme & Moss, Wakefield Suite, Lockwood Park, Huddersfield, West Yorkshire, ENGLAND HD4 6EN
                                          • You will have to pay the cost of returning the goods. We recommend you return your item via recorded delivery as we cannot be held responsible for anything lost or damaged in transit
                                          • Retain your proof of postage as we cannot be responsible for any loss for any item(s) you have returned