Refund policy
On this page
If something is not right, we want to make it easy to put it right. This policy applies to all orders from Moulina, online and in our shop, and sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
30 Days to Return
You can return an item within 30 days of receiving it, for any reason. Your legal right to cancel an online order runs for 14 days after delivery, and we give you the extra time on top of that.
To be accepted, items must be unworn, unwashed, in their original condition and returned with the original tags and packaging.
Returning by Post
- Reach out to our Return Center or use our Contact Us page with your order number and the item you want to return.
- If an item is damaged or not as described, attach a photo of the problem.
- We review your request and reply by email with a decision.
- Once approved, we email you a free prepaid return label with simple packing instructions.
- Post the parcel back to us using the label.
You do not pay anything to return an item.
Returning In Store
You can also bring your order to our shop at Shop 11, Tytherington Shopping Centre, Macclesfield, Monday to Saturday between 10 AM and 5 PM. Please bring your order number or confirmation email.
How and When You Are Refunded
After your return reaches us and passes a quick check, we refund you within 7 working days. The money goes back to the card or payment method you used, and we email you when it has been sent.
If you cancel an entire order, we also refund the standard delivery charge you paid. There are no restocking fees or hidden deductions at any stage.
Faulty, Damaged or Wrong Items
If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Send us a photo and your order number, and we will arrange a replacement or a full refund, including the original delivery cost and the cost of sending the item back.
You have a 30-day right to reject faulty goods for a full refund, and you can ask for a repair or replacement within 6 months of delivery. Nothing in this policy limits those rights.
Sale Items and Gifts
Sale items can be returned in the same way as full-price items. If you received a gift and want to return it, contact us with the order number or gift receipt and we will issue the refund as store credit to you.
Wrong Size?
We do not run an online exchange service. The quickest way to change a size is to return the item for a refund and place a new order, or visit us in store and we will help you.
Items Used or Worn
Items that come back worn, washed or damaged by the customer may be refused or refunded at a reduced amount to reflect the loss in value. We will always tell you before we do this.
Refund Not Showing Yet?
Banks can take a few extra days to show a refund. If it still has not appeared 7 working days after we confirmed it, check with your bank first, then contact us and we will look into it with you.
Contact Us
Moulina
Email: info@moulina.shop
Phone: +447957989844
Address: Shop 11, Tytherington Shopping Centre, Brocklehurst Way, Tytherington, Macclesfield SK10 2HB, UK
Hours: Monday – Saturday, 10 AM – 5 PM
Questions about this policy?
Email info@moulina.shop or call +447957989844, Monday to Saturday, 10 AM to 5 PM.
Refund policy
If something is not right, we want to make it easy to put it right. This policy applies to all orders from Moulina, online and in our shop, and sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
30 Days to Return
You can return an item within 30 days of receiving it, for any reason. Your legal right to cancel an online order runs for 14 days after delivery, and we give you the extra time on top of that.
To be accepted, items must be unworn, unwashed, in their original condition and returned with the original tags and packaging.
Returning by Post
- Reach out to our Return Center or use our Contact Us page with your order number and the item you want to return.
- If an item is damaged or not as described, attach a photo of the problem.
- We review your request and reply by email with a decision.
- Once approved, we email you a free prepaid return label with simple packing instructions.
- Post the parcel back to us using the label.
You do not pay anything to return an item.
Returning In Store
You can also bring your order to our shop at Shop 11, Tytherington Shopping Centre, Macclesfield, Monday to Saturday between 10 AM and 5 PM. Please bring your order number or confirmation email.
How and When You Are Refunded
After your return reaches us and passes a quick check, we refund you within 7 working days. The money goes back to the card or payment method you used, and we email you when it has been sent.
If you cancel an entire order, we also refund the standard delivery charge you paid. There are no restocking fees or hidden deductions at any stage.
Faulty, Damaged or Wrong Items
If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Send us a photo and your order number, and we will arrange a replacement or a full refund, including the original delivery cost and the cost of sending the item back.
You have a 30-day right to reject faulty goods for a full refund, and you can ask for a repair or replacement within 6 months of delivery. Nothing in this policy limits those rights.
Sale Items and Gifts
Sale items can be returned in the same way as full-price items. If you received a gift and want to return it, contact us with the order number or gift receipt and we will issue the refund as store credit to you.
Wrong Size?
We do not run an online exchange service. The quickest way to change a size is to return the item for a refund and place a new order, or visit us in store and we will help you.
Items Used or Worn
Items that come back worn, washed or damaged by the customer may be refused or refunded at a reduced amount to reflect the loss in value. We will always tell you before we do this.
Refund Not Showing Yet?
Banks can take a few extra days to show a refund. If it still has not appeared 7 working days after we confirmed it, check with your bank first, then contact us and we will look into it with you.
Contact Us
Moulina
Email: info@moulina.shop
Phone: +447957989844
Address: Shop 11, Tytherington Shopping Centre, Brocklehurst Way, Tytherington, Macclesfield SK10 2HB, UK
Hours: Monday – Saturday, 10 AM – 5 PM