1. Order Information
Please ensure that the shipping address you provide is accurate, as we will be unable to redirect orders once they have been dispatched.
Before we dispatch your orders, we may need to confirm your details with your card issuer. we will do our best to keep the delays to a minimum.
We work closely with our shipping partners to minimise the potential impact of customs delays.
If you have provided a delivery address for a commercial or university address, it is your responsibility to provide a full address and ensure it is addressed to somebody authorised to receive the parcel. We are not responsible for any mishandled parcels one it has been signed for at the provided address.
For multiple purchases, please note that all items will be sent in separate parcels for security and insurance purposes – therefore we cannot provide discounts on shipping for multiple purchases.
We insure each purchase from the time it is dispatched until it is delivered to you. we require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and order fulfilment.
2. Returns & Exchanges
You have the right to cancel your order for any item purchased from us for a full refund, unless stated that the item in non-returnable upon purchase. Order cancellations must be made in writing, quoting your order number, within 14 days of the day after you receive the goods to Mush Clothing.
It is your responsibility to make sure the item reaches us. The item is your responsibility until it reaches us. for your own protection, we recommend that you send the parcel using a delivery service that is traceable and insures you for the value of the goods. The cost of returning the item to us is your responsibility.
Returns made outside this time frame may be accepted at the discretion of our staff and may only be refunded as store credit. If you are returning the item from abroad, you must state your intention to send the item(s) back as soon as possible to avoid any misunderstandings.
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a refund (excluding original delivery charge) upon receipt, or exchange the item for a different size/colour if preferred. if you would like to exchange, please contact us as soon as possible so we can reserve the item(s) for you.
We cannot guarantee availability if you return any item(s) to us without confirmation.
Item condition
Items should be returned new, unused, and with all designer garment tags still attached. returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
Original Packaging
Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. Belts that have been altered with new holes will not be accepted.
Restocking Fee
if we decide to accept returns outside of our policy, we may charge a 15% administration fee at our discretion.
Taxes
When returning your items for a refund, your taxes will be refunded if your order was made within the EU. We will not reimburse customs or duties for orders placed from outside the EU. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Lingerie & Swimwear
Briefs, swimming costumes and bikini bottoms are not refundable and may be sent back to the customer if sent without prior authorisation. This is due to hygiene reasons. the same applies to earrings.
Footwear
All footwear must be tried on a carpeted surface until you are certain that you are keeping them. Footwear should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Footwear that is returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
Card Refunds
We will process your card refund within 24 hours of receiving the goods, however, it may take up to 10 business days for your bank to complete this, depending on their processing time. this can vary greatly between card issuers, and unfortunately we are unable to influence this process.
3. Faulty Items
If the item you received is faulty, please contact us immediately quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise you on how to proceed with the return. You have 14 days from receipt of the faulty item to return it to us.
Items are classified as faulty if a manufacturing fault is found. Damage resulting from normal wear-and-tear does not classify an item as faulty.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that is traceable and insures you for the value of the goods. The cost of returning the item to us is your responsibility.
4. Item Representation
We have made every effort to display our stock as accurately as possible, trying our best to represent colours as accurately as possible through our photography. However, as computer and mobile screens vary, we cannot guarantee that there will be consistency across all devices.
5. Customs & Taxes
We are required by law to attach customs labels to parcels destined outside of the EU. We are not able to cater to customer’s requests asking for items to be marked as gifts or at a lower value. It is your responsibility to make sure you understand importation duties before placing your order.
Please be aware that if you do not pay the customs duty for importing the item, and it is sent back to us, we will have to deduct the cost of shipping from your refund amount.
Parcels sent outside of the UK are handled by Skynet, who will contact you before the delivery to pay any outstanding duty for your purchase. To avoid delays, please provide a telephone number when placing your order. If the import duty is not paid the item will not be delivered, and will return to us.
6. Shipping Information
Damaged Parcels
All of our goods are dispatched using insured and traceable couriers for your own protection. We highly advise customers not to accept parcels that show any signs of damage or tampering. Signing for these items will void any insurance and will void your right to return or exchange the item(s).
Combined Shipping
Each purchase will be dispatched in a separate parcel with individual tracking numbers for insurance purposes. As a result, we may be unable to combine shipping costs for our customers.
7. Feedback
We strive to provide the best experience for our customers, and are happy to help with any issues you may experience. We ask that you contact us immediately should you experience any problems with your order so that we can rectify the issue as soon as possible. Before leaving any negative or neutral feedback, please get in touch and let us know your concerns – we would be more than happy to cater to your needs. We have a dedicated team for providing excellent customer service.
Our return address is as follows. Please make sure you understand our policy in full before sending back any items in order to avoid any delays or confusion.
Mush Clothing,
Unit 78, Wood Green Shopping City,
High Road,
London, N22 6YD,
United Kingdom
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