Refund policy
ONLINE STORE
We accept returns or exchanges on all full-priced items within 7 days of receiving your order. Please note, we offer store credit only for returned items.
To be eligible, items must be in original condition: unworn, unused, unwashed, and undamaged, with all original tags attached. Footwear must be returned in its original, undamaged shoebox with no markings on the sole or upper.
All returns and exchanges are subject to inspection and approval by our team—we reserve the right to refuse returns if items do not meet our conditions.
Customers are responsible for all shipping fees and any applicable charges related to returns or exchanges.
Store Moss is not liable for items lost or damaged in transit, so we strongly recommend using a tracked and insured shipping method.
Online purchases can also be returned or exchanged in person at our physical store.
To start a return or exchange, please email us at: sydney@storemoss.com
PHYSICAL STORE (NON-CONSIGNED ITEMS)
We accept returns or exchanges on full-priced, non-consigned items within 7 days of purchase. As with online orders, returns are for store credit only.
Items must be returned in original condition with all tags attached. Footwear must be returned in original condition and packaging, free from marks or damage.
All returns and exchanges are subject to our team's discretion.
PHYSICAL STORE (CONSIGNED ITEMS)
All consigned items are final sale and cannot be returned or exchanged under any circumstances.
Exceptions: If the item is faulty or damaged, we will offer a refund, replacement, or store credit in accordance with Australian Consumer Law.
SALE ITEMS
We offer exchanges only on sale items within 7 days of purchase or delivery.
Please note:
- Items discounted by 50% or more are considered final sale and cannot be returned or exchanged.
- Sale items must meet the same condition standards as full-priced items to qualify for exchange.
Please note, the purchaser is responsible for any shipping costs and additional charges for any return or exchange. Please note we will not be responsible for returns and exchanges that are damaged or lost during transit, it is the purchaser’s responsibility to make sure returns and exchanges are shipped with tracking and insurance.
All exchanges are at the discretion of our team.
FAULTY OR INCORRECT ITEMS
If you’ve received a faulty or incorrect item, please contact us within 7 days. We will assess the issue and aim to resolve it quickly with a refund, exchange, or store credit where appropriate.
HOW TO RETURN
Simply bring your item and proof of purchase into the store, or follow the instructions above to initiate a return via email.
REFUNDS & STORE CREDIT
Store Credit will be issued to you via email once your return has been accepted and processed. All Store Credit will be valid for 12 months from the date of issue.