Ordering & Delivery, Returns & Refunds

Ordering & Delivery:

Can I change / cancel my order?

We aim to get our products to customers as quickly as possible so if you have made a mistake or need to cancel your order you should contact us immediately at moth@mothandmink.com as soon as you can to let us know, we will then confirm if any changes can be made. Please include your order number / details for us. 

Please note, we have a fast order processing time so please do not delay if you need to contact us.  Please send us your contact number in the event that we need to call you.

If you've already received your order, please refer to Returns to see how you can make returns.

 

Order confirmation not received?

Please contact us at moth@mothandmink.com if you have not received any notification of your order being successful. 

 

Something Missing from your Order?

If there is an item missing from your order, there is a chance that we may have shipped some items separately. To confirm this, please contact us at moth@mothandmink.com so that we can check this for you.  Please provide as much detail as possible for the missing items(s).

 

Delivery Locations and Timeframes:

We deliver to UK, Europe and Internationally, with a few exceptions however.  Please contact us with any queries if you are located in Russia.  We may contact you regarding shipment updates.

At MOTH+Mink, we are a tailored, made to order boutique.  We ask that you be mindful of this when ordering with us.  We endeavor to have items with you as soon as possible.  Our creation time can be approximately 10 working days, depending on the item and hand finishing status or if the item is bespoke.  Shipping times will vary but this can add a further 5 working days, depending on shipping location.

Our delivery partners should contact you with your tracking reference within a day of your order being dispatched. If it's been more than 3 days, please contact us and we will look into it for you.

Please note: Sample orders are not tracked.  If it has been over 7 days since your samples have been dispatched and you still haven't received them, please contact us.

If you have any queries on your order delivery status or location, please get in touch: moth@mothandmink.com

 

Delivery Cost:

Costs are estimated at checkout for standard item delivery of up to 5kg.  If your order is in excess of 5kg, we will contact you with an accurate shipment cost if necessary.

If you have a large order, we will be to provide you with a cost specific to your order size, to provide you with the best price available.  Please contact us at moth@mothandmink.com and we will be able to help you.

 

International Policy:

Orders are shipped from the UK so import & customs charges may apply.

All orders must be signed for at the address to which it is shipped. We offer competitive world wide delivery rates. For pricing, please add the desired products to your basket and choose your delivery country at the checkout.

For larger orders, please contact us and we will be happy to work with you on obtaining the best shipping rates and price.

 

 

Returns & Refunds:

Please Read before Returning Items.

Opened wallpaper samples cannot be returned unfortunately. 

Wallpaper orders are non -refundable.  We encourage you to order up a sample prior to committing to a substantial wall paper purchase to ensure you are happy with the wallpaper. 

Many of our products are made to order.  If you wish to return any applicable items bought from our store, we'll be happy to refund a product providing it's in fully resalable condition.  Unfortunately, if you have ordered wallpaper, bespoke items or large bulk orders, we will not be able to refund you unless the item is faulty.  Part orders may be refundable in this instance.  Please contact us by email if you have any issues in this regard.

Eligible Returns should be made within 30 days of purchase and in original, undamaged packaging. Please note the buyer is responsible for returning products and this must be done at the buyers cost. 

We are unable to refund any delivery charge (except where goods received are either faulty or incorrect and we would ask for you to contact us immediately upon receipt of goods if you have any problems in this regard).

We advise that all rolls are inspected prior to hanging as a refund can not be issued once the product has been hung. We also can not be held responsible for decorators costs when goods are not inspected prior to hanging - you should not throw away the Product Labels until you have finished decorating.

 

How to Return your order:

Please note: all returns must be made within 30 days of purchase. 

First step is to email moth@mothandmink.com and notify us of the return and reason for return so we can assess refund eligibility. 

 If you are returning an item from outside of the UK, we suggest using an international courier.

All return costs are the responsibility of the customer for all shipping returns,  (except where goods received are either faulty or incorrect and we would ask for you to contact us immediately upon receipt of goods if you have any problems in this regard).  

We ask that you track your shipment and share tracking details with us to ensure we can accommodate refund if applicable.  We cannot refund items that have not been received by us so please ensure you item has been adequately  insured with your chosen courier and tracked.  We will  confirm when we have received your returned items.  

Please ensure you include your name, address, contact number or email address and order number inside of your returns parcel.

If you are returning an item from outside of the UK, we suggest using an international courier. All costs are the responsibility of the customer.

 

Please return to the following address (Only receives parcels, not open to the public) :

Moth and Mink

PO Box 249

Newry

County Down

BT35 5EY

NORTHERN IRELAND.

 

Cancelling An Order:

Due to the quick turnaround in our sales process, once an order has been confirmed we are unable to make changes or cancel an order that has been commissioned or dispatched.

This includes, but is not limited to:

  • Cancelling whole orders
  • Removing specific items from an order
  • Including additional items from the same batch
  • Updating delivery addresses

This does not affect your statutory rights and we are happy to issue refunds made within 30 days of purchase and in original, undamaged packaging. Please note, bespoke commissions are excluded from this refund policy.

Please note, the buyer is responsible for returning products and this must be done at the buyer's cost. If the full order is returned within 30 days of purchase, the cost of the goods will be refunded. 

If you have any issues or queries, please contact us at moth@mothandmink.com.

 

In the event of a fault please contact us immediately via our email address moth@mothandmink.com

In most cases we will ask you to send a sample / evidence of the product clearly showing the fault, along with all the product labels – we will assist with the issue and will be able to advise on whether it will i be necessary to return all of the faulty product.
 
Important: You should check all wallpaper products for faults before and during hanging, mindful that you should do this within the 30 days of purchase timeframe.  Refunds are not possible after 30 days of purchase timeframe has expired.  If you find there is some defect, contact us immediately.  You should not throw away the product labels until you have finished decorating. If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge. 

 

International Returns:

First step is to email moth@mothandmink.com and notify us of the return and reason for return so we can assess refund eligibility. 

If you are returning an item from outside of the UK, we suggest using an international courier. All costs are the responsibility of the customer. Returns should be made within 30 days of purchase  and in original, undamaged packaging. 

Please note - Opened test pots and wallpaper samples cannot be returned.  Bespoke items and wallpapers cannot be refunded.

Returns must be sent to:

Moth and Mink

PO Box 249

Newry

County Down

BT35 5EY

NORTHERN IRELAND.

 

(This address only receives parcels and is not open to the public)

If you wish to discuss your return options, please contact us at moth@mothandmink.com and please provide a contact number in the event that we may need to speak with you.