Cancelling your order

You can cancel your order before your order has been dispatched by contacting us, and your original method of payment will be credited. This is done within 28 working days.

If your order has been shipped we cannot cancel the delivery but you can still return the goods for full refund within 14  days of the receipt of the goods, please see the details below.


Returning an order for refund or exchange

You can return the goods to us within 14 days from the receipt of the goods for any reason. After this period it is in Hei Moose’s discretion to accept returns. Once we receive the goods in unused, unwashed condition we will refund the original method of payment.

You can also exchange goods. Just contact us on and we’ll check if we have an alternative item in stock and reserve this for you. We will send the alternative item to you once we’ve received the original item in unused condition. When exchanging goods you do not need to pay delivery charges twice. However you are responsible for charges of returning the item to us.

When returning goods for refund or exchange, they must be unused (except reasonable use to examine them), unwashed, in the original packing with all labels and sales tags attached. Please include a covering letter stating your name, address and order number for us to handle your request quickly. 


Please return unused goods with intact labels and tags in their original packing to:

Lumley Park House
Castle Dene
Chester Le Street

We recommend that you use recorded service and obtain a proof of postage as you are responsible for returning the goods back to us. 


We reserve the right not to accept goods returned to us that have been worn, washed, damaged, altered or for other similar reasons.


For refunds, we will refund the original method of payment within 28 working days. Delivery charges are not refunded unless the item is faulty or is returned due to our mistake. You will also be responsible for the cost of sending the goods back to us unless the item is faulty or is returned due to our mistake.

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