Refund policy
You can request a return within 30 days of receiving your order.
To qualify, the item must be returned in its original condition: unused and undamaged, with all parts and accessories included and in the original packaging. Proof of purchase (such as your order confirmation or receipt) is required.
To request a return, send an email to info@mossalume.com and we will reply. Once your request is approved, we will send you the return address and instructions. Please note that returns sent without prior approval cannot be accepted.
Questions about a return? Send us an email anytime at info@mossalume.com and we will help.
Return Address and Return Shipping Costs
Please email us at info@mossalume.com to request a return. Once your request is approved, we will send you the correct return address and full shipping instructions by email. The return address is not the company address listed in our Legal Notice or under "Contact Information" below, please do not send items there.
Return shipping costs are the customer's responsibility for change-of-mind returns and returns under the Right of Withdrawal below. The only exception is where the item you received was damaged, defective or not what you ordered. In that case, we cover the return shipping cost (see "Damaged, Defective or Incorrect Items" below).
Because lamps are fragile, returns must be sent back in the original protective packaging.
Damaged, Defective or Incorrect Items
Please check your order as soon as it arrives. If anything is damaged, defective or not what you ordered, contact us right away so we can review the issue and resolve it for you, at no cost to you. A photo of the item and the packaging helps us settle it quickly. This is in addition to, and does not affect, your statutory rights under the UK Consumer Rights Act 2015.
If a lamp develops an electrical fault, stop using it immediately and contact us. Do not attempt to repair or open the product yourself.
Non-Returnable Items
The following items are not eligible for return:
- Perishable goods (e.g. food, flowers, plants)
- Custom-made or personalized products
- Personal care and beauty products
- Hazardous materials, flammable liquids or gases
- Gift cards
Unsure whether your item qualifies? Get in touch and we'll be happy to help.
Exchanges
We don't process direct exchanges. The quickest way to get the item you want is to return your original purchase and, once the return is approved, place a new order.
Right of Withdrawal (United Kingdom)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if your order is delivered within the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. This right also applies to discounted items. To exercise it, simply notify us at info@mossalume.com within this period. Items should be returned within 14 days of your notification, to the return address provided to you, at your own cost as set out under "Return Address and Return Shipping Costs" above. Please handle the items with care; we may deduct an amount for any loss in value caused by handling beyond what is needed to inspect the product.
Refunds
After your return arrives, we'll inspect it and let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days (for withdrawals under the Consumer Contracts Regulations, no later than 14 days after we receive the item or proof of shipment). Your bank or card provider may need some additional time to process the refund.
If you haven't received your refund within 15 business days of approval, please send an email to info@mossalume.com and we will look into it.
Contact Information
Store name: Mossalume
Operated by: FEM Commerce
Email: info@mossalume.com
Phone: +44 33 0027 1863
Warehouse: Unit 3, Lions Barn, Langham Lane, Colchester, Essex, CO4 5HY, United Kingdom
Company registration number (KvK): 99015560
VAT number: NL005367579B93
Monday to Friday | 09:00–17:00 (GMT)
Weekends | 11:00–16:00 (GMT)
We aim to respond to your inquiries within 24 hours.