Refund policy

Online Returns

Muoti Clothing accepts online returns for a refund or an exchange if you are not completely satisfied with your order. Goods must be returned to us within 14 days from the date of delivery.
This excludes items purchased at a discount due to faults or pre-owned condition.

Online purchases cannot be returned in-store and must be returned to our Returns & Fulfilment Centre.

All returned items undergo a verification and quality inspection before being re-approved for sale.

Returns Address

Muoti Clothing (Returns)
Cinch Self Storage
1 Works Road
Letchworth Garden City
SG6 1FR
United Kingdom

Condition of Returns

We recommend returning items via a registered and insured postal service. Return postage costs are the responsibility of the customer.

If a refund is due, it will be processed as quickly as possible and no later than fourteen (14) days from the date we receive the returned order at our Returns & Fulfilment Centre.
Please note that shipping costs are non-refundable.

Returned products must:

  • be in their original packaging

  • have all brand tags attached

  • show no signs of wear

  • include undamaged shoe boxes where applicable (as these form part of the product)

The security tag must be attached and intact for any refund or exchange to be processed.

Customers are legally required to take reasonable care of the goods while in their possession. Failure to do so may result in a deduction or refusal of refund.

This does not affect your statutory rights.

Faulty Goods

If you believe your item is faulty, please return it for assessment.
We will examine the item and notify you by email of the outcome within a reasonable timeframe.

If approved, refunds for faulty goods will be processed as soon as possible and no later than thirty (30) days after confirmation.

Where goods have not been reasonably cared for, we reserve the right to decline the refund and return the item to you at your cost.

Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless faulty or not as described:

  • Ladies’ briefs

  • Men’s underwear

  • Gift cards

  • Hair accessories

  • Cosmetics

  • Fragrances

  • Bodysuits and shapewear

If you are unsure whether an item is returnable, please contact our Customer Service Team before ordering.

Security Seal

Please do not remove the security seal until you are satisfied with your order.
If the seal is removed, broken, or tampered with, and the item cannot be resold, we may be unable to offer a refund unless the product is faulty or not as described.

Excessive Returns

Our returns policy is designed to give customers confidence when purchasing.
In rare cases where a pattern of excessive or unusual returns suggests misuse, we may contact you to discuss future orders. This does not affect your statutory rights, and refunds will always be honoured for faulty or misdescribed items.

Swimwear

Swimwear must be tried on over underwear without removing the security seal.
Returns cannot be accepted where the seal has been removed or the item has been worn or soiled, unless faulty or not as described.