HOW WE OFFER RETURNS FOR LIFE…

Sometimes we don’t get things right, be it you, the customer, or us, the brand.

All mistakes create opportunity to learn and there are some things we can all do to help one another have a great purchasing experience.

Here’s our common sense checklist:

• Before your purchase, please carefully look over all size options and available colours, because getting things spot on first time does wonders for the planet, as well as us humans!

• Review purchases again, with an eagle eye upon receipt, before snipping off the attached Lenzing quality tag and before recycling any of the original packaging.

• All our products are handmade, if you find a fault upon receipt - one that escaped our quality control - please let us know immediately by emailing Itch2Stitch@mozziecozzie.com. Please include a photo of the fault if possible, to we can best prepare to rectify it efficiently with proper and timely service recovery e.g. we will let you know if it is a manufacturing fault and if so consider options on how to repair it for you, as well as update our quality checks for other customers without delay.

• In the same spirit, we are open to you choosing to return an item to us, for example if you change your mind about the colour for example. Should you chose to do so, we advise using tracked postage so that we both know once we receive your original packaged goods for the exchange process. We are a young business working through covering our set up costs and do not cover the cost of sending any such items back to us.

• We do not offer free returns, only free postage for replacement fulfillment on items deemed for customer exchanges at our discretion.

• A reminder: any refund request returns which have been worn and/or where tags have been removed will not be refunded. If your return is for a refund, the product must be received unused, in a saleable condition with all tags attached.

• Please note, we video the opening all our returns.

To request a return, please follow the process below:

1. you email us first at, returns@mozziecozzie.com to request a return form.

2. we reply on email same day with your printable return request form. This includes your order number, your purchase date, and the *date our records show you received your original tracked dispatch.

3. you then post the goods including the form (complete with date & signed) and so that we can receive them within 28-calendar days of the date on which you received your order of these goods (*as per above recorded date). It is your responsibility to track a return through the post to ensure that Mozzie Cozzie receives it safely. We partner with a tracking postal service backed by good reviews.

4. we quality control check them and we confirm receipt and or confirm whether the return is accepted or not on email. Specifically, all items deemed ‘faulty’ returned by a customer i.e. due to production damage will under go quality control upon receipt. If they show excessive wear and tear, or are not received by us within 28-calendar days of our sending them to you by tracked post, we may not accept the return/exchange. We can not be held responsible for any items damaged in the post, i.e. for shipping damage - this is the responsibility of the shipping partner and all complaints must be directed to them. Mozzie Cozzie will do their best to assist customers because we take shipping damage comments seriously e.g. we use any customer return examples as part of our regular auditing of shipping partners to ensure we offer the best service we can to you and all our customers.

5. we may offer to return your purchased goods to you (free of charge) should your return be rejected, or depending on the exchange experience and at our discretion, you may be offered a Mozzie Cozzie gift card for the same value of these goods or less. We offer this because we always try to re-purpose all our products and components to give them a second life and support a circular economy, one that reduces consumption and waste.

We politely and assertively ask all shoppers to abide by these common sense rules. This is for the benefit of everyone’s future shopping so that brands do not have to pass the cost of excessive returns back to customers.

It is in this way, Mozzie Cozzie can simply absorb the legitimate returns in our operating costs whilst sustaining our focus on our helping customers get it right first time and enjoy their purchases from day one.

We believe we must all take responsibility for our environment and fellow humans.

Take your time to choose, ask if you need help and make your choices really good ones.

…REPAIRS, EXCHANGES & REFUNDS?

If our customers are in any way not 100% satisfied with their purchase and can return it to us in the required condition, we like to offer the following choices.

We offer repairs first and can do so seamlessly because our Repairs, Exchanges & Refunds occur in one place.

We have always worked alongside a leading alterations specialist from our first prototype, to our oldest customer’s repair, through to the development of our newest co-creation idea from our BZzClub community. Alternations Plus have over 25 years of tailoring ladies and gentlemen’s attire and are very much part of our Team:

Mozzie Cozzie Repair Shop: c/Alterations Plus, The Dixon Centre, Reepham Road, Hellesdon, Norwich, NR6 5PA

Together we care for all our Mozzie Cozzies, building up our expertise and helping our customers all the way through their purchase life cycle.

If you would like a bespoke service for repair, email a photo of what you are seeking and send with your Mozzie Cozzie to us at Itch2Stitch@mozziecozzie.com and we shall connect with you and do our best to make it so!

We cherish all our Mozzie Cozzie scars - they are the marks that prove amazing journeys.