FREQUENTLY ASKED QUESTIONS
We’ve put together answers to many of the most common questions below. Before reaching out, please take a moment to check our FAQs. If you don’t find what you’re looking for, feel free to contact us through our Contact Form—we’re happy to help!
Retail and Support
How Can I Contact Customer Suport?
You can reach our Customer Care Team through our Contact Form or at: CustomerCare@MoorlandClothing.com
Our Team are available Monday to Friday 09:00p.m - 17:00p.m - Exluding Holidays
The Product I Want is Sold Out, Will It Be Restocked?
While it's currently sold out, we are working hard to restock as soon as possible. Keep an eye on our website and social media for updates, or feel free to sign up for our newsletter to be the first to know when it's available again.
Where Are The Products Made
As a new and growing company, we don't maintain a large stock of items just yet. For single-color printed products, we take pride in screen printing them ourselves in our lovely home in North Devon. For multi-color designs or when our demand is high, we work with a trusted supplier based in Wolverhampton to ensure quality printing and timely delivery.
Orders and Shipping
Where Is My Order?
Once your order is successfully placed, you'll receive a confirmation email. If you haven't received it within an hour, please check your spam or junk folder. If the email isn’t there, it's possible your order was not processed. In that case, we recommend trying again or reaching out to our Customer Care Team for assistance.
When Will My Order Ship?
We aim to pick and print your order within 2-4 business days. However, please keep in mind that public holidays may cause additional delays. Once your order is ready, you'll receive a notification with the shipping details. Custom or multi-color prints may take a bit longer, but we'll always keep you updated!
Which Couriers Do You Use?
Most of our orders are shipped using Evri or Royal Mail. We choose these couriers for their reliability and commitment to delivering your items safely and promptly.
Where Do You Ship?
At the moment, we only ship within the UK. We hope to expand our shipping options in the future, so stay tuned for updates!
Can I Change/Cancel My Order?
If you need to change or cancel your order, we may be able to assist you as long as it hasn't been dispatched. However, please note that we can't guarantee changes will be processed in time.
To avoid any issues, please double-check that all your information is correct before placing your order. If you have any questions, feel free to reach out to us using our contact form!
Where Can I Find My Tracking?
Once your package has left us, we'll send you an email with the tracking number. This will allow you to monitor your shipment's journey right to your doorstep!
What If My Package Is Lost Or Stolen?
Please note that we are not responsible for lost or stolen packages. To ensure safe delivery, we recommend sending your orders to secure locations where someone is available to receive the package.
If your package is marked as "Delivered" or shows a final scan, we cannot file lost-in-transit claims or offer refunds.
If you haven’t seen an update to your tracking after 20 consecutive days, please contact us by submitting a ticket through our contact form, as your package may be lost. If the carrier confirms the package is lost, we will either provide a replacement order (depending on available inventory) or issue a full refund. Please keep in mind that claims cannot be submitted after 90 days from the original order ship date
Returns and Exchanges
What Is Your Returns and Exchanges Policy?
We offer a hassle-free 30-day return or exchange policy. You have 30 days from the date you receive your item to request a return or exchange. You can read more about this here. If you have any questions about the process, feel free to reach out for assistance!
There Is a Problem With My Item, What Do I Do?
We're sorry to hear that you're experiencing an issue with your item! Please contact us as soon as possible through our contact form, providing details about the problem along with your order number. We'll do our best to resolve the issue promptly and ensure your satisfaction.
Do You Provide Return Labels For Returned Items?
Unfortunately, as a small business, we are unable to absorb the cost of return labels at this time. However, please reach out to us if you have any questions or need assistance with the return process, and we’ll do our best to help!
Payment Methods
Store Credit & Gift Cards
Please note that gift cards and credit notes are valid for 12 months from the date of issue.
The email containing the gift card is typically sent to the recipient within 24 hours of purchase. Unfortunately, we cannot delay the sending of gift cards. If you're purchasing one for a specific date, we recommend sending it to yourself first, then forwarding the email to the intended recipient once you receive it.