FAQ

PAYMENT

PAYMENT METHOD

Credit Cards
We accept Visa, MasterCard and American Express. Note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

Paypal
PayPal express feature is available to speed through the checkout.

Store-Credit
You can also use store-credit. Each store-credit carries an individual code you can easily enter when completing the checkout.

AfterPay
AfterPay is an interest free payment plan option where you can spend up to $1,000. The funds for the first payment will need to be available on your card at the time of purchase. 

PAYMENT SECURITY

All transactions submitted through our website are protected by encryption which encrypts information you input to protect it from interception by outside parties.

MOS is committed to maintaining the highest levels of security and protection against fraud. While we make every endeavour to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder's authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.

ORDERING

Changing Or Cancelling An Order
If you need to change or cancel your order please contact our team straight away. We, unfortunately, cannot make any changes or cancel your order after it has left our premises. If you have any urgent changes please contact our team as soon as possible by emailing us at hello@mosthelabel.com . We pack and ship orders daily so cannot guarantee your requests can be made.

Pre-Orders
Pre-orders are items that are currently not in stock but will be arriving at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as the shipment reaches our warehouse. At this time you will receive an email with the tracking notification.

For orders that contain a combination of in stock item/s and pre-order item/s, please advise in the comments section of your order if you would like these items to be shipped separately so you receive your in-stock item/s straight away or if you would like these items to be shipped together. No additional postage charged will be incurred in these circumstances. Pre-order item/s will be shipped on the date advertised in description.

Item Out Of Stock?
If an item is out of stock please contact our customer care team hello@mosthelabel.com with the name of the style, colour and size you are after and we will endeavour to reply to you as soon as possible to let you know if and when an item will be restocked.

Need Help With Sizing?
We have a link to our size guide on every product page right underneath our ‘Add To Cart’ Button. Just click ‘product size guide’. We also give a description of fit in the product page, so have a look to see if an item runs big or small, or has any adjustable features.

Cannot Find Your Confirmation Email?
Depending on your settings and host, your mail may have been directed to a junk or ‘Promotions’ folder. Please check here first before submitting a contact form.

SHIPPING & DELIVERY

SHIPPING SERVICES

Please review our Shipping page HERE for more details on delivery times.  

Processing Time
Please allow 1-2 days for our team to pick and pack your order. Shipping time frames are in addition to our processing times.

Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.

Please note that once your order is on its way, we are unable to change the shipping address.

Possible Delays
We do our best to ensure the timely delivery of all orders, please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, your order can arrive outside of the estimated timeframe.

Tracking Your Order
You can track your order via our shipping confirmation email. Please allow a couple of hours as sometimes orders are not scanned straight away. If you do not receive your tracking details, please contact our team directly.

Gift Wrapping & Message
All MOS packages are gift wrapped with tissue paper. If you wish to include a personal note, please email hello@mosthelabel.com immediately after placing your order or leave a note in the comments section when placing your order.

RETURNS

MOS offers easy 14 day returns from the delivery date of your order.

Items purchased on sale, during a flash sale/promotional event or have used a promo code that discounts the order are only eligible for an exchange or store credit only. 

Items marked as 'final sale - no returns or exchanges' cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge. 

Please ensure you read the full Returns Policy before purchasing.

RETURNS POLICY
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll happily accept a return subject to the following conditions:

• Sale items or items purchased during a flash sale/promotional event are only eligible for a store credit or exchange;
• Full priced items are eligible for exchange, store-credit or a refund.
• Item/s must be returned within 14 days of receiving your purchase together with original proof of purchase from our online store;
• Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached;
• Item/s marked as "final sale - no returns or exchanges" cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge;
• Gift Cards may not be returned.
• We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe. Store-credit notes are valid for 3 years from the date of issue.

Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. MOS takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by MOS.

How To Return Your Order

To lodge a return or exchange please visit our Returns Centre HERE and follow the steps. Please then wait for an email to be sent to your inbox which will outline the next steps for your return. Also kindly ensure you check your junk box.

We recommend using a registered and trackable method of return shipment and note we do not accept liability for lost returns. 

You will receive status updates via email once we receive your parcel and again when it has been processed.

Processing Your Return
We endeavour to process refunds daily but please allow up to 3-5 business days for your return to be processed.

You will receive email notification of when our team has received and processed your return.

Faulty Items
We sincerely apologise for any inconvenience caused by receiving a faulty garment. Please contact our customer care team hello@mosthelabel.com with your order number and images of the fault and we will work with you to resolve it as soon as possible.

Please note that faulty items purchased from a MOS stockist are required to return to the place of purchase.

Promo Codes, Flash Sale & Promotional Event Returns Policy
All orders placed during a sale or warehouse/outlet sale event whereby the item purchased is at a discounted rate, are considered a sale item and normal sale policy apply. Returned item/s will be automatically processed as a store credit or exchange.

Items marked as 'final sale - no returns or exchanges' cannot be returned. If merchandise is returned despite this policy, you will be charged a $10 handling and processing fee.

Orders placed with our Welcome $20 Off Sign Up Offer are entitled to return for a refund, exchange or store credit.