shipping, return and exchange policy
TIMING + PROCESS:
Everything here at MOSS GREY is ‘made-to-order’ - except for our Ready to Wear items. Made-to-order means that when you order a piece, it is cut and sewn specifically for you. Generally, we do not keep an inventory of pieces in our studio.
Our intention is to have your garment shipped to you within estimated time as indicated on the website. Lead times can vary throughout the year depending on volume of orders.
Should an order cancellation be required on your end, within 48 hours of placing your order, you will be charged a $20.00 cancellation fee.
We are unable to cancel or change orders more than 48 hours after the order has been placed.
When your order is made and paid for it is considered confirmed and final - we cannot make changes upon request after the fact as we have a system of procedures that go through various personnel - and have the potential of getting missed - causing heartache on your end.
If you have any questions about fit or small adjustments please email us in advance and if there are any small adjustments we have agreed to you will be asked to make a small note at checkout as an extra assurance. Thank you for understanding.
SHIPPING:
We offer two options for shipping in Canada and the US: shipping with tracking and insurance, or simple shipping. If you choose this second option, note that there will be no tracking and insurance on your package, and no guarantees on shipping timelines.
Once parcels have been processed by Canada Post they are then the property of Canada Post who are legally responsible for lost or damaged goods. Should your package become lost, we will work with you and Canada Post as needed in the recovery process, however, we are not responsible for refunding an item if it has been lost in the mail.
We will send you an email with your tracking information, should you choose that option, when your parcel is en route.
Please keep your tracking information if it ever comes to an investigation.
Should you require shipping but did not chose a shipping option (and do not qualify for free shipping) we will send you a separate invoice for shipping via Square.
MOSS GREY is not responsible for incorrect mailing information. Please make sure you include your address when entering it in the checkout process - this includes your apartment number and correct postal code just to be on the safe side! The form requests your phone number, which is just in case Canada Post needs to get in touch with you re: your parcel.
MOSS GREY is not responsible for duties + taxes incurred at customs.
Please know that customs can delay the arrival of your parcel.
If you live locally and would like to pick up your purchase at our Cumberland studio, please choose the option for Local Pick Up at the check out. Please only use this option if you are local. We will send you an email to arrange a pick-up time when your order is ready.
If you live outside of Canada and the US then please contact us directly at hello@mossgrey.ca to discuss shipping options.
EXCHANGES:
A note on definitions:
An exchange is when you send an item back to us so we can replace it.
A refund is when you send an item back to us and we refund your money.
We do not offer refunds.
We may offer exchanges for another garment or for shop credit, as detailed below.
We are a small business, trying to meet both our needs and the customer’s. Each item is made to order and we do not keep a back stock of garments.
If the item doesn’t work for you we can offer you an exchange for credit. You must contact us first to confirm the return before shipping - we will not receive a return without our consent and will be shipped back to you at your expense.
The return shipping cost will be on your end. Credit will be for the cost of the item(s) only and not for shipping.
Once the item has arrived and been confirmed to have not been washed or worn we will proceed with the credit/exchange.
Depending on our initial conversation we will confirm your credit or begin the process of exchange.
Sizing is very important when placing orders! Please compare your measurements with the garment dimensions before ordering. You can email hello@mossgrey.ca with any further sizing questions, we are here to help.
We do not offer exchanges if the item is damaged due to personal breakage, damage, or general wear and tear. Please see our ‘fabric care’ section for full details on the materials used to create your garment, and how to properly care for them.
If you wish to exchange an item, you must first contact us at hello@mossgrey.ca. At our discretion and on a case by case basis, depending on the situation and current stock needs in our studio. We may choose to offer an exchange for a different piece or an exchange for shop credit.
You must notify us within 10 days of receiving your order, and follow the procedure in the returns section below.
All customized items and sale items are FINAL SALE - we do not offer returns/refunds/exchanges on custom or sale items.
RETURNING AN ITEM IN FOR EXCHANGE:
We will only accept returned items, for exchanges or credit, under certain circumstances as detailed above.
Please email hello@mossgrey.ca BEFORE you ship an item for return. Items returned without consent will be refused and shipped back to you at your expense.
US/International orders must state “returning Canadian goods” with zero value - so we do not pay duty on our own products. if this has been neglected to be done we will need to deduct that from your exchange value.
Items returned must be unwashed, unworn, and with original tags. Shipping costs back to the studio are the responsibility of the purchaser, and the package must be tracked.
Upon delivery and inspection of garment/item at the studio, the item for exchange will be entered into our roster for a remake, or a shop credit will be issued with email confirmation - at our discretion.
Replacement items will be subject to the current lead time for website orders, as well as the customer will be invoiced for the cost of shipping the new item.
We do not issue refunds on returned items.
We reserve the right to charge cleaning fees and restocking fees on returned goods. If your item is returned to us with dirt, debris, or smell (strong perfume or fragrance, excessive pet hair, strong detergent smell, etc.) you will be notified, sent images, and charged a 20% cleaning fee. If your item is returned with stains or smoke smell, it will be returned to you and will be considered final sale. Customer is responsible for all return shipping costs, and the package must be tracked.