FAQs
- How do I get to your store?
- What are your store opening hours?
- How do I contact you?
- How do I search for a product ?
- I have seen a product but it no longer seems to be in stock
- How can I place an order?
- How do I use my promotional code?
- Can I cancel an order before it is dispatched?
- What cards do you accept?
- Are the payments by card really protected?
- How do I know if my order has been accepted?
- How long does it take for my order to be dispatched?
- Where does Mooch deliver to?
- How much does delivery cost?
- I made a mistake. I would like to change or cancel my order in progress. Is this possible?
- How can I follow the status of my order
- I’ve forgotten my login / my password
- How do I return an existing item?
- Is it possible to have gift wrapping?
- How do I change the information on my account?
- How do I subscribe or unsubscribe from the newsletter?
- Info for an Insurance claim – what can you provide ?
- How do I get to your store?
- Our address is Mooch, 3 West Street, Buckingham, Buckinghamshire, MK18 1HL. Click here to get directions. If you are using GPS/Sat Nav enter our post code : MK18 1HL.
- What are your store opening hours ?
- Our opening hours are Monday to Friday 9:30am to 5:30pm, Saturday 9:00 am to 5:30pm. However, our website is open 24/7, 365 days per year!
- How do I contact you ?
- You can e-mail us at info@mooch.co.uk or call us on 0844 556 0350 Monday to Saturday 9:30am to 5:30 pm. If you would like to write to us our address is : Mooch, 3 West Street, Buckingham, Buckinghamshire, MK 18 1HL.
- How do I search for a product ?
- There are a number of ways you can search for a product until you find exactly what you're looking for. You can browse through the categories at the top of each web page and then refine what you are looking for by clicking on each section, spilt into either product types (i.e. Jewellery) or branded types. Alternatively, if you know exactly what you want, just type in the product or brand into our search facility at top right of each page and you will get a list of options. Once you have found what you want, click 'add to shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Don't forget to check out our sale section, there’s some great bargains in there.
- I have seen a product but it no longer seems to be in stock
- We know how frustrating it can be when you have your heart set on an item and you go to buy it but it's out of stock.E-mail us and let us know what you are looking for , as even if we do not have it in stock we may be able to get it for you and we can certainly look for similar products that could be suitable alternatives for you.
- How can I place an order?
- The easiest way to order is from our website where you can place your order 24/7, 365 days a year, at whatever time of day or night suits you. Just follow these simple steps:
- Use the drop down menu at the top of every page to navigate to the categories you want to look at.
- Then simply click on the item you wish to order. Info will appear on availability and average time to dispatch.
- To purchase an item, select the required quantity and size if appropriate from the drop-down options and click 'ADD TO SHOPPING BAG ( ? )
- Follow the instructions on the screen to continue shopping or check out.
- After clicking 'CHECK OUT', you can either create an account with us which will allow you to shop faster, track the status of your order or create a wish list or you can simply complete your purchase as a guest customer. Once you have entered your delivery and credit/debit card details your transaction will be processed in a completely secure environment, and you will automatically receive an order confirmation email.
- How do I use my promotional code?
- First of all, make sure your promotional code is still valid. Please note that the promotional codes are only valid on the products specified on the www.mooch.co.uk website. A code is usable only once per person and is not refundable. The codes cannot be applied more than one at a time. If you have a Mooch promotional code, please enter the code in the box available on the 'SHOPPING BASKET' page then click apply.
- Can I cancel an order before it is dispatched?
- Yes you can. In order to be sure that we handle your request as quickly as we can please e-mail us at info@mooch.co.uk and also call us at 0844 556 0350 from Monday to Saturday from 9.30am to 5:30pm (GMT )
- What cards do you accept?
- We accept: Visa, Visa Debit, Visa Electron, MasterCard, Maestro and Solo. Transactions are in pounds sterling (£). If your credit card is in any other currency, the rate of exchange will be that of your card issuer and you may be charged an international fee by them. Payment online is in a secure environment.
- Are the payments by card really protected?
- At Mooch we take the security of the payments and the confidentiality of information that you give us very seriously. To ensure that you are well protected , our site www.mooch.co.uk uses a protected mode of payment SSL (Secure Socket Layer) which allows the encoding of your banking details during their transmission over Internet. You can see that the transmission is encrypted from the padlock symbol which appears in your web browser once you are on the page where you need to enter your card details. You have the choice to pay with your card via Sage Pay (the new name for Protx) or via Paypal. When you enter your card number to pay for your purchases, in reality you transmit your banking data directly to either SAGE PAY or PAYPAL which record them in its highly-protected server. This information is then forwarded to your bank for clearances and then the bank send us a message to confirm that your order is ok and that we can dispatch it.
- How do I know if my order has been accepted?
- After entering your card details and confirming payment, you will receive a confirmation email which will include a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.
- How long does it take for my order to be dispatched?
- We aim to send your order to you as soon as possible, ideally within 24 hours of receiving it. As you can imagine, this is not always possible so please look out for the dispatch message when you order each item. This will tell you how many days it will take to dispatch it. We usually send all the items in your order together.
- Where does Mooch deliver to?
- Padstow, Cape Town, Oslo ........ we send orders to countries all over the world.
- How much does delivery cost?
- Our delivery costs start from £3.95 which we hope you’ll think is great value when you consider how much you save on time and cost driving to the shops. For overseas deliveries please e-mail us at overseas@mooch.co.uk tell us what you would like to order and where it needs to be sent to and we will let you know the carriage cost as soon as possible.
- I made a mistake. I would like to change or cancel my order in progress. Is this possible?
- It depends on how far your order has progressed. Please contact us as soon as possible, with your order number and the details of your order, by email to: info@mooch.co.uk or call 0844 556 0350 Monday to Friday from 9.30am to 5:30pm (GMT ).
- How can I follow the status of my order?
- If you have created an account with Mooch, simply go to 'Sign in' at the top of the page and login with your email address and password. Once logged in, you will be able to follow the status of your order and see if we are waiting for stock to arrive or if your order has been dispatched.
- I’ve forgotten my login / my password
- If you are a registered customer, your login is the email address you entered when you registered. To get your password again, click on “Sign in” at the top of the homepage, then click on: “Forgot your password?" on the right hand side below and your password will be sent to your email address.
- How do I return an existing item ?
- We hope you’ll love everything you get from Mooch but if you do need to return anything we aim to provide a Returns Service that is easy for you. All items are potentially returnable except for bespoke/made to order and specially ordered items. From receipt, you have 3 days to decide if you want to return any item (including sale items) from your order. For both UK and International customers you must make your own arrangements for the return of goods through the postal carrier or courier service of your choice. Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want an exchange or a refund. Without these details we won't be able to take the right action. Once we receive the returned items we will inspect them and check they are in perfect order and will process your return as quickly as possible. So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your account. If you have not heard back from us within 7 days please contact us. Any refund will automatically be issued to the card used to make the original purchase . If you have requested a suitable replacement we will ask for payment for any additional costs to your card or, if the replacement item costs less, we will put through the appropriate credit to your card and let you know via email. In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
- Is it possible to have gift wrapping?
- We have a free gift wrapping service for most items. Just click Gift wrap for each item you would like wrapped.
- How do I change the information on my account?
- Go to 'Sign in' and enter your email address and password, you will then be able to change your details, view your past orders, wish list and set up reminders.
- How do I subscribe or unsubscribe from the newsletter?
- Hopefully you will find that the Mooch e-mail newsletter keeps you up to date with offers, information about new products and sale notifications. If you feel they’re not useful, just click on the link “If you do not wish to receive our newsletters any more, click here” located at the bottom of the Mooch E-newsletter.
- Info for an Insurance claim – what can you provide ?
- In the event that any item you purchased from Mooch is lost, stolen or damage after delivery to you , we can provide a copy of the original invoice and dispatch details.
