Customer care

Returns and Reimbursement

Returns and Reimbursement

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Customers are responsible for their own postage and customs costs to our Hong Kong fulfilment centre.  

As a brand, mou does not support fast fashion. We recommend that you carefully consider when you order. We are happy to help you with any sizing queries when placing an order. Please contact 

Click the profile icon in the store's navigation.

1. Log in to your account: 

2. Click the order that you want to submit the return for. 

3. If your order has more than one item, then select the items that you want to return. 

4. Select a return reason and add a note for the store. 

5. Click Request return. 

If your return request is approved, then you will receive an email with shipping instructions. Customers are responsible for their own shipping costs. After the product is returned and checked, you will receive a refund.

Items sent back to us without first requesting a return will not be accepted. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at

Customers are responsible for the postage costs of returns.

We strongly advise that all goods be returned via a recorded method of delivery (i.e. Royal Mail signed for, Royal Mail Special Delivery or via a courier) and that you get a 'proof of posting' certificate from your Post Office or carrier. This will cover you if the goods are lost in the post. Mou will not be held responsible for any returns that do not reach us and you will remain billed for lost items.

Unfortunately we cannot currently accommodate in-store returns.

In the rare and unfortunate event of your Mou item being faulty, please accept our apologies and contact us to discuss your options.

Please note the following:
Some of our products are hand woven from natural fibres. Any variations in weave or texture are inherent characteristics of the fabric. All hand embellishments may have variations - please treat your Mou products with care.

We do not currently offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.