Returns Policy at MountCove

Our Promise to You

At MountCove, we want you to love every item you order as much as we loved creating it for you. We understand that sometimes a piece may not be quite right, whether it’s the fit, the style, or simply because you’ve changed your mind. That is why we have designed our returns policy to be as straightforward and fair as possible, giving you complete peace of mind when you shop with us.

We believe that shopping for clothing should be a pleasure, not a worry. Our team works hard to ensure that every garment meets our high standards for quality and craftsmanship, but we also know that personal taste and preference can vary. Whatever your reason for wanting to make a return, we are here to help make the process simple and stress-free.

Our Returns Guarantee

We are confident in the quality of every piece we sell, and we want you to feel confident too. If for any reason you are not completely satisfied with your purchase, we offer a straightforward returns guarantee. You have plenty of time to decide whether your new items are right for you, and we will happily accept returns for any reason within a reasonable timeframe from the day you receive your order.

This guarantee applies to all items purchased through our website, whether they are for you or chosen as a gift for someone special. We want every MountCove customer to shop with confidence, knowing that their satisfaction is our priority.

Condition of Returns

To ensure we can process your return smoothly and offer the same quality to future customers, we ask that returned items meet a few simple conditions. Items should be returned in the same condition you received them: unworn, unwashed, and with all original tags still attached. This helps us maintain the high standards that MountCove is known for and ensures that every garment we offer feels fresh and new for its next owner.

We kindly ask that you take reasonable care of the items while they are in your possession and that returns are suitably packaged to prevent damage during transit. Items that show signs of wear, have had their tags removed, or have been altered in any way cannot normally be accepted for return. This policy applies to all items unless they are found to be faulty, in which case different terms apply.

Faulty or Incorrect Items

While we take great care in inspecting every item before it leaves us, we recognise that occasionally things can go wrong. If you receive an item that is faulty, damaged, or not what you originally ordered, we sincerely apologise. Please let us know as soon as possible after receiving your order, and we will work with you to make things right.

For faulty or incorrect items, we will gladly offer a full refund or an exchange for the correct product, subject to availability. We may ask you to provide further details or photographs to help us understand the issue and improve our processes for the future. Your patience and cooperation in these rare instances are always appreciated.

How to Make a Return

We have aimed to make the returns process as simple and convenient as possible. To begin a return, we recommend visiting our dedicated returns portal, where you will find step-by-step guidance tailored to your order. The portal will walk you through the process, from selecting the items you wish to return to obtaining confirmation of your return request.

Once your return is registered, you will receive clear instructions on how to package your items securely and where to send them. We encourage you to use a tracked shipping service, as this provides both you and us with peace of mind and allows you to monitor your return’s progress until it reaches us.

Please ensure that your return package includes your order details, such as your order number and the name associated with the purchase. This helps our team identify your return quickly and process your refund without unnecessary delay.

Processing Your Refund

Once your return arrives at our returns centre, our team will inspect the items to ensure they meet our return conditions. We aim to process all returns as swiftly as possible, typically within a few working days of receipt. You will receive an email confirmation once your return has been processed and your refund has been initiated.

Refunds will be issued to the original payment method used for the purchase. Please be aware that the time it takes for the funds to appear in your account can vary depending on your bank or card issuer. We appreciate your patience while the transaction completes its journey back to you.

If you returned items that were purchased as a gift, we will process the refund to the original purchaser’s payment method. Unfortunately, we are unable to exchange gift purchases directly, but the recipient is always welcome to use the refund amount toward a new selection that suits them better.

Items Not Eligible for Return

For hygiene and safety reasons, certain items are not eligible for return unless they are faulty. These include products such as earrings, swimwear where the hygiene seal has been broken, and certain other intimate items. We clearly mark these products on their product pages, and we ask that you consider your purchase carefully before ordering.

If you have any questions about whether a particular item can be returned, we encourage you to check the product information carefully or reach out to our team before placing your order. We are always happy to provide clarification and help you make an informed decision.

Exchanges

If you love a MountCove style but need a different size or colour, we recommend returning your original item for a refund and placing a new order for the desired item. This is often the quickest way to secure your preferred choice, as it ensures the new item is reserved for you immediately upon placing your order.

Our stock levels can change quickly, and this approach guarantees that you do not miss out while waiting for an exchange to be processed. If you need assistance finding the right size or have questions about fit, our online size guides and detailed product descriptions are excellent resources to help you choose with confidence.

Returning Items from Outside the UK

We welcome customers from around the world and are delighted that MountCove clothing is enjoyed internationally. If you are returning items from outside the United Kingdom, please be aware that you are responsible for the cost and arrangement of the return shipment. We recommend using a reliable international courier service that provides tracking, as we cannot be responsible for items lost in transit on their way back to us.

Please clearly mark the package as a return and include all necessary customs documentation to avoid delays. International returns may be subject to customs inspections or charges, and unfortunately these fees, if any, are the responsibility of the sender. We are unable to refund any customs duties or taxes originally paid on international orders, as these are levied by your local authorities.

Your Rights

This returns policy does not affect your statutory rights as a consumer. Under applicable consumer protection laws, you have certain legal rights regarding the return of goods, refunds, and cancellations. Nothing in this policy is intended to limit or exclude those rights, and we are fully committed to complying with all relevant legislation governing distance selling and consumer contracts.

We believe in treating our customers fairly and with respect, and we aim to go above and beyond your legal entitlements to ensure you are completely satisfied with your MountCove experience.

Questions and Assistance

We know that occasionally you may have questions about the returns process or need help with a particular situation. Our customer care team is always ready to assist you with kindness and expertise. Whether you are unsure about sizing, need advice on returning an item, or have a unique circumstance you would like to discuss, we are here to listen and help.

The best way to reach us is through our online contact form, where you can describe your query and provide your order details. We aim to respond to all enquiries promptly and will do everything we can to resolve your issue and ensure you feel supported throughout your journey with us.

Our Commitment to You

At MountCove, our relationship with you matters more than any single transaction. We are building a brand based on trust, quality, and genuine care for the people who choose to wear our clothing. Our returns policy is designed to reflect these values, giving you the confidence to explore our collections freely, experiment with new styles, and enjoy the experience of discovering pieces you will truly love.

We are continuously reviewing and improving our processes to serve you better. If you have feedback on your returns experience, whether positive or constructive, we would be grateful to hear it. Your insights help us grow and ensure that we remain a brand you can rely on, now and in the future.

Thank you for choosing MountCove. We hope your return, if needed, is handled smoothly and that you continue to enjoy exploring everything we have to offer at mountcove.com.