First, check your order confirmation email. We send it straight after you place your order, and it shows the amount your card will be charged.

If the amount is higher than expected

Your bank may have added a small foreign transaction fee. Banks charge this fee themselves, so Mous doesn’t receive it and can’t refund it. If the difference isn’t explained by a bank fee, let us know straight away and we’ll look into it.

If you see a payment you don’t recognise

Contact your bank first. If your bank can’t or won’t refund you and you’re in the UK, you can contact the Financial Ombudsman Service. It can put things right if you’ve been treated unfairly.