Refund policy

Due to our products being made to order/personalised, we do not offer returns or exchanges. Please make sure you have spelled any names correctly before ordering. When checking out you will have to confirm your order details are correct.  In the event you spot a mistake after ordering, then please contact us at moonandbearuk@aol.com within 24hrs of placing your order. We canty guarantee orders can be changed as we may have already started your order. If your order  is not in production we may be able to cancel or refund your order/item.

Any orders sent back to us without prior communication and agreeing to accept the return, will be kept till and you as the customer will need to pay for postage for us to send back.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question at moonandbearuk@aol.com.

Damages and issues
If your item arrives by any chance faulty or defective, please email us within 48 hours of receiving your items at moonandbearuk@aol.com. Queries made after 48 hours cannot be investigated further unfortunately. All orders are quality checked after making and again when packing for shipping. Any items returned as faulty will be checked thoroughly for tampering. If an item is faulty, we will cover the delivery cost of returning the item to us. Please provide proof of ordering and postage of any faulty items sent back.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Any items sent back and upon inspection not at the request standard for a return, you will be fully charged for your order including postage.

Refunds
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 moonandbearuk@aol.com.