Refund policy

MADE TO ORDER — PLEASE READ BEFORE YOU BUY

Each moonbae piece is printed for you individually after you order. Because nothing is pre-made, we can't accept returns or exchanges for change of mind, or because a size doesn't fit. Please use the size guide on the product page before ordering — we're happy to help if you're between sizes, just ask before you order.

WHAT WE WILL REPLACE OR REFUND

We'll replace or refund, free of charge, if:

- the item arrives damaged
- the print is defective, misaligned, or clearly different from what's shown
- you received the wrong item, size or colour
- your order is confirmed lost in transit

HOW TO CLAIM

Contact us at moonstorepod@gmail.com within 7 days of delivery with:

1. An unboxing video — one continuous, unedited recording that starts before the package is opened and shows the sealed parcel and the item being removed
2. Clear photos of the fault
3. Photos of the outer packaging and shipping label
4. Your order number

Please film your unboxing. Without a continuous unboxing video our print partner will not accept a damage claim, which means we can't process one either. It takes ten seconds and it's the only proof that the fault didn't happen after delivery.

If the parcel arrives visibly damaged or wet, note it on the courier's delivery sheet before you accept it, and photograph it.

WHAT ISN'T A DEFECT

Size tolerance. Apparel is cut by hand and measurements vary by up to ±0.5 inches. This is standard for the industry and isn't a fault.

Colour. Screens render colour differently and printed colour varies slightly from what you see on your device. Minor variation isn't a defect.

Loose threads or minor marks that wash out.

Wear, damage or shrinkage from washing against the care instructions.

REFUNDS

Approved refunds go back to your original payment method within 5–7 business days of approval. Your bank may take a few days more to show it. Prepaid orders are refunded in full including original shipping where the fault was ours.

REPLACEMENTS

Approved replacements are remade and dispatched within 2–4 business days of approval, at no cost to you.

CANCELLATIONS

You can cancel for a full refund within 12 hours of placing your order, as long as it hasn't gone into production. Email us as soon as possible. Once printing starts the piece exists only for you and can't be cancelled.

Questions: moonstorepod@gmail.com