Refund policy
Do you accept returns?
Hopefully everything will be hunky dory and you won't need to return anything! But here are some terms in place so we both know where we stand if something goes wrong (although rare!).
All products from MooksGoo are made to order, which means each item is made especially for you when you purchase. Please ensure that you choose the correct size and product when you order.
If you're not happy with your purchase, please get in touch as soon as you receive the item by emailing goodies@mooksgoo.shop. You have up to 14 days after delivery to let me know you wish to return the item. If it's later than 14 days, unfortunately a refund won't be granted.
To start a return, email goodies@mooksgoo.shop including your order number. If faulty, please provide images, your order number, and a quick explanation. If your return is accepted, I'll let you know the address where to send your items. Items sent back without first requesting a return will not be accepted for a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need your order number.
Please retain your proof of postage when posting your items back. Buyers are responsible for covering the return postage.
You can always contact me for any return questions by emailing goodies@mooksgoo.shop
Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you've received the wrong item, so that we can evaluate the issue and make it right.
You can always contact me for any return questions by emailing goodies@mooksgoo.shop
Exceptions / non-returnable items
Certain types of items cannot be returned, like personalised products (unless it is damaged on arrival), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item by emailing goodies@mooksgoo.shop.
Returns or refunds are not eligible on sale items or gift cards.
Refunds
Please follow the process above (in the 'Do you accept returns?' section). Once your item is approved for a refund, 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 it's been more than 15 days, please email goodies@mooksgoo.shop.
Contact by email
Please note that I focus on email communications for all questions related to orders. Please don't request returns or refunds via Facebook, Instagram, or other social media platforms. The email address is goodies@mooksgoo.shop.