Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at a1colleen@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at a1colleen@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Moody Hoody Shop — Return & Refund Policy

Last updated: 16 September 2025

Made to order

All Moody Hoody Shop products are custom printed on demand just for you. Because of this, we do not accept returns, cancellations, or change-of-mind refunds once an order has been placed and confirmed.

This does not affect your rights if your item arrives faulty, damaged, or incorrect (see “Faulty or damaged items” below).

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

Faulty or damaged items (the only returns we accept)

If your order arrives damaged, defective, or you received the wrong design/size/colour compared to what you ordered, we’ll put it right.

What to do

  • Email: a1colleen@gmail.com

  • Subject: Faulty Item – Order #12345

  • Include: your order number, a brief description of the issue, and clear photos of the item/defect, the packaging, and the packing slip.

Time window
Please contact us within 30 days of delivery. We’ll assess your claim promptly.

Resolution
Once approved, we will at our discretion:

  • Replace the item like-for-like, or

  • Refund you to your original payment method.

Return shipping
If we need the item back, we’ll provide a prepaid label. Items returned without prior approval will not be accepted.

Exchanges

Because our products are custom made, we can’t offer exchanges for size or style changes.
If your item is faulty and an exchange is approved, we will replace it with the same item/size that you originally ordered (or offer a refund if a replacement isn’t possible).

European Union cooling-off period

For standard (non-custom) goods shipped into the EU, consumers generally have a 14-day right to cancel.
However, this legal cooling-off right does not apply to goods that are made to the consumer’s specifications or clearly personalised. Since our items are custom printed, the 14-day cooling-off period does not apply to our products, except where required by local law for specific issues such as defects.

If we ever offer non-custom items in the future, the cooling-off period would apply to those items provided they are returned unused, in original packaging, with proof of purchase.

Refunds

We will notify you once we’ve received and inspected any return we requested, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded to 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 approved your refund, please contact us at a1colleen@gmail.com.

Non-returnable items

  • Custom printed items (all standard Moody Hoody Shop products) – except where faulty/incorrect

  • Sale items

  • Gift cards

Need help?

Questions about your order? Email a1colleen@gmail.com with your order number and details.