Refund policy

We have a 30-day Review ("refund") policy, which means you have 30 days after receiving your item to request a Review.

Review requests fall into the following categories:

  1. Refund
  2. Replacement

To be eligible to request a Review, your item must be in the same condition that you received it, unworn or unused, with any applicable tags, and in its original packaging. You’ll also need the receipt or proof of purchase, or the order number.

To start a request, you can contact us at mooresdepartmentstore@gmail.com. Please include your original order number, and a photo of the items.

If your request is accepted, sort it out for you.

Damages and defect 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.

We will replace or reprint an item if it has been delivered with defects or incorrectly (wrong design, style/colour/sizes). On receipt of a photo of the item received (and confirmation of the error on our part), we will reprint and send out a replacement at no charge. You don’t even need to send back the incorrect goods: you get to keep it.

You can always contact us for any Review question at mooresdepartmentstore@gmail.com.

Change of mind

Because each item you order is custom printed just for you, we aren’t able to offer exchanges or refunds due to a change of mind. ‘Change of Mind’ includes but not limited to

  • You simply prefer another sizing (or you don't fit the size you ordered)
  • You ordered the wrong colour or design

For this reason, we strongly encourage you to check the sizing chart to make sure you order the correct size to fit you.

Exceptions / non-returnable items
Certain types of items cannot be returned (unless subject to damage as above), like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

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

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.

Refunds
We will notify you once we’ve received and inspected your Review request, and let you know if the refund or replacement was approved or not. If a refund is 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 received your Review request, please contact us at mooresdepartmentstore@gmail.com.