In order for cases to be solved by Moehfashion, it is imperative that the package label (with shipping information) is provided. It is advisable to keep the label and document the process of unpacking the package.

Please note that modification or cancellation of orders can only be done within 24 hours of payment. Beyond that time frame, we will not be able to offer any assistance in regards to modifying or cancelling your order.

2. REPLACEMENT POLICY

Since all items are custom made, we will only entertain requests for reshipment if the following conditions are met. Rejections due to buyer-side reasons such as loss of interest in the item or providing an incorrect delivery address will not be accepted.

When returning items, kindly pack them securely and return to the address indicated on the package. Ensure that the items are in their original, unused condition. You must notify us of any issues with your order within 5 days of receiving the package and provide the following:

• The products have been damaged.
• The printing quality is blurry or materials are not as stated on our website.
• Different design or size from your order.
• Our other mistakes

EVIDENCE TO SUBMIT

For us to effectively support you, it is crucial to submit all necessary evidence regarding shipping or product errors. Please be advised that all required pictures must be sent, with examples provided in the attachments below:

1. Picture or video of the shipping label
2. Picture or video of product SKU
3. Picture or video of the product and the error you found out (material flawed, different design, different size)

Send them to our email, and make sure we have access to and view them.

We will send the replacement for Free within 15 days after the problem is sorted.

 

3. REFUND/ RETURN POLICY

In the event of seeking a refund or return, kindly reach out to us and provide a detailed explanation of your situation before sending the package back to us. It is imperative to communicate with us before returning any items. Packages sent without prior communication will be deemed as forfeited.

• Please be aware that we do not accept returns or refunds for items based on dissatisfaction with the material as these are specified in the product description.
• As each item is made to order and unique to your specifications (size, design, product type, etc.), no refund or return will be granted if the item is received in accordance with your order.
• Mistakes made by customers regarding shipping address or failure to receive the package due to customer absence, as well as loss of items due to inadequate security in the customer’s location (without adequate proof) will not be eligible for a refund.
• In the event that the recipient provided refuses to accept the package, a refund will not be issued.
• It is worth noting that in some instances, packages may be destroyed by Customs or the Carrier and customers may need to place a new order.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition is damaged or has missing parts for reasons not due to our error.
• Any item that reaches us after 30 days counting from the first shipment date.

Upon receipt and inspection of your returned item, we will send you a notification email. In some cases, you may be responsible for covering the shipping costs for the return of your item. The shipping fees from the original order are not refundable and will be deducted from the refund amount.

Late or missing refunds

• If you haven’t received your refund yet after we inform you, please first double-check your bank account.
• Second, you can contact your credit card company, it may take some time before your refund is officially posted.
• Third, please contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us.

Items not arrived

The return policy of 50 days is based on the shipping date. If 50 days have passed for US orders and/or 90 days for international orders and the package has not yet arrived, a refund or replacement will be offered based on your preference. Customers have the option of either a refund or a replacement.

Please note that this policy does not apply to errors made by customers in providing shipping information or missed parcel deliveries. Additionally, it is worth mentioning that shipping times for some items in our catalog may take longer than expected due to high demand.

Contact email: [email protected]