Refund policy
If something arrives damaged, broken, or simply not what we showed you, we will put it right. You have 30 days from the day your order is delivered to tell us, and one email is enough to start.
Email support@moonchildworld.com with your order number and a photo of the problem. We reply within 1–2 business days.
What we cover
We will refund or replace your item — your choice — if it arrives in any of these states:
- Damaged, cracked, bent or broken in transit
- The wrong design, colour, size or material
- A different item from the one you ordered
- Materially different from the photographs and description on the product page
- Missing from a delivered parcel
- Never delivered at all — see the 60-day guarantee below
Photographs make this quick. One clear picture of the item, and one of the shipping label if the parcel itself was damaged, is usually all we need. We do not ask you to fill in forms or chase reference numbers.
Returning an item
Please email us before sending anything back. Our stock ships from several different studios and warehouses, so the correct return address depends on which one made your item — there is no single address that works for every order, and a parcel sent to the wrong one can be lost for good.
Once you email us, we will confirm the right address for your order and tell you exactly what to do. For a faulty or incorrect item, we cover the cost of return where a return is needed at all — in many cases we can resolve it from photographs and you keep the item.
If we do ask for the item back, please return it unused and in its original packaging, with any tags, cards and inserts still attached.
Refunds
Once your refund is approved, we send it back to your original payment method within 2 business days. Your bank or card issuer then takes its own time to show it — usually 3–10 business days, occasionally longer over a weekend or holiday. That last part is out of our hands, but if it has been more than 10 business days and you still cannot see it, email us and we will send you the transaction reference to give your bank.
Original shipping is refunded too when the fault is ours.
Parcels that never arrive
If your parcel has not reached you 60 days after it shipped, we refund your order in full. You do not need to prove anything beyond it not having arrived, and there is no fee.
Exchanges
We are not able to offer exchanges. Almost everything we sell is either printed to order or held in limited quantities, so there is no shelf to swap from. If an item is wrong or faulty, we refund or replace it under the terms above — which gets you to the same place, usually faster.
Because so much of what we sell is made individually for you, we are also unable to accept returns simply because a different size, design or colour would have suited you better. Please check the size guide and photographs on the product page before ordering, and if anything is unclear, email us first — we would much rather answer a question than process a disappointment.
Cancelling an order
You can cancel within 6 hours of placing your order. A cancellation fee of 10% of the order value applies, which covers the payment processing and studio scheduling costs already incurred.
After 6 hours your order has usually been released to the studio or warehouse and can no longer be stopped. If it turns out that yours has not yet been released, we will always try to cancel it for you — email support@moonchildworld.com as soon as you can with your order number.
Items we cannot refund
- Digital downloads — printables, grimoire pages and similar files. Because they are delivered instantly and cannot be returned, these are non-refundable once the download link has been sent. If a file will not open or is not what was described, email us and we will fix it or refund it.
- Personalised and custom-made items where the text, name or image was supplied by you, unless the item itself is faulty or we made an error reproducing what you sent.
- Items reported more than 30 days after delivery. If something goes wrong later than that, still write to us — we will not pretend to have a policy that covers it, but we do read every message and we would rather know.
If you are not happy with how we handled it
Reply to our email and say so. It comes back to the same team and we will look at it again. We would far rather solve a problem with you directly than have you take it to your bank or leave it unresolved.
Contact
support@moonchildworld.com — we reply within 1–2 business days, Monday to Friday.
Moonchild World is a trading name of MOONCHI LTD, registered in England and Wales, company number 14285731. Registered office: 7 Coronation Road, Dephna House, London NW10 7PQ, United Kingdom. Our registered office does not accept returns — please email us for the correct return address.