Return & Exchange Policy
At mabelsandmoss.com, we take great care in curating and crafting items meant to bring lasting comfort and beauty into your home. Our goal is for you to be completely delighted with your purchase. If an item does not meet your expectations, we offer a straightforward return and exchange process.
1. Return & Exchange Eligibility
To be eligible for a return or exchange, the item must be in its original, unused, and resalable condition. This includes all original packaging, tags, labels, and any protective wrappings. For hygiene reasons, we cannot accept returns on certain personal care items unless the product is sealed, unopened, and in its original packaging.
2. Return & Exchange Window
We accept returns and exchanges for eligible items within a specified number of days from the date you receive your order. Please initiate your request within this period. We are unable to process requests received after this window has closed.
3. Initiating a Return or Exchange
All returns and exchanges must be initiated through our online portal. Please visit mabelsandmoss.com and navigate to our Returns & Exchanges page to start the process. You will need your original order number and email address. Please do not ship items back to us without first receiving a Return Merchandise Authorization (RMA) number and official instructions, as unauthorized returns may not be accepted.
4. Return Shipping & Refunds
Once your return is received and inspected at our studio, we will send you an email notification of its approval or rejection. If approved, your refund will be processed to the original method of payment. Please note that the cost of original shipping is non-refundable, and return shipping costs are the responsibility of the customer, unless the return is due to an error on our part or a defective item. Refunds may take time to appear in your account, depending on your financial institution’s processing times.
5. Exchanges
For exchanges of the same item in a different color or style, please follow the standard return process and place a new order for the desired item. This ensures you receive your new selection promptly. If you are exchanging an item for one of a different value, standard refund or charge procedures will apply.
6. Damaged, Defective, or Incorrect Items
We are committed to quality and accuracy. If you receive an item that is damaged, defective, or incorrect, please contact us immediately via the form on mabelsandmoss.com with your order number and details, including photographs of the issue. We will provide a prepaid return label and arrange for a replacement or full refund at no cost to you.
7. Final Sale Items
Certain items, such as seasonal clearance or specially marked products, are considered final sale and cannot be returned or exchanged. This will be clearly indicated on the product page at the time of purchase.
8. Non-Returnable Items
For the safety and well-being of all our customers, we cannot accept returns on:
- Used, opened, or damaged personal care products.
- Items that have been altered from their original condition.
- Items not purchased directly from mabelsandmoss.com.
9. International Returns
Customers returning items from outside our primary shipping country may be responsible for any applicable customs duties and taxes associated with the return shipment. These are not reimbursed by mabelsandmoss.com. We recommend using a trackable shipping service and retaining your proof of postage.
10. Policy Updates
We reserve the right to modify this Return & Exchange Policy at any time. The most current version will always be posted on this page at mabelsandmoss.com.
For any questions regarding your return, please contact our customer care team through our website. We are here to ensure your experience with mabelsandmoss.com remains positive and serene.