Refund Policy

Refund Policy

We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unused, with original tags, and in its original packaging.

How to Start a Return

Please contact us at order@moodstories.com to initiate a return. If your return is approved, we’ll send you detailed return instructions on how and where to send your package.

Note: Items sent back without prior approval will not be accepted.

Items That Cannot Be Returned

In line with EU consumer law, the following items cannot be returned:

  • Sealed goods that are not suitable for return for health or hygiene reasons once unsealed (e.g. underwear, swimwear where the hygiene seal has been broken).
  • Items made to your specifications or clearly personalised (custom or made-to-order items).

Damages and Issues

Please inspect your order upon arrival. Contact us immediately — within 7 days of delivery — if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. In this case, we will arrange the return at no cost to you and offer a replacement or a full refund, including return shipping.

Exchanges

The quickest way to get what you want is to return the item and place a new order once the return is accepted.

Return Shipping Costs

Return shipping is at the customer’s expense, unless the item is defective, damaged, or incorrect:

  • Within the European Union: a flat return shipping fee of €15 applies. If you use our prepaid return label, this amount will be deducted from your refund.
  • Outside the European Union: you arrange and send the parcel back yourself, at your own expense, including any customs, duties or import charges. These costs are non-refundable.

Refunds

Once we've received and inspected your return, we'll notify you if the refund was approved. If so, we will process your refund within 14 days, using your original payment method.

Please remember it can take time for your bank or credit card company to process and post the refund.

If you have any questions, feel free to contact us at order@moodstories.com.