Privacy policy

MOSS AND FOG - REFUND POLICY

The short version

If something is not right, tell us within 14 days of delivery and we will make it
right. We would rather you love what you own.

The window

Email us within 14 days of delivery to start a return. Once we reply with
instructions, send the item back within 14 days of that email. Returns that arrive
without prior contact, or outside these windows, cannot be refunded.

How returns work

Email admin@mossandfog.com with your order number and what you would like to do.
We will send the return address and instructions. Items need to come back unused,
in original condition and original packaging.

Once your return arrives and has been checked, we refund the item price to your
original payment method within 5 business days. Original shipping is not refunded,
and return postage is yours to cover.

Damaged or wrong items

If something arrives damaged, or we sent the wrong thing, that is on us. Email a
photo within 7 days of delivery and we will replace it or refund you in full,
shipping included. Do not send anything back until we have talked.

What we cannot take back

- Digital downloads. Printables, art prints and calendars are delivered instantly
  and cannot be returned, so all sales are final. If a file will not open or print
  correctly, email us and we will sort it out.
- Bath, body and fragrance. Balms, soaps, candles and fragrance samplers cannot be
  returned once opened, for hygiene reasons.
- Made to order items. Anything printed for you specifically does not exist until
  you order it, so it cannot come back for a change of mind or sizing. If one
  arrives flawed, send a photo and we will remake it or refund you in full.
- Gift cards. Non-refundable.
- Final sale items, where marked.

International orders

Customs duties and import taxes are the recipient's responsibility and are not
refundable. If an international order comes back to us because it was refused or
left unclaimed, we refund the item price minus outbound and return shipping.

Questions

Email admin@mossandfog.com and a human will answer.