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.