Sometimes things to wrong and in the event that a product arrives damaged, broken, gets lost in the mail or you’re not satisfied with the quality, please read the information below.
We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
Damaged Products or Missing Item(s)
Returns Policy
If a product arrives damaged, broken, or missing items on arrival please send an email to Lesley within 14 days of delivery and include the following information:
- A description of the problem or missing item(s).
- Details about how the order was packaged.
- Pictures of the damaged item(s) and its packaging (outside of the packaging and its inserts).
Providing clear pictures of the damaged item and packaging helps us expedite the process of sending a replacement order.
Lost Orders
If you believe an order has been lost in transit, please send an email to Lesley within 30 days of the estimated delivery date. We’re happy to send a replacement order on your behalf.
Unless you specifically request a refund, we will automatically place a reorder for lost orders.
Criteria for Lost Orders
Before contacting Lesley about a lost order, please confirm the following:
- The shipping address provided is correct and complete.
- You have contacted your local post office or the shipping carrier to attempt to locate the order.
- The order is not marked as delivered by the shipping carrier.
- Several working days have passed since the estimated delivery date (remember, the lost order claim must be submitted within 30 days of this date).
- There are no recent updates from the shipping carrier in the tracking link.
Please note that we may need to confirm the lost order status with the shipping provider.
Orders Marked as “Delivered”
If the tracking information shows the order as delivered, but you haven’t received it, it’s likely the package was left at the door or received by someone else at the address. We recommend checking for any delivery notes or contact the shipping provider for more information.
As we cannot verify non-delivery in cases where the tracking indicates delivery, we’re unable to offer a refund or free replacement order. However, you can place a paid reorder.
Processing Times for Replacement Items
As most of the products at Hush the Moon are custom made and personalised, please allow up to 2 days for production and a further 7-10 days for shipping.
Thank you for your understanding.