Returns & exchanges

Returns policy

Online purchases can be returned within 30 days of purchase, as long as the item is in its original packaging with a valid receipt or proof of purchase. We can't accept returns after 30 days.

Custom and personalized pieces are made just for you, so they can't be returned unless they arrive damaged or faulty.

Eligibility

To be eligible, your item must be:

• In the same condition you received it: unused and undamaged
• With its original tags
• In its original packaging
• Accompanied by a receipt or proof of purchase

Restrictions

• Used or damaged products can't be returned.
• Original shipping costs aren't refundable.
• Return shipping costs are deducted from your refund.
• We may decline returns of damaged products.

How to return something

1. Email hello@moosemill.shop with your order details. Items sent back without a return request can't be accepted.
2. Once we've reviewed your request, we'll let you know whether it's approved. If it is, we'll send a return shipping label and instructions.
3. When we receive and inspect the item, we'll issue a refund to your original payment method, usually within 10 business days, depending on your bank.

Returns from outside Canada may take longer to reach us. If your refund hasn't appeared, check with your bank or card issuer first, as processing can take a few days.

Exchanges

We don't offer exchanges at this time, but we'll always try to be as accommodating as we can. Just get in touch.