Refund policy

More than anything, we want you to be happy with your purchase! If something doesn't look or feel right, please email us at moodpally@gmail.com or contact us through our Contact Us page. Our customer support team will review your request and work with you to find the best possible solution.

1. Defective, Damaged, or Incorrect Items

Moodpally accepts refund or replacement requests made within 20 days of the delivery date.

To help us resolve the issue as quickly as possible, please contact us with the following information:

  • Order number
  • Email address used to place the order
  • A description of the issue
  • Clear photos or videos showing the item you received
  • Photos of the packaging and shipping label, if the item arrived damaged or if an item is missing

If the issue is related to the quality, craftsmanship, damage, or an incorrect item, please provide clear photos or videos showing the problem.

We will review the information you provide and determine whether the item is eligible for a replacement or refund.

If your claim is approved, we will generally provide a replacement at no additional cost. If a replacement is not reasonably possible, we may issue a refund for the eligible item, including applicable shipping costs.

2. Customized and Handmade Products

Because our products are handmade and made to order, each item is individually crafted for you.

For this reason, we do not accept returns or exchanges simply because you changed your mind or no longer want the item.

We also do not accept returns or replacement requests resulting from:

  • Incorrect selection of size, color, design, or other options made by the customer
  • Incorrect personalization information submitted by the customer
  • Failure to review personalization details before placing an order
  • Damage caused by improper use, handling, washing, or care
  • Normal variations in color, texture, stitching, or appearance that naturally occur with handmade products

Please carefully review your order and all personalization information before completing your purchase.

3. Handmade Variations

Since every Moodpally product is handmade, minor variations in color, shape, size, stitching, yarn texture, and other details may naturally occur.

These variations are a normal characteristic of handmade products and are not considered defects.

Product colors may also appear slightly different from the images shown on our website due to lighting conditions, photography, and differences between individual screens or devices.

4. Shipping Issues

If your tracking information has not been updated for more than:

  • 20 days for orders shipped within the United States; or
  • 30 days for international orders,

you may contact us to request an investigation.

Depending on the circumstances and the outcome of the investigation, Moodpally may offer a replacement or refund for the affected order.

Please note that shipping delays caused by customs, shipping carriers, weather, holidays, or other circumstances outside our reasonable control may require additional investigation time.

5. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

We generally cannot offer refunds or replacements for orders that are delayed, returned, or delivered incorrectly because of:

  • Incorrect shipping address
  • Missing apartment/unit number
  • Incorrect ZIP or postal code
  • Other address information entered incorrectly by the customer

Please carefully review your shipping information before placing your order.

If you contact us before your order has been shipped, we will do our best to update the shipping information. However, we cannot guarantee that changes will be possible once an order has entered processing or shipping.

6. Sale and Promotional Items

Unless the item is defective, damaged, incorrect, or otherwise covered by this policy, sale and promotional items are generally not eligible for refunds or exchanges.

7. Replacement Policy

If your replacement request is approved, the replacement item will be made according to the original order details.

Replacement items cannot be modified after the replacement has been approved and production has begun.

Because our products are customized, you do not need to return the original item in cases where Moodpally determines that a replacement is appropriate, unless we specifically instruct you otherwise.

8. Order Cancellation & Modification

We want your order to be made exactly the way you want it.

You may request to cancel or modify your order within 1 hour of placing the order.

After 1 hour, your order may have entered processing or production and can no longer be canceled or modified.

Please carefully check all personalization information, names, colors, sizes, designs, and other options before submitting your order.

9. Refunds

If your refund is approved, the refund will be issued to your original payment method.

Please allow 7–10 business days for the refund to be processed and reflected in your account, depending on your payment provider or financial institution.

If you have not received your refund after this period, please contact us at moodpally@gmail.com.

10. How to Contact Us

If you have a question about a refund, replacement, damaged item, missing item, or other order issue, please contact us:

Email: moodpally@gmail.com

Phone: +1 (719) 306-0566

US Address:
1500 N Grant St
Denver, CO 80203
United States

Please include your order number and clear photos/videos of the issue whenever possible. This helps our team review your request and provide a solution as quickly as possible.