Refund policy
Everything we make is personalised and made to order just for you, which means our returns policy works a little differently to a standard shop. Here's exactly where you stand.
Personalised & made-to-order items
Because each item is made to your specification, we're unable to accept returns or exchanges simply because you've changed your mind. This is in line with the Consumer Contracts Regulations 2013, which exempt personalised and bespoke goods from the usual 14-day cancellation right.
Please do double-check before you order:
- Spelling, names and dates — we print exactly what you type, including capitalisation
- Sizes and dimensions — full measurements are on every product page
- Colours and design options — screen colours can vary slightly from the finished item
This doesn't affect your rights if something arrives faulty, damaged or not as described. Those rights are set out below and can't be signed away.
If your order is faulty, damaged or wrong
You have 30 days from receiving your order to let us know and claim a full refund. This is your statutory right to reject under the Consumer Rights Act 2015, and it applies to personalised items too.
This covers items that are:
- Damaged or broken in transit
- Faulty or poorly made
- Not what you ordered
- Personalised incorrectly by us (i.e. different to the details you submitted at checkout)
Get in touch at hello@jeanandmoon.com with your order number and a photo of the issue, and we'll sort it — refund or replacement, whichever you'd prefer. We'll cover any return postage.
After 30 days: for the first six months we'll repair or replace a faulty item free of charge. If that isn't possible or doesn't fix it, you're entitled to a refund. Your statutory rights continue for up to six years in England, Wales and Northern Ireland, and five years in Scotland.
Mistakes in personalisation
If we've made the error, it's on us — see the section above.
If a spelling or detail was entered incorrectly at checkout, we're not able to offer a refund or replacement, as the item has been made to those instructions. That said, if you spot a mistake, email us straight away. If we haven't started making your order we'll happily amend it at no cost. We usually begin production within 24 hours, so the sooner you tell us the better.
Changing or cancelling an order
Contact us as soon as possible at hello@jeanandmoon.com. If your order hasn't gone into production, we'll cancel or amend it and refund you in full. Once production has started we can't cancel personalised items, though we'll always do what we can to help.
Non-personalised items
If you've bought something from us that isn't personalised, you have the right to cancel within 14 days of receiving it, for any reason. Let us know within that window, then return the item to us within a further 14 days.
- Items must be unused and in their original condition and packaging
- Return postage is at your cost unless the item is faulty
- We'll refund the purchase price plus standard outbound delivery within 14 days of receiving the item back
How refunds are issued
Refunds go back to your original payment method. Once we've processed it, allow 3–5 working days for the money to appear, depending on your bank or card provider. We'll always email to confirm when a refund has been sent.
Getting in touch
Email hello@jeanandmoon.com with your order number and, where relevant, a photo. We aim to reply within [1–2 working days].
Nothing in this policy affects your statutory rights.