Refund policy

Because all of our products are custom-made to order, we do not accept general returns, exchanges, or cancellations once an order has entered production. Please carefully review your order details, including product size, color, and shipping address, before completing your purchase.

We do not offer refunds or replacements for:

  • Change of mind
  • Incorrect size selection
  • Incorrect color selection
  • Accidental orders
  • Buyer’s remorse

Please carefully review the sizing charts and product descriptions provided on each product page before placing your order.

Damaged, Defective, or Incorrect Items

We want you to be completely satisfied with your purchase. If your item arrives damaged, defective, or if you receive the wrong item, please contact us within 14 days of receiving your order at arrabella.moon@gmail.com.

Please include the following information in your email:

  • Your order number
  • A copy of your receipt or proof of purchase
  • A clear photo of the damaged, defective, or incorrect item
  • A clear photo of the shipping label
  • Whether you would prefer a refund or a replacement item

We will review your request and work with you to resolve the issue as quickly as possible.

Returns Authorization

Do not return items without contacting us first.

Our products are fulfilled by different specialized production facilities depending on the item ordered. Items sent back without prior authorization, or sent to the incorrect return address, may not be accepted and may not be eligible for a refund or replacement.

If a return is required, we will provide you with the correct return address and instructions.

Refunds

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

Please allow up to 10 business days for the refund to be processed after approval. Your bank, credit card company, PayPal, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at arrabella.moon@gmail.com.

Replacements

If your replacement request is approved, a replacement item will be produced and shipped free of charge.

Replacement items typically require 2–7 business days for production, plus standard shipping times.

Lost Packages

If your order appears to have been lost in transit, please contact us as soon as possible. We will investigate the issue with the shipping carrier and, where appropriate, arrange a replacement or refund.

Shipping Delays

We are not responsible for delays caused by shipping carriers, customs processing, weather conditions, labor disputes, or other circumstances beyond our control. However, we will do our best to assist customers in resolving delivery-related issues whenever possible.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us at:

Email: arrabella.moon@gmail.com