Refund policy

Every Moonbeam & Owl piece is created just for you once you order. Because each item is made to order, we can't take returns for a change of mind. If something arrives wrong, we will make it right.

What we cover

Items that arrive damaged
Items with a production defect or design error
The wrong item, size, or color was sent
Packages lost in transit (see our Shipping policy)

For any of these, we will send you a free replacement or give you a full refund for the affected item.

How to request a replacement or refund

Email us at contact@moonbeamandowl.com within 30 days of delivery with:

Your order number
A clear photo of the item showing the issue
A photo of the shipping label, if the item arrived damaged

You do not need to send the item back unless we ask you to.

What we can't cover

Change of mind or ordering the wrong size (please check the size chart on each listing before ordering)
Spelling or name errors entered by the customer on personalized items
Small color differences between your screen and the finished item
Wear and tear after the item has been used or washed
Requests made more than 30 days after delivery

Cancellations and changes

Orders go into production quickly. If you need to cancel or change your order, email us as soon as possible. If production has not started, we will cancel or update it for you. Once production starts, we can't cancel the order.