Refund policy
At Maisie Moo Makes, each item is thoughtfully made with care — most of our products are personalised and made to order, which means every piece is uniquely yours.
Personalised Items
Because personalised (custom name, colour and/or font styles) items are handcrafted just for you, we're unable to offer refunds or exchanges on these products. In the unlikely event that your order is received damaged, the item will be replaced as soon as reasonably possible. If a refund is agreed instead, the damaged item must be returned before any refund can be processed.
If you need to cancel an order with personalised/customised items, you must do so within 12 hours of the order being placed. After this time, your item will be in production (the next business day), and a refund cannot be given.
Refunds cannot be given for "change of mind", or "dislike of customisation" (colour/font) choices.
Non-Personalised Items
We’re happy to accept returns or exchanges on non-personalised items within 14 days of delivery, as long as the item is unused and returned in its original packaging. Please try to avoid over-ordering with the intention of returning some items, as we are a very small business and cannot easily absorb card transaction fees that we have paid to process your payment.
How to Request a Return
To start a return, please contact us via email with your order number. Refunds are issued to your original payment method once your return has been received and approved; please allow a few days for inspection and processing. Items sent back without first requesting a return will unfortunately not be accepted.
Return Shipping
Return shipping costs are the responsibility of the customer. We recommend using a tracked postal service to ensure your parcel gets back to us safely.