FAQ

Here’s where you will find the answers you are looking for

General FAQ

How are your products made?

Moose Disco is owned by a designer illustrator and is not like the majority of large ‘big name’ catalogue shops you find online. We are just a small business selling alternative, unique and personalised designer products.

Our products are printed, made up and shipped on a ‘per order’ basis. We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.

We also have a preference to use a local fulfilment centre in Cornwall for some of our tShirts and hoodies destined for UK addresses.

How do I look after my Leggings?

Size up if in doubt

Your leggings are printed and then sewn together. Like all printed stretchy fabric the printed layer can be pulled apart when stretched, giving a sheer appearance. For this reason we always advise to size up if you are in any way unsure whether you will stretch the fabric too much when fitting into your leggings.

Keep your leggings away from scratchy surfaces – like walls

Similarly, with the fabric base colour being white, we advise that you avoid scratching the printed surface by sitting on rough surfaces such as walls or putting the leggings in the wash with rough fibres.

Any hard scratchy surface is a hazard to the quality of the print on the leggings. When you pull the fibres, the white un-printed part will show through and spoil the look of the leggings.

Will the leggings look sheer when I bend or stretch?

These leggings are printed first and then sewn together. The base is white, and the printing ink is applied on the top of the fabric surface. If the leggings are stretched considerably then the white material shows through as the printed threads are pulled apart. This is the nature of printed stretchy fabric.

The white under-layer showing through is totally normal if you are trying to fit into a smaller size. If you are in any doubt about sizing – order a size up to prevent over-stretching of the fabric.

If you are still in doubt about this issue you could buy a lighter colour design or a more fussy pattern to disguise this common issue.

How should I clean my Moose Disco hats?

The best way is to hand-wash them, don’t put them in a washing machine. This will help with retaining their shape and won’t diminish the quality of the embroidered design.

We recommend you wash them with a mild detergent (not bleach), in lukewarm water. If there are any spots that require more attention, then you can use a brush with soft bristles.

About Product Availability

A product isn't available anymore what should I do?

If you can’t find the product you wanted to buy please contact us and we will try to find it for you. If it is out of stock, don’t worry we can email you as soon as we have more available. Products go in and out of stock all the time, but because we use a fulfilment centre and not a finite inventory, we can usually have the product back online within a couple of days. However, if the product is listed as limited stock then we are afraid it will be gone.

If you want a personalised item that is no longer available – contact us we may be able to do that for you.

Don’t forget to sign up to our newsletter to hear about what’s in, what’s out, what’s new and what’s back in stock!

I live in Australia, why can't I buy Canvasses and Framed Prints?

Australia has strict laws for what can be imported into the country. Wood products are especially regulated as they can contain timber borers, insect pests, bark, and other potential bio-hazards.

The regulations and treatment processes for importing wooden products into Australia are incredibly difficult to maintain, so for that reason we don’t ship canvases or framed posters there.

About Post and Shipping

Why haven't I received all my items in one package

Your order may contain products that do not ship together. This means some portion of your overall order is already complete and we are still working on another shipment for the rest of your order.

A lot of the time this is because some of the items you ordered are stocked by different fulfilment centres. We use different businesses to complete your order because:

  • Stock was unavailable at one of our fulfilment centres
  • We have to get that item printed with someone else
  • Part of your order was completed quickly, and the rest of the order will take a little longer
  • We are waiting on some products in your order from our suppliers
  • It was cheaper to ship this way, which kept your shipping charge as low as possible

If you have waited long enough and you suspect that you have only half your order and the rest has been forgotten contact us and we will try to hunt it down for you.

Please see our page on delivery times for more information.

Where is my tracking info to track my parcel?

It will 3 to 5 working days to fulfil your order and then it will be shipped.

We use trackable proof of delivery. So, as soon as we get the shipping details we will be able to email you the tracking code.

If you think we have forgotten you contact us and we will look into the status of your order and get back to you with some updates.

Please see our page on delivery times for more information.

When will I get my order?

It takes 3-7 business days to fulfil an order, after which it’s shipped out. The shipping time depends on your location and the location of the fulfilment centre, but can be estimated as follows:

USA: 5- 8 business days

International: 10-20 business days

We also have a preference to use a local fulfilment centre in Cornwall for some of our tShirts and hoodies destined for UK addresses. Therefore, fulfilment times will be the same but the shipping times will be considerably shorter for domestic post on these items.

Please see our page on delivery times for more information.

Where will my order ship from?

We work with an on-demand order fulfilment company with facilities worldwide. We also use a apparel printers in Cornwall for some of our tShirts and hoodies, should you be ordering these within the UK. Therefore, the shipping time will be considerably shorter for domestic post on these items. 

Please see our page on delivery times for more information.

How do I track my order?

All if not most of our products are shipped with tracking. If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out.

If you have any questions about your tracking or shipment, contact us.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office.

Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now

Before getting in touch with us, please:

  • Check your shipping confirmation email for any mistakes in the delivery address. Please note that you must use your PayPal Registered Address for all transactions.
  • Ask your local post office if they have your package.
  • Ask your neighbours in case the courier left the package with them.

Package theft is on the rise— If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be.

Please note that you must use your PayPal Registered Address for all transactions. We only deliver to your PayPal address, this prevents mistakes, fraudulent claims and lost mail, it also protects you. So please make sure that you have updated your Paypal address.

If you suspect that you have given the wrong address please contact us immediately.

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, contact us with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Please see our Returns Policy for more information.

The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup or (if you’re in the UK) Post Office Post Code Finder to make sure you get it right.

Please see our page on delivery times for more information.

About Faulty and Damaged Goods

My item is faulty, what can I do?

We are sorry this has happened, our fulfilment centres do have quality control, however, sometimes an item will fall through the net. Please contact us within a week after receiving your order and we can sort that out for you.

You will need to include your order number, we will ask for photos of the item so we can send you a replacement, or issue a refund.

In any case, please do not return the item to our distribution centre, contact us for the return address.

Please see our Returns Policy for more information.

My white tshirt has yellowish marks, what is it?

We use Eco-Friendly inks, but like all direct-to-garment printing, we have to coat the fabric in a pre-treatment solution in order to ensure the print stays at high-quality and endures without fading or flaking off through use.

The marks look white on dark surfaces like black tshirts, and yellowish on white tshirts..

This is normal and the yellow marks will wash out in the first wash. If it doesn’t wash out please contact us

Please see our Returns Policy for more information.

My black tshirt has white marks, what is it?

We use Eco-Friendly inks, but like all direct-to-garment printing, we have to coat the fabric in a pre-treatment solution in order to ensure the print stays at high-quality and endures without fading or flaking off through use.

The marks look white on dark surfaces like black tshirts, and yellowish on white tshirts..

This is normal and the white marks will wash out in the first wash. If it doesn’t wash out please contact us.

Please see our Returns Policy for more information.

I received a damaged product, what can I do?

We’re so sorry if the product you ordered arrived damaged, sometimes this happens in the post. To help us resolve this for you quickly, please contact us within a week. We will ask for photos of the damaged product, your order number, and any other details you may have about your order and we’ll sort that out for you.

Please see our Returns Policy for more information.

I received the wrong product, what can I do?

We are sorry this has happened, our fulfilment centres do have quality control, however, sometimes an item will fall through the net. If this has happened, we want to also apologise for the item you did receive if it is in any way offensive to you. This website has both light and dark designs that do not suit all tastes.

In addition, the distribution centre may have picked up someone else’s order form a different shop and sent it to you, we are sorry if this happens. Once again, we apologise if the item is in any way offensive and we will ensure that you get a replacement.

Please contact us within a week after receiving your order and we can sort that out for you.

You will need to include your order number, we will ask for photos of the item so we can send you a replacement, or issue a refund. In any case, please do not return the item to our distribution centre, contact us for the return address.

Please see our Returns Policy for more information.

Why isn't the product I bought the same colour as the one on the website?

Monitors, mobile phones and tablets all have different settings for showing colour. In the printing world this is called calibration. Unfortunately, the colour on your PC monitor is different to the colour on your phone, this is because those two screens are not calibrated to match each other. As a result, it is impossible to match what we see on our monitors to what you see on your tablet, phone or computer screen.

On top of that, colours of real-life products are different than the colours of the same products on your computer screen or monitor. Colours – once printed – often have a slightly duller appearance to the monitor images – because printers cannot reproduce all of the colours shown on your monitor, and your monitor is back-lit (from the inside), whereas your real-life item is lit from the outside.

For this reason we unfortunately cannot guarantee that the colours and details on our website are 100% accurate representations of the colours of the products.

It is also not guaranteed that you will get the exact same colour items when your order more than one, because your order may be completed by two different fulfilment centres. As a result – just like colour calibration – two different printers may have different outcomes with different batches of material or tshirts etc. Some materials absorb ink differently than others creating lighter or darker versions, where the ink may be more or less intense or saturated. All of these issues above are out of our control, and impossible to monitor.

Though rare, it’s possible that you were sent the wrong colour. If that’s the case, please contact us within a week after receiving your order. You will need to include your order number, we will ask for photos of the item so we can send you a replacement, or issue a refund.

Please see our Returns Policy for more information.

The garment has a chemical smell, what do I do about it?

The inks used on many of the products is water based and Eco-Friendly, however, due to the use of a special solution during the printing process there can be a chemical smell to the inks when they have been freshly applied.

Your garment is not faulty. This is non permanent and will wash out.

Please see our Returns Policy for more information.

My product doesn't fit, what can I do?

We always recommend that you double check the sizing charts which are displayed for each product.

Though rare, it’s possible that an item you ordered was mislabelled as a larger or smaller size than it really is. If that’s the case, please contact us within a week after receiving your order. You will need to include your order number, we will ask for photos of the mislabelled item so we can send you a replacement, or issue a refund.

If you accidentally ordered the wrong size contact us anyway – maybe we can work something out.

Please see our Returns Policy for more information.

Returns

What’s your return policy?

We accept returns and exchanges, but you will have to contact us within 14 days of purchase and you will have to cover the return postage cost. Returned items must be unused, unworn and labels attached.

Before returning an item, contact us for the return address, please do not return the item to the shipping centre.  We do not issue exchanges or refunds until we have received the returned item. 

If there’s something wrong with your order, please let us know by contacting us within a week. To help us resolve this for you quickly, we will ask for photos of the damaged product, your order number, and any other details you may have about your order.

Please see our Returns Policy for more information.

Do you offer refunds?

Returned items must be unused, unworn and labels attached.

You can tell us that you want a refund within 14 days of receiving your item. Once you have informed us that you want a refund, you will need to return the item to us within 14 days, .

If you return an item for a refund, then you will have to cover the postage costs and a refund will only be issued once the item has been returned to us. After we have received the item we then have 14 days to issue a refund.

Please remember all the products are custom made to order, unless otherwise stated in the listing details.

Please see our Returns Policy for more information.

Can I exchange an item for a different size or colour?

Returned items must be unused, unworn and labels attached.

Please contact us within 14 days of receiving your item if you wish to exchange your item. You will have to return the item to us within 14 days, once you have informed us that you want an exchange. We will only send a replacement once the item has been returned to us within the 14 day time period.

If you return an item for an exchange, then you will have to cover the postage costs and the postage costs for re-shipping a replacement item to you.

Please do not return the item to our distribution centre, contact us for the return address.

If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Please see our Returns Policy for more information.

I bought 3 sizes, now I want to return the ones that don't fit

Buy law we have to offer refunds on orders within a 14 day period of your receiving the item. But we really need to highlight that we just don’t roll that way. We are a small design company, which sends items to print on a per-order basis.

Moose Disco is owned by a designer illustrator and is not like the majority of large ‘big name’ catalogue shops you find online. We are just a small business selling unique and personalised designer products. When you order from us you get a product which is uncommon and in some cases, unique.

We can’t survive this type of buying behaviour.

When you buy an item we order it from the fulfilment centre, where it is printed onto the fabric and sewn together in the size you ordered. With tshirts, the tshirt is selected and printed with the design you chose on the size you ordered.

If you decide to return an item you will need to tell us within 14 days of receiving your item. Once you have told us you have 14 days to return the item. You will have to cover the return postage costs. A refund will only be issued once the item has been returned to us. After we have received the item we then have 14 days to issue a refund.

The item must be unworn, unused and still have labels intact. Please do not return the item to our distribution centre, contact us for the return address.

Please see our Returns Policy for more information.

I bought a personalised item and changed my mind, can I have my money back?

When you order a personalised item from us, you get a product which is unique. We do not have to give refunds on personalised items. If your item is wrong, damaged or faulty we will send you a replacement or a refund.

Please see our Returns Policy for more information.

I returned an item, when will I get a refund?

We will send a refund once we have received the returned item.

Returned items must be unused, unworn and labels attached.

If you plan to ask for a refund you must tell us within 14 days of receiving your item. You then have 14 days to get it back to us. If you returned an undamaged, unused item for a refund, we will issue a refund within 14 days of receiving the item. This prevents fraud and protects our business.

Please see our Returns Policy for more information.

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Guaranteed to do our best

We will try our best to resolve any issues so you will continue to shop at Moose Disco. So contact us if you have any concerns.

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