Returns Policy

All you need to know about returning your goods

Please contact us before returning any products.

Wrong or damaged products

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please contact us within a week of receiving your item and include your order number, and any other details you may have about your order. You will need to take photos which we will request during the resolution process. We’ll get back to you with a resolution as soon as possible.

Exchanges are offered to customers that receive the wrong items or damaged items. Exchanges can only be made within 30-days of purchase, so if your item becomes faulty and not fit for purpose, contact us straight away so we can exchange the item.

Though rare, it’s possible that an item you ordered was mislabelled, and therefore the wrong size. If that’s the case, please contact us within a week of receiving your order. Include your order number, we will request photos of the mislabelled item. You will need to send the item back to us, and we’ll send you a replacement.

About the colour of products

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 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. 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.

Delayed or late items

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. 

If your order has still not arrived then before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address.
• Ask your local post office if they have your package.
• Check with your neighbours in case the courier left the package with them.

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

Tip: 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.

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

Lost in transit

Occasionally there may be packages lost in transit, in this instance all claims must be submitted as soon as you suspect your parcel is lost and no later than two weeks after the estimated delivery date.

Contact us if you haven’t received your item, and include your order number, and any other details you may have about your order.

You gave the wrong address

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.

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

Sent to the wrong address

Unfortunately, to avoid fraud, you must use your PayPal address for all transactions, and we will deliver to that address only.

If you have provided the wrong address or insufficient information for the courier to deliver your products, then your items will be returned to us, and you will be responsible for the additional shipment costs incurred.

Tip: The post code is the most important part of the address. Use the UK Post Office Post Code Finder or if you are in the US, use a tool like USPS ZIP code lookup to make sure you get it right.

If we made a mistake in your delivery address, we can send you a replacement order.

Unclaimed items

If your items are delivered to your address and are unclaimed and/or sent “Return to Sender – not at this address” you will be liable for the cost of reshipment at your expense.

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

Refunds and exchanges on personalised items

We will not accept returns when you have bought personalised items. The item you ordered was printed and made up into a product “just for you” on a per-order bases, so it is difficult for us to give refunds or take returns. Exchanges or refunds on personalised items are only offered to customers that receive the wrong items or damaged items.

According to article 16c of the directive 2011/83/EU of the European Parliament and of the council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the customer’s specifications or clearly personalised, therefore Moose Disco reserves the rights to refuse returns on personalised items at its sole discretion.

If there’s something wrong with your order, please let us know by contacting us.

If we do take your returned item, you will have to cover the postage costs and a refund will only be issued once the item has been returned to us.

Before you return an item please contact us so we can expect to receive it. Please do not return the item to the distribution centre.

Tip: We strongly advise that you study the sizing charts to ensure that you order the correct item. We a sizing chart for every clothing item listed on our store, in the product description section.

Can I exchange an item for a different size/colour

We do offer exchanges but you must contact us and arrange this within a 14 day period of receiving the item. The item must be unworn, unused and still have labels intact.

If you return an item to exchange it for a different size or colour, then you will have to cover the postage costs and a replacement will only be sent once the item has been returned to us.

We strongly advise that you study the sizing charts to ensure that you order the correct item. We have a sizing chart for every clothing item listed on our store, in the product description section.

Exchanges are also offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us within a week of receiving your item and we’ll sort that out for you.

Do you offer refunds?

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

Please remember we are just a small business selling unique and personalised designer products, we are not a household name with a huge budget. Your order is printed and made up on a per-order basis.

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. 

Refunds are also offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us and we’ll sort that out for you.

Where will my order ship from?

We work with on-demand order fulfilment companies with facilities worldwide.

Customs and Duty

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.

Interpreting this policy

This policy shall be interpreted in the English language regardless of any translations made for any purpose.

Talk to us – we don’t bite!

If you have any issues and you would like to discuss regarding returns, please do not hesitate to contact us.

Agreement

In using this site you agree to the above.