Important: We are a Print-on-Demand Store All products are made to order. We do not hold inventory. Because each item is custom-printed specifically for you, we do not accept returns or exchanges for buyer's remorse, wrong size selected, or change of mind. Returns and refunds are only available for defective, damaged, misprinted, or incorrect items.

 

1. Eligibility for Returns & Refunds

We accept return and refund requests only under the following circumstances:

•        The item received is misprinted (design placement or print quality issue)

•        The item is damaged in transit or arrives defective

•        The wrong item, design, color, or size was sent due to a fulfillment error

•        The package was lost in transit (not marked as delivered)

All other requests — including sizing dissatisfaction, change of mind, or accidental order — are not eligible for a return or refund. Please use the size guide on each product page before purchasing.

Not Eligible for Return

The following cannot be returned or refunded:

•        Items where the customer selected the wrong size or color

•        Personalized or custom-designed items (buyer's remorse)

•        Sale items or gift cards

•        Items not in their original, unused, unworn condition with tags intact

•        Perishable goods, hazardous materials, or personal care items (where applicable)

EU customers: Under Article 16(c) and (e) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalized products. As a print-on-demand store, all our products fall under this exception.

2. Claim Deadlines

All claims must be submitted within the following timeframes — no exceptions:

Issue Type	Claim Deadline
Misprinted / damaged / defective item	Within 30 days of receiving the product
Wrong item received	Within 30 days of receiving the product
Package lost in transit	Within 30 days of the estimated delivery date

 

3. How to Submit a Claim

Email us at customerservice@moimoistore.com with the following information:

•        Your order number

•        A description of the issue

•        Clear photos as specified below (required for all claims)

Items returned without prior approval will not be accepted. Do not ship anything back without contacting us first.

Photo Requirements by Issue Type

The quality of your photos directly affects how quickly we can resolve your issue. Please follow the guidelines below:

Print placement issue: Lay the product flat. Capture the entire product with the print clearly visible. Include a ruler or measuring tape to show placement relative to product edges.

Print quality issue: Take a well-lit close-up of the affected print area. Make sure the details are sharp and in focus.

Damaged product or defect (e.g. holes, stains, broken mug): Photo of the damaged or defective part, with at least part of the product design visible to identify the item.

Multiple identical products in different sizes: Show all affected products together with size tags visible in the same photo.

Wrong item received: Photo of the item received alongside the packing slip in the same image.

Size discrepancy (wrong size tag): Photo of the product with the size tag clearly visible.

Size discrepancy (correct tag but wrong dimensions): Photos of the product with a measuring tape, following the measuring guidelines in the Size Guide on the product page.

4. Refunds & Replacements

Once your claim is approved, you may choose one of the following resolutions:

•        A free replacement sent to you at no additional cost

•        A refund to your original payment method

For manufacturing errors or fulfillment mistakes, MoiMoi Store covers the cost of reprints. You do not need to return the product in these cases.

If your refund is approved, it will be processed to your original payment method within 10 business days. Please note your bank or card provider may take additional time to post the credit. If more than 15 business days have passed since approval, contact us at customerservice@moimoistore.com.

5. Exchanges

We do not offer direct exchanges. If you need a different size or item, the fastest resolution is:

•        Submit a return request for the original item (if eligible)

•        Once approved, place a new separate order for the correct item

If the original item is not eligible for return (e.g. customer error), a new order will need to be placed at your own expense.

6. Lost Packages

If your order has not arrived and the tracking status has not updated for an extended period, contact us at customerservice@moimoistore.com within 30 days of the estimated delivery date.

We will investigate with the carrier. If the order is confirmed lost in transit, we will arrange a reprint and reshipment at no cost to you.

Important: If the tracking status shows 'Delivered' but you claim not to have received the package, we are unable to cover the cost of a reprint or replacement. We recommend checking with neighbors, your building's reception, or contacting the carrier directly. We can help you with carrier contact details.

7. Wrong or Insufficient Address

Wrong address provided: If the address you submitted is deemed insufficient or undeliverable by the courier, the shipment will be returned to the facility. You will be responsible for reshipment costs once a corrected address is confirmed.

Unclaimed packages: If a shipment goes unclaimed and is returned to the facility, reshipment costs to resend the order will be your responsibility.

8. Return Warehouse Addresses

If a physical return is required and approved, items must be sent to the facility corresponding to where your original order was fulfilled. Do not send returns to any other address.

Region	Warehouse Address
US & Mexico	217 Wrangler Drive, Coppell, Texas, 75019
Canada	Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4
Latvia (EU)	Lidostas parks, Marupe, Marupes nov., LV-2167
Spain (EU)	Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona
UK	Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ
Australia (Apparel)	40 Tanimbla Street, Kedron, Queensland 4031
Australia (Non-apparel)	338 Albert St, Brunswick VIC 3056
Australia (Phone cases)	6 Axis Crescent, Dandenong South VIC 3175
Japan	Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101
Brazil	Rodovia Santos Dumont, 4791, Armazem 111, Galpao 02, Duque de Caxias - RJ, 25251-460

 

These addresses are MoiMoi Store fulfillment facilities and are for approved product returns only.

9. Contact Us

For any return, refund, or exchange enquiry, contact us at:

Email: customerservice@moimoistore.com

We aim to respond to all enquiries within 1–2 business days. Please include your order number and relevant photos in your first message to speed up resolution.