Refund policy

In-stock orders

  • Returns: You can return an unused item in its original packaging within 30 days of delivery for a refund.
  • Condition: For hygiene reasons, we can only accept returns of masks that have not been worn and are in their original box, with the woven label still attached.
  • Return shipping: The customer pays return shipping, unless the item arrived damaged or defective.
  • Colour swap: If you'd like a different colour, tell us within 14 days of delivery. Subject to stock, we'll exchange it for the colour you want.
  • How to return: Email hellomoireandco@gmail.com with your order number, and we'll send you the return address and instructions. Please don't send items back without contacting us first.
  • Refunds: Once we receive and check your return, we'll refund the item price to your original payment method within 5–7 business days. Original shipping fees are non-refundable, unless the return is due to our error.

Pre-orders

  • Cancelling: You can cancel a pre-order for a full refund any time before it ships. Email us with your order number.
  • After it ships: Once your pre-order has shipped and been delivered, the in-stock returns terms above apply.
  • Delays: If your estimated ship date moves by more than [2 weeks], we'll email you, and you can cancel for a full refund.
  • Refund timing: Cancelled pre-orders are refunded to your original payment method within 5–7 business days.

Damaged or defective items
If your mask arrives damaged, or has a defect, email us within [7] days of delivery with your order number and a photo. We'll replace it or refund you, including the original shipping cost, and cover the return shipping.

Bundles and multiple items
If you bought more than one mask in a single order, you can return any of them under these terms, and we'll refund the items you return.

Items we can't accept back
Masks that have been worn, washed, damaged by the customer, or returned without their original packaging.

Your legal rights
This policy does not affect any rights you have under Singapore consumer law.

Contact
Questions? Email hellomoireandco@gmail.com.