Refund policy
Returns Policy
Due to the personalised nature of our products, we do not accept returns or offer refunds for change of mind.
Each item is made to order based on the details you provide, so please ensure all personalisation is entered correctly before placing your order.
Damages and issues
Please inspect your order upon delivery. If your item is defective, damaged, or you receive the wrong item, please contact us within 7 days of delivery at hello@dottymoo.co.uk with your order number and a photo of the issue.
We will review the issue and, where appropriate, offer a replacement or refund.
Non-returnable items
We do not accept returns for:
- Personalised or custom-made items
- Items ordered with incorrect information provided by the customer
- Sale items
- Gift cards
Exchanges
As each item is personalised, we do not offer exchanges. If there is an issue with your order, please contact us and we will work with you to resolve it.
Refunds
Refunds are only offered where an item is faulty, damaged, or incorrect.
If approved, refunds will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
Contact
If you have any questions about your order, please contact us at hello@dottymoo.co.uk.