Refund policy

Returns, Refunds and Cancellations:

All items made by Moose and Goose Gifts are individually handmade to order and as such are deemed as bespoke and personalised. Due to this nature, we do express following:

Refunds and cancellations:

When you order through a website, you have a statutory right to cancel your order and receive a full refund for the price paid for the product, under the Consumer Protection (Distance Selling) Regulations 2000, however this right does not apply to any personalised products, or any products that have been tailored to your specific requirements. 

It is your responsibility to pay the postage costs of returning the items back to you. This will be deducted from the price you paid. 

It is up to the discretion of Moose and Goose Gifts to issue full or partial refunds.

Personalised items or specially requested items: these items are non-refundable due to being made to order. Please contact info@mooseandgoosegifts.co.uk for further advice.

Faulty items:

We insure all our items are quality checked before they are posted. In the unlikely event of an item arriving faulty, please contact us at info@mooseandgoosegifts.co.uk within 4 days of receiving your order.

We will ask you to send photos of the fault to ensure we can respond with a solution. It is your responsibility to ensure we receive the item back with 14 days of reporting the fault.

Once we have received the item[s] we will resolve the problem by repairing where possible, replacing if needed or issuing a full refund within 14 days.

Missing items:

We do not accept any responsibility for any items lost in transit. 

If you are waiting for a dispatched order to arrive and it does not turn up, please allow 10 working days for delivery. please contact us within 10 days of its due date. 

Returning an order:

If for any reason, you need to return your order back to us, we do kindly ask that it is sent back to us in the same condition it was received and in the same box/packaging it was sent to you.

We advise you to track any returned items.

You will be responsible for the cost of returning any items unless it is a fault of Moose and Goose Gifts.

 Moose and Goose Gifts will not accept any responsibility for the loss of clothing or returned items.

Undelivered orders:

It is the buyer's responsibility to pay for redelivery when orders have been returned to us due to not being delivered for any reason.