Returns & Refunds Policy

At Bobby Moosh, we pour love and care into every piece we send out. However, we understand that sometimes things might not be quite right. Here is everything you need to know about returns, cancellations, and what to do if there is an issue.

1. Cancellations

If your order is still processing: We process orders quickly to get them to you as soon as possible. If you need to cancel, please contact us immediately. If the production process for a personalised item has not begun, we will do our best to accommodate you.

If your order is in transit: Once an item has been dispatched and is with the courier, we cannot cancel the order. You will need to receive the package first and then follow our standard returns process outlined below.

2. Personalised & Custom Items

Please Note: Due to the unique nature of our business, personalised items (including handwriting necklaces, photo projection jewellery, and custom engravings) are non-refundable unless they arrive damaged or faulty. Because these items are made specifically for you, they cannot be resold.

3. Reporting Issues (The 7-Day Rule)

Please inspect your order as soon as it arrives. If your item is damaged, defective, or if you have received the wrong item, you must notify us within 7 days of delivery.

  • Please email us via our Contact Us page.

  • Include your Order Number and a clear photo of the issue.

We will arrange a replacement or refund for any faulty items immediately.

4. General Returns (Non-Custom Items)

For non-personalised items (such as standard chains or stock items), we offer a 30-Day Return Window.

To be eligible for a return:

  • The item must be unworn, unused, and in the same condition that you received it.

  • It must be in the original packaging (box, pouch, and any protective tags intact).

  • You must initiate the return within 30 days of the delivery date.

How to Start a Return:

  1. Visit our Contact Us page.

  2. Select "Returns" and provide your Order Number and reason for return.

  3. Our team will provide you with the correct return address and instructions.

Please do not send items back without contacting us first, as they may be lost.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the item.

  • Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

  • Shipping Costs: Please note that original shipping costs are non-refundable. You are responsible for paying for your own shipping costs for returning your item (unless the item was faulty).