Returns & Refunds Policy

We want you to love your Asti Moon Studio order. If something isn't quite right, here's everything you need to know about returns, refunds and replacements.

Returns

For eligible non-personalised items purchased online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

If you would like to return an eligible item, please contact us within 14 days of receiving your order. You then have a further 14 days to send the item back to us.

Returned items must be:

• Unused and in their original condition
• Returned with their original packaging where possible
• In a condition suitable for resale
• Accompanied by proof of purchase

Please contact us before sending anything back so that we can provide the correct return instructions.

Return postage is the responsibility of the customer unless the item is faulty, damaged or incorrect.

We recommend using a tracked postal service when returning an item, as we cannot be responsible for items lost in transit.

Personalised & Bespoke Items

Because personalised and custom-made items are made specifically for you, they are not eligible for cancellation simply because you have changed your mind. This includes items personalised with names, dates, messages or other details supplied by you.

Please check all spelling, names, dates and personalisation details carefully before placing your order.

Your item will be made using the information provided at checkout.

Personalised items can still be returned or replaced if they are faulty, damaged, not as described, or we have made the item incorrectly. Your statutory consumer rights are not affected.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives.

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible and include photographs where appropriate so that we can resolve the issue for you.

If we have made an error with your personalisation, we will arrange an appropriate replacement or refund.

If the incorrect spelling, name, date or other personalisation was entered by the customer when placing the order, this is not considered a manufacturing error and we may not be able to offer a free replacement.

However, if you believe there is a problem with your order, please contact us and we'll always do our best to help.

Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.

Exchanges

We do not offer direct exchanges.

If you have changed your mind about an eligible non-personalised item, you can return it in accordance with the returns process above and place a new order for the item you would prefer.

Personalised items cannot be exchanged simply because you have changed your mind.

Refunds

Once your eligible return has been received, we will process your refund within 14 days.

Refunds will be made to the original payment method used to place the order.

For eligible cancellations, the cost of the standard delivery service originally selected will also be refunded. If you chose a more expensive delivery option, we are only required to refund the cost of the standard delivery service.

Your bank or payment provider may take additional time to show the refund in your account.

Replacements

Where a replacement has been approved because an item is faulty, damaged or incorrectly made, we will arrange a replacement at no additional cost.

Replacement orders will normally be dispatched within our standard 3 working day processing time, unless we agree otherwise with you.

If your item is needed urgently for a particular date, please let us know when contacting us and we'll advise what options may be available.

How to Contact Us

For returns, refunds or replacement requests, please contact us using the contact details provided on our website.

Please include your order number and a brief description of the reason for contacting us. Photographs may also be requested where an item has arrived damaged, faulty or incorrect.

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