Refund Policy


Our policy lasts 30 days for select retail items, unless custom printed. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If Item is received defective or damaged, we will replace.  * Please see custom printed items & size issue refund policies.  ** Items still in transit and within our shipping guidelines are not eligible for refund, non-received items that are lost in the postal system are resent and not refunded.

* Note:  Free Offers/Giveaways - All "Free + Shipping" offers must be canceled within the same day of order & are non-refundable once shipped.

* Custom Printed Items No-Refund Policy:  B/c our products are custom printed/designed on demand, the custom printed items in section (A) below are non-refundable and are not eligible for return or exchange in the rare event that you aren't happy with your item.  Our items all vary per print, as they are custom & we do not keep them in stock.

Personalized merchandise cannot be returned due to your misspelling or incorrect size choice. Our software shows you what the item will look like before you order. But we guarantee the quality of our goods, so to be eligible for a return, your item must have a manufacturing defect. 

(section A) - custom printed: large & small leather totes, shoulder bags, saddle bags, linen totes, mugs, pillows, blankets, shoes, boots and leggings.

* Custom Printed Items Sizing Refund Policy:  B/c our products are custom printed/designed we do ask that customers choose from the images carefully as we only refund damaged or broken items. If a size issue occurs we EXCHANGE not refund with a size that suits. To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.  This policy is especially applicable to items such as our custom printed shoes and leggings. We do not refund if customers "don't like" the design, which is why we have images displaying exactly what will arrive. If the product is wrong we will resend the correct product.

* Customer Shipping Address Responsibility Policy:  We understand that "typos" do happen from time to time (especially if you are shopping with a mobile phone).  In the event that a customer enters the wrong shipping information and a package is returned to us, the customer is responsible for additional shipping charges to have the item/order re-shipped to the new/correct shipping address.  Hello Moa cannot accept responsibility for wrong shipping information entered during customer checkout.  Please double-check your shipping address before you submit your order (PLEASE REMOVE ANY NON-ENGLISH TYPE AS THIS CAUSES ISSUES WITH OUR COMPUTERISED ADDRESS SYSTEM).  We want to make sure that you get your package safe and sound to your front door :).

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.  If your item is damaged, please send an image to and we will fix it :)

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Package Returned To Sender

If a package is returned to sender by the shipping courier, Hello-Mo will reship the package to you for free after an address verification is completed. All returned to sender orders will be destroyed by the courier and or charge Hello-Moa for another custom tax duties.

If a package is returned to sender by the shipping courier for the second time, Hello-Moa will reship the package to your customer for a small fee that will be collected through PayPal Payment Request.

Note: Hello-Moa will not refund returned packages by courier or customs and reshipment times are the same as regular orders.

Package Returned To Sender – Wrong Address

Orders that will be tagged as returned to sender due to the wrong address will be destroyed by the courier and or charge Hello-Moa for custom tax duties. Therefore, Hello-Moa will only require a resend shipping fee.

Tracking Issues

We use tracking on ALL items, if tracking indicates that the item was delivered then we cannot exchange or refund the item. If the item is not with you then it is the customer's responsibility to contact your local post office to locate the item.

If tracking shows as being returned to us, then please see * Customer Shipping Address Responsibility Policy above

Any items outside our shipping guidelines is eligible for a resend not refund.

Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, please contact for shipping details.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Smile guarantee

If your items are not PERFECT in every way, we will make it right.

Your HAPPINESS is our goal, so if you have questions just contact our support team. We are here to make your purchase an enjoyable, happy and stress free experience.

24/7 Dedicated Support

We value our customers and want to make your purchase a happy one.

Our Dedicated VIP Support Team can be reached at for any questions you have pre or post purchase.

Fast shipping

We ask you allow 2-4 weeks for shipping for the US and an extra week Internationally. 

If you are worried or concerned while waiting for your delivery feel free to contact our VIP Support Team and they can assist.