Final Sale and Returns Policy

At Moomento, each piece is thoughtfully selected or created in highly limited quantities. Many of our designs incorporate rare, vintage, or individually placed textiles, making every piece unique and, in many cases, one of a kind.

For this reason, all purchases are considered final sale. We do not accept returns, exchanges, or refunds for change of mind, personal preference, sizing selection, or other reasons unrelated to a fault with the item.

We encourage you to review all product descriptions, measurements, photographs, materials, and care information carefully before completing your purchase. Please contact us at moomento.official@gmail.com before ordering should you need additional product information or assistance with sizing.

Order Changes and Cancellations

Once an order has been placed, it enters our preparation and fulfilment process. We therefore cannot guarantee that changes or cancellation requests can be accommodated.

Please review your selected item, size, quantity, shipping address, and contact information carefully before completing checkout.

Should you notice an error immediately after placing your order, contact us as soon as possible at moomento.official@gmail.com. We will make reasonable efforts to assist, but we cannot make changes once an order has been processed or dispatched.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly upon delivery.

Should your item arrive damaged, defective, or different from the item ordered, contact us at moomento.official@gmail.com within 48 hours of delivery. Please include:

Your order number:
A description of the issue:
Clear photographs of the item:
Photographs of the external and internal packaging &  photograph of the shipping label.

We will evaluate the matter and, where the claim is accepted, provide an appropriate resolution in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement where available, store credit, or a refund.

Because many Moomento pieces are unique or one of a kind, an identical replacement may not always be available.

Items must not be worn, used, washed, altered, repaired, or damaged after delivery while a claim is being reviewed.

Unique and Vintage Materials

Variations in colour, pattern placement, texture, embroidery, weave, finish, and other handcrafted details are part of the individual character of each Moomento piece and are not considered defects.

Certain pieces may incorporate vintage, repurposed, or archival textiles. Any material characteristics or signs of age that we consider relevant will be described or photographed on the applicable product page. These disclosed characteristics are part of the item’s unique history and are not considered damage or manufacturing faults.

Please note that colours and details may appear slightly different depending on lighting, photography, screen settings, and the device used to view the product.

Custom and Personalized Orders

Custom-made, altered, commissioned, made-to-measure, and personalized items cannot be returned, exchanged, or cancelled once production or alteration has begun, except where required by applicable law or where the item is defective or does not conform to the agreed order.

Deposits and payments made toward custom orders are non-refundable once materials have been sourced or work has commenced, to the extent permitted by applicable law.

Sale and Promotional Items

Sale, archive-sale, sample-sale, and promotional items are final sale and cannot be returned, exchanged, or refunded, except where required by applicable law.

Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

European Union and Other Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or replaces any mandatory rights available to you under the consumer laws applicable to your purchase.

Where an eligible order is shipped to a consumer in the European Union or another jurisdiction that provides a mandatory cooling-off or withdrawal period, you may have the legal right to cancel and return the order within the applicable statutory period.

For eligible European Union online purchases, this period is generally 14 days from the date on which you, or a person designated by you, receives the goods.

This statutory withdrawal right may not apply to certain products, including items made to your specifications, personalized items, or other goods excluded under applicable law.

To exercise a statutory right of withdrawal, contact us at moomento.official@gmail.com before returning your item. We will provide the applicable return instructions and return address.

Unless the item is damaged, defective, incorrect, or otherwise required by law, the customer is responsible for the direct cost of returning the item. The customer is also responsible for ensuring that the return is securely packaged and reaches us safely.

Returned items must be unworn, unused, unwashed, unaltered, and returned with all original tags, accessories, protective materials, and packaging. We reserve the right, where permitted by law, to reduce a refund if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and fit.

Unauthorized Returns

Please do not send an item back without contacting us and receiving return instructions.

Unauthorized returns may be refused and returned to the sender. Moomento is not responsible for items sent to an incorrect address or returned without the required authorization and identifying information.

Approved Refunds

Where a refund is approved, it will be issued to the original payment method.

Please allow up to 10 business days after approval for Moomento to process the refund. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

Original shipping charges, duties, taxes, customs fees, and return shipping costs are non-refundable unless the item was damaged, defective, incorrect, or applicable law requires otherwise.

Should more than 15 business days have passed since we confirmed that your refund was issued, please contact us at moomento.official@gmail.com.

Contact Us

For questions concerning an item, an order, or this policy, please contact:

Moomento
Email: moomento.official@gmail.com