Refund policy

Mouliss Return & Refund Policy

At Mouliss, we want you to love your purchase. Each of our pieces is handcrafted with care for your little ones. If something isn't right, we are here to help you resolve it quickly and easily.

1. Cancellations & Order Changes Once an order is placed, our production team begins preparing your custom textiles almost immediately.

  • 2-Hour Window: You may request a cancellation or change (such as name spelling or color selection) within maximum 2 hours of placing your order.

  • After 2 Hours: Once this window has passed, we have likely started the embroidery or cutting process. Therefore, no cancellations, refunds, or changes can be accepted after 2 hours. Please review your order confirmation email immediately to ensure all details are correct.

2. Personalized & Custom Items (Final Sale) All items featuring custom embroidery, names, or specific design selections are considered Final Sale. We cannot accept returns, refunds, or exchanges for:

  • Incorrect spelling or details provided by the customer.

  • Wrong design, color, or font selections made during ordering.

  • Change of mind after the 2-hour cancellation window.

3. How to Resolve an Issue (Our "Hassle-Free" Guarantee) If your order arrives damaged, defective, or if we made a mistake with your personalization, please follow our simple step-by-step guide to get it fixed:

  • Step 1: Contact Us Quickly Please email us at contact@mouliss.com within 48 hours of receiving your package.

  • Step 2: What to Include in Your Email To help us assist you as fast as possible, please include:

    • Your Order Number.

    • A brief description of the issue.

    • Photo Evidence: Clear, high-resolution photos of the faulty item and the packaging it arrived in.

  • Step 3: Our Solution Once we review your photos and confirm the issue:

    • Brand New Replacement: We will produce and ship a brand-new replacement to you immediately at no extra cost.

    • No Return Required: Because we ship internationally, you don't need to worry about the hassle of shipping the original item back to us. You may keep, donate, or dispose of it.

Note: Mouliss reserves the right to refuse a replacement if the damage appears to be the result of intentional tampering or misuse after delivery.

4. Change of Mind (Non-Personalized Items) Because we ship internationally from our studio in Istanbul, returning non-personalized items is often not cost-effective due to high shipping fees and customs duties.

  • If you choose to return a non-custom item, you are responsible for all international shipping costs, taxes, and a 15% restocking fee.

  • Items must be in original, unused, and unwashed condition with all tags attached within 14 days of delivery.

5. Shipping & Customs Responsibility Buyers are responsible for providing correct and complete shipping information. Mouliss is not responsible for lost or delayed deliveries due to incorrect addresses. If a package is returned to us by the carrier due to buyer error, any reshipping costs will be at the buyer's expense.

6. Refunds (If Applicable) In rare cases where a replacement is not possible and a refund is approved, it will be processed to your original payment method within 10 business days. Please note that bank processing times are beyond our control.

7. Safety & Product Variation

  • Safety: Mouliss products are not toys. Never leave an infant or child unsupervised with our products. Please inspect all items upon arrival.

  • Variations: As our textiles are handcrafted in small batches, slight variations in color, shape, or embroidery texture are natural characteristics of handcrafted goods and are not considered defects.

Last Updated: May 10, 2026