Returns and Exchanges
Alex and Moo Returns and Exchanges
At Alex and Moo, we want to ensure that you are completely satisfied with your purchase. Please read the following policy carefully if you need to return or exchange an item.
Order Cancellation Before Fulfilment
If you need to cancel your order before it has been fulfilled, please contact us as soon as possible. We will do our best to process your cancellation request. If your order has not yet been processed for shipping, we can cancel it and issue a full refund. Once an order has been fulfilled, it cannot be cancelled, and you will need to follow the returns and exchanges process.
Faulty or Damaged Items
If you received a faulty or damaged item and a replacement cannot be arranged, you may return it within 30 days of receiving it for a full refund.
Change of Mind Exchanges
If you are wishing to exchanging due to a change of mind, you will need to cover the shipping costs. However, if you received the wrong item(s), we will send you a return label via email to place over the original label. We ask that you keep the original packaging where possible to return your order.
General Returns and Exchanges
For all other returns and exchanges, the item must be unopened, undamaged, and in the same condition as when it arrived. You may return or exchange an item within 30 days of receiving it for store credit. Please note:
- If you received free shipping with your order, a $10 deduction will be taken from the total credit amount.
- If items are returned and are not in their original, unused condition, we are unable to process a return and the item may be returned to you at your expense.
Non-Returnable Items
Unfortunately, we cannot exchange or refund the following items unless they are faulty:
- Hygiene Products (e.g., Hevea)
- Sale or clearance items
If you would like to initiate a return or exchange, please click here to make a request. Once this has been reviewed, you will receive an email with the decision and the next steps. We are always here to help and will do our best to make the process as smooth as possible.