Return & Exchange Policies
Returns, Exchanges, and Refunds
The Heather B. Moore line is designed to be highly personalized merchandise and is all designed and handmade to order. Due to this, returns/exchanges are limited to a select number of scenarios outlined below.
- Defective merchandise can be returned within 10-days of receipt and store credit for the full amount, minus shipping will be given upon inspection and cancellation of the order. Heather B. Moore reserves the right to refuse merchandise that does not appear to have any defect. All shipping costs will be a the expense of Heather B. Moore.
- Errors caused by the Heather B. Moore production process will be corrected and/or remade and returned to the customer within 15 business days after the piece arrives back at the Heather B. Moore studio. All shipping costs will be a the expense of Heather B. Moore.
- Non-personalized, or standard products, can be returned within 10-days of receipt and a store credit be issued for the full amount, minus shipping, once the piece has been inspected and the order canceled.
Non-Refundable or Exchangeable Product
Heather B. Moore will not issue any store credit and/or refund for merchandise that has been discontinued, personalized or errors originating directly from customers. All discount, sample sale, or sale items are final sale and non-refundable.
What steps must I take in order to return an item?
Contact customer service at (855) 400-5430 to receive a return merchandise authorization (RMA) number before returning your products. This includes anything from a repair to cleaning to adding a charm to a bracelet. Failure to include an RMA number with any return may result in a $25 processing fee.