Refund policy

REFUND & RETURN POLICY

Last updated: September 2026

Every Our Moment item is printed on demand, just for you, after you
place your order. Because each piece is made individually and is not
held in stock, our return policy is specific — please read it carefully
before ordering.

1. WHEN WE COVER EVERYTHING (free replacement or full refund)

We take full responsibility and cover all costs if:

  • The item arrives damaged, stained, or torn
  • The print is defective, faded, cracked, off-center, or misprinted
  • You received the wrong design, wrong size, or wrong color
    (different from what your order confirmation says)
  • The item never arrives (lost in transit)

In these cases you do NOT need to ship anything back. Just contact us
within 30 days of delivery with:

  • Your order number
  • A clear photo of the item showing the issue
  • A photo of the shipping label on the package

We will send a free replacement or issue a full refund — your choice.
No return shipping, no restocking fee, nothing to pay.

2. WHEN RETURNS ARE NOT ACCEPTED

Because every item is custom made to order, we cannot accept returns
or exchanges for:

  • Ordering the wrong size
  • Ordering the wrong color or the wrong design
  • Change of mind after the order has entered production
  • Normal variation in fabric shade or print placement
    (up to 0.5 inch / 1.3 cm is within our production tolerance)
  • Items that have been worn, washed, or altered

Please use our size guide before you order. If you are between sizes or
unsure, message us first — we are happy to help you choose.

3. ORDER CANCELLATION

You can cancel or change your order free of charge as long as it has not
entered production. This is usually within 12 hours of ordering.

Once production has started the order can no longer be cancelled,
because the item has already been printed for you.

4. HOW TO CONTACT US

Email: itsourmoment86@gmail.com
We reply within 24-48 hours, Monday to Friday.

Please include your order number in every message — it helps us
help you faster.

5. REFUND PROCESSING

Approved refunds are issued to your original payment method within
5-10 business days. Depending on your bank or card issuer it may take
a few additional days to appear on your statement.

Original shipping charges are refunded only when the fault is ours.

6. EU / UK CUSTOMERS

If you are ordering from the European Union or the United Kingdom, you
may have a statutory right of withdrawal. Please note that this right
does not normally apply to goods that are made to the consumer's
specifications or clearly personalised, which includes our print-on-
demand products. Your statutory rights regarding faulty goods are
not affected.

Our Moment
ourmomentwear.com
via federecco sacco 21 A 12045