Refund policy

Refund and Claims Policy

This policy applies to all Merry Mischief orders. Every item is made to order, so please read section 1 before you buy.

1. Cancelling within 24 hours

You may cancel your order in full within 24 hours of placing it. Email quenmoraofficial@gmail.com with your order number and we will refund you in full, no questions asked and no conditions.

After 24 hours your order is released into production and is built specifically for you. From that point it can no longer be cancelled on request, and any refund is handled through the claims process in section 3.

2. Shipping times on made to order items

Production takes up to 8 weeks, followed by 8 to 14 business days for delivery. This window is stated on the product page before you pay. A delay that falls inside this stated window is not on its own grounds for a claim. You will receive a tracking link by email on the day your order ships.

3. How to make a claim

If there is a problem with your order, submit a claim by email to quenmoraofficial@gmail.com. Our team reviews every claim individually. To be reviewed, a claim must include all five of the following:

  1. Your order number.
  2. The reason for the claim, stated clearly.
  3. At least one photograph showing the whole item.
  4. At least one close up photograph of the specific problem.
  5. Whether you are requesting a refund or a replacement.

If your claim relates to damage in transit, also include a photograph of the shipping box and label.

We respond to every claim within 2 business days. If a claim arrives incomplete we will write to you and hold it open for 14 days while we wait for the missing items. If they are not supplied within those 14 days the claim is closed, and you are welcome to open a new one inside the 30 day window.

4. The 30 day money back guarantee

You are covered by our 30 day money back guarantee when your claim is submitted within 30 days of delivery and includes all five items listed in section 3. Approved refunds are returned to your original payment method within 5 to 10 business days of approval. In most cases you will not need to ship the item back to us.

5. What is not covered

  • Normal wear from use.
  • Damage caused by misuse, or by machine washing the robe with the heating controller still attached.
  • Claims submitted more than 30 days after delivery.
  • Delays that fall inside the shipping window stated in section 2.

6. Contact

All cancellations and claims go to quenmoraofficial@gmail.com. Please contact us before raising a dispute with your bank or card issuer, so we have the chance to put it right. We reply within 2 business days.