Returns and refund/replacement information
Return Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you can return the products within 14 days of receipt. To be eligible for a return, please ensure that the items are in their original packaging and have not been used or damaged.
If you receive a package that has been damaged during shipping, please contact us within five days of receiving the package. We will assist you in resolving the issue with the shipping company and ensure that you receive a replacement or refund.
How to Return Your Items:
- Contact Us: Please email us at info@moodsamsterdam.com with your order number and details of the item you wish to return.
- Prepare Your Package: Place the item in its original packaging.
- Ship the Package: Send the package to the return address provided by our customer service team.
Please note that return shipping costs are the responsibility of the customer unless the return is due to a damaged product.
Refunds:
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment within 7 business days.
Replacements:
If the candles are damaged and you provide proof of it, you are eligible for a refund or a replacement in the first 7 days of receiving the products. Please contact us via the contact form.
We do not offer replacements on lost packages. You are eligible of a refund if evidence is provided that you did not receive the package.
Please know that you are responsible of contacting the shipping provider in your country, if the package is marked as delivered but you did not receive it.
Thank you for shopping with us!