Returns & Refunds

Our full return policy in plain language. If anything here is unclear, ask us before you order rather than after — we would rather answer a question than process a dispute.

The short version

  • 14 calendar days from the date of delivery to request a return
  • Item must be unused, unopened, and in its original packaging with tags attached
  • You need a Return Authorization (RA) number from us before shipping anything back
  • You pay return shipping. Original shipping charges are not refunded
  • Refunds are issued to your original payment method within 7–10 business days of approval

Return window

You may request a return within 14 calendar days from the date of delivery. Requests made after 14 days cannot be accepted. The clock starts on the delivery date your carrier reports, not the date you order or the date you open the parcel.

What we can accept

To be eligible, an item must meet all of these conditions:

  • Unused, unopened, and in the same condition you received it
  • In the original packaging, with all tags and labels still attached
  • Accompanied by proof of purchase — your order number or receipt
  • Covered by a Return Authorization number issued by our team before you ship it back

What we cannot accept

The following are final sale and cannot be returned or exchanged:

  • Personalised or custom-made items, including custom banners and custom decorations
  • Seasonal and holiday items returned after the holiday date has passed — a Halloween item returned in November, for example
  • Anything marked "sale", "clearance" or "final sale"
  • Gift cards
  • Items that have been used, assembled, or removed from their original packaging
  • Balloons and inflatable products once they have been inflated or used

The seasonal rule is worth reading twice, because it is the one that catches people out. If you buy Halloween decorations and they arrive damaged, tell us in October. The same item reported in December falls outside the window. The same applies to Christmas items reported in January.

This is why we ask you to unpack and check your order the day it arrives rather than storing it until the season starts.

How to start a return

  1. Email hello@festmood.com with your order number and the reason for the return.
  2. Wait for your Return Authorization number. We normally reply within 24–48 hours.
  3. Ship the item to the return address we give you.
  4. Send us the tracking number so we can follow it.

Returns sent without an RA number will be refused and returned to sender at your cost. Please do not post anything back before you hear from us.

Who pays return shipping

  • The buyer is responsible for all return shipping costs.
  • Original shipping charges are not refundable.
  • Use a tracked service. We are not responsible for returns lost in transit, and without tracking neither of us can prove what happened.

Refund processing

Once your return arrives we inspect it and email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 7–10 business days. Refunds do not include the original shipping cost. Depending on your bank, the refund may take a few extra days to appear on your statement.

Damaged or defective items

If something arrives damaged or faulty, email hello@festmood.com within 48 hours of delivery with photographs of the item and the packaging. We will assess it and may offer a replacement, store credit, or refund.

The 48-hour window is strict, and the photographs are what make a claim possible — carriers require them. Open and check your order as soon as it arrives, particularly for glass, resin and resin-cast pieces.

Cancellations

Order cancellations are possible only before your order is processed for dispatch. Because we pack within 3–5 business days, that window is short. Email us immediately if you need to cancel, and we will confirm whether we caught it in time.

Colours and appearance

Product colours can look different depending on your monitor, phone screen and lighting. We do not accept returns based on colour perception differences. Product images are for reference — the actual item may vary slightly in size, shape and finish, particularly on hand-painted pieces where small variations are part of how they are made.

Questions

Email hello@festmood.com with your order number. If you are unsure whether something is returnable, ask before you buy — it is a much shorter conversation. For delivery timing see Shipping & Delivery, and for anything else try the FAQ.