Refund Policy
Refund & Returns Policy
At Forever Moore by Shelly, every item is handmade with care, time, and attention to detail. Because of the handmade nature of our products, small variations in colour, texture, size, or appearance may occur. These variations are not considered defects and are part of what makes each piece unique.
Returns
We want you to be happy with your purchase. If your item arrives damaged, faulty, or significantly different from the description, please contact us within 7 days of delivery.
When contacting us, please include your order details and clear photographs showing the issue. We will review your request and, where appropriate, offer a replacement, repair, or refund.
Change of Mind
As our products are handmade to order or in limited quantities, we generally do not accept returns or refunds for change of mind, incorrect choices, or simply deciding that you no longer want the item.
Please carefully review product descriptions, measurements, colours, and photographs before placing your order. If you are unsure about an item, please contact us before purchasing and we will be happy to help where possible.
Custom & Personalised Items
Custom, personalised, or made-to-order items are non-refundable unless they arrive damaged, faulty, or contain an error made by Forever Moore by Shelly.
Please carefully check any personalisation details you provide, including names, dates, spelling, and other information, before submitting your order. We cannot be responsible for errors resulting from incorrect information supplied by the customer.
Damaged Items
If your order arrives damaged, please contact us as soon as possible and within 7 days of delivery, with photographs of the item and packaging. Please retain the original packaging until the matter has been resolved, as it may be required for an investigation.
Refunds
Once your return or refund request has been approved, any applicable refund will be issued to the original payment method. Please allow additional time for your payment provider or bank to process the refund.
Original postage or delivery charges are generally non-refundable unless the item was damaged, faulty, or the error was made by Forever Moore by Shelly.
Exchanges
Exchanges may be considered on a case-by-case basis, subject to availability. Custom or personalised items cannot normally be exchanged.
Contact Us
If you have any questions about a product, your order, or this Refund & Returns Policy, please contact Forever Moore by Shelly before placing your order whenever possible. We are always happy to discuss any concerns and will do our best to resolve issues fairly and reasonably.
Forever Moore by Shelly reserves the right to assess each refund or return request individually.