Refund policy

Returns
We have a 5-day return policy, which means you have 5 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately we do not accept returns for personalized items or custom orders.

To start a return, you can contact us at hoohooandmouse@gmail.com. Please note that returns will need to be sent to our shop based in California. 

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Ship returning item(s) within 14 days of delivery.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Custom products, personalized items, special orders and sale items cannot be returned unless damaged or defective upon delivery. Please get in touch if you have questions or concerns about your specific item.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 2-3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hoohooandmouse@gmail.com.

Cancellations
Please request a cancellation within 24 hours of placing an order. We cannot accept cancellations after 24 hours or if an order has already begun work.

To start a cancellation, contact us at hoohooandmouse@gmail.com, provide your order number and the reason for cancellation. If approved, you’ll be automatically refunded on your original payment method within 2-3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.