- What do I do if my order hasn't shown up in the specified time?
- Hang in there for another 5 working days and then let MOO know if they still haven't turned up. We'll do everything we can to get your order to you, so please don't worry.
- Actually... how long should it take to get my stuff?
- That depends on what you order. Check out the Delivery FAQ for more details on that.
- My order isn't at all what I expected. What do I do, MOO?
- Oh no! That's a shame… Please contact MOO and let us know what the problem is. If it's fixable, we'll fix it.
- My MOO order arrived and it's damaged! What now?
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We're really sorry to hear your stuff's got messed up. Please return it to MOO using the return label included with your order and a new order will be on its way as soon as the damaged ones have arrived. If you don't have your return label, please send them to MOO here:
MOO Print Ltd.,
6 Baker's Yard,
London
EC1R 3DD,
UNITED KINGDOM - I have to send them back if they're damaged? How come?
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We like to see what's up with a bad order, so we can work out how to fix it. We hope that we only ship perfect orders, but if there's a problem, we really need to know so we can make everything right again.
We ask you to post the order back, but we will refund the cost of the postage.
- Can I get a refund?
- Please get in touch if you're not happy with your MOO order. Once we know what the problem is, we'll let you know how we can help. Please note though, that we only issue refunds in exceptional circumstances rather than as a matter of policy. MOO feel like we've failed if we have to give your money back, and that's no good at all.
- Can I cancel or change my order?
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That will depend on how far down the process your order has gone.
We try to get orders printed as soon as we can, so if your order is listed as 'printing' or 'dispatched' on your account page it is too late to edit or cancel it.
If you think you've made a terrible mistake with your order and it's too late to edit or cancel, please contact customer services. We'll see if there's something we can do to help.
If you are very quick after ordering, it may still be possible to make changes. To do this:
- Head over to your account page and log in
- Scroll down to the section marked 'your orders' and locate the order you've just made. (Each order you make will be dated with the day you made it.)
- If your order is still waiting to go to print, you'll see an option to edit or cancel it.
- Clicking edit will take you back into the process, for you to make and save your changes.
- Clicking cancel will stop the process and return any money taken to your account.
