Refund policy
Return and refund policy
At MOODLAG_, every piece is printed on demand, with care. If an order does not suit you, here is how to proceed — simply, and without stress.
Cancelling or changing an order before shipment
Every piece is made to order, and production may begin as soon as payment is confirmed. We therefore cannot guarantee that an order can be changed or cancelled before shipment.
If you notice a mistake — size, colour, delivery address, or quantity — email us immediately at contact@moodlag.com and include your order number. If production has not yet started, we will do our best to change or cancel your order. If we can cancel it, you will receive a full refund. Once production has started, the order can no longer be changed or stopped. This does not affect your statutory 14-day right of withdrawal, which begins on the day you receive your order.
Right of withdrawal — 14 days
Under articles L221-18 and following of the French Consumer Code, you have 14 days from delivery of your order to exercise your right of withdrawal, with no reason required.
Return conditions
- The item must be unworn and unwashed, in its original condition, with its tags.
- For hygiene reasons, items that are visibly worn or damaged cannot be taken back.
- Keep the original packaging if you can.
Return postage
Return postage is at your expense in case of withdrawal. If the item is faulty, damaged or does not match your order, however, we cover everything and nothing needs to be sent back: a photo is enough.
How to return an item
- Write to us at contact@moodlag.com with your order number and the item concerned.
- We send you the steps to follow and the return address.
- Send your parcel back within 14 days, with the carrier of your choice.
Refund
Once we receive and check the returned item, we issue the refund within 14 days, to the payment method used for the order. You receive a confirmation by email.
Exchanges
To exchange a size or a model, the fastest route is to return the item for a refund and place a new order. Get in touch, we will walk you through it.
Faulty item or wrong order
If you receive a faulty, damaged or non-conforming item, contact us within 30 days of delivery at contact@moodlag.com with a photo: we replace it or refund you in full, return postage at our expense. That window is a commercial commitment: beyond it, the legal guarantee of conformity still applies for two years from delivery, and the guarantee against hidden defects for two years from discovery of the defect.
Lost parcel
If the parcel never arrives, report it within 30 days of the estimated delivery date: beyond that, our printer no longer accepts the claim. We reprint or refund.
Wrong address or unclaimed parcel
If the address entered is incomplete or wrong, or if the parcel goes unclaimed, it comes back to us. We can reship once a valid address is confirmed; the cost of doing so is at your expense. After 30 days, the item can no longer be recovered.
Complaints and mediation
For any complaint: contact@moodlag.com. Should a dispute remain unresolved, you may use a consumer mediator free of charge, under article L616-1 of the French Consumer Code. The competent mediator is CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris — www.cm2c.net. Cases are filed online at www.cm2c.net/declarer-un-litige.php.
MOODLAG_ — Delayed, not disappeared.