Please Read our Trading Terms & Conditions
Mooshi strives to meet a high standard in handmade artistic craftsmanship and personalised customer service.
To achieve this standard of service, good communication and fair trading terms and conditions are essential. Please familiarise yourself with our policy below.
Deposits taken vary according to the cost of an item and production time required. A minimum 10% deposit will be required, payable within 7 days of the date of invoice. Quotations are valid for 14 days. Further payments will be due in instalments set by Mooshi and payable within 7 days of receipt of invoice. Mooshi will ship an order immediately the final invoice is paid and will contact the customer to advise that their order has been shipped and will provide shipment details.
Mooshi offers a 24 hour cooling-off period after payment in which time an order can be cancelled and a full refund received within five (5) days after the end of the cooling-off period. After this time, Mooshi will have started production on the order. No refund is given if a customer cancels an order after the cooling-off period.
Please refer to the item’s production requirements for an indication of when you can expect your order to be completed. Please note that production times are subject to change at notice should an issue arise such as:
- the need to make additional pattern or garment/accessory alterations that were not planned for. Additional charges will apply;
- delays in receiving bespoke supplies to fulfil an order. If the delay will significantly impact on Mooshi’s ability to fulfil an order by the delivery deadline, Mooshi will offer alternative substitute materials to custom make the order and adjust the charges accordingly if necessary;
- unforeseen circumstances that impact on Mooshi’s ability to successfully fulfil an order as agreed.
For orders that are required for an important occasion, please inform Mooshi of the date you would like the order delivered by.
Mooshi will communicate with you throughout the production time frame to keep you up to date on the progress of your order. Should any issues arise in fulfilling your order that is beyond the control of Mooshi, we will try to give you a minimum of three (3) weeks notice, and will refund any monies paid if the order cannot be fulfilled.
Refunds, Returns and Repairs
Should your purchase of any of our made-to-order products not meet your expectations and you would like a refund, please contact Mooshi with your reasons for a refund within seven (7) days of receiving the product. Mooshi will only agree to refund a product if it is returned in its original condition, has not been worn, washed, used or damaged, and is returned with all labels still intact. Mooshi reserves the right to refuse a refund if these conditions are not met or the claim(s) for a refund are unreasonable or misleading. Mooshi cannot accept responsibility or liability for customers not following the recommended care labels attached or otherwise indicated on the product’s boutique listing.
Provided the above conditions have been met a refund will be processed within seven (7) days on receipt of the returned item. The cost of returning a product to Mooshi is at the customer’s expense. Mooshi does not refund the original shipping and handling cost a customer incurred at the time of order.
Mooshi will offer to repair or exchange a made-to-order product within seven (7) days from the date of purchase if the craftsmanship is faulty and the product is unwearable or unpresentable due to a manufacturing issue. In this instance, Mooshi will reimburse the customer for the cost of shipping the returning item to Mooshi at an agreed shipping rate. Mooshi will also cover the cost of shipping the repaired or exchanged item to the customer at a rate equivalent to the original shipping rate charged. Please contact Mooshi to discuss any concerns you may have and provide proof of the faulty craftsmanship. Mooshi will only agree to repair or exchange a made-to-order product due to faulty craftsmanship if the product is still in its original condition, has not been worn, washed, used or intentionally or unintentionally damaged by the customer or any wearer and is returned with all labels still intact. Mooshi reserves the right to refuse to repair or exchange an item if these conditions have not been met or the claim(s) for faulty craftsmanship are unreasonable or misleading.
Bespoke by Mooshi
Bespoke by Mooshi products cannot be returned and refunded unless the product’s craftsmanship is faulty due to a production issue and the product has not been worn, used or damaged through careless handling. Mooshi thoroughly inspects each order before shipping and does not accept fraudulent, petty or misleading claims for faulty craftsmanship as all work is produced by hand with great care and attention to detail. Minor deviations in perfection that do not affect the wearability or impede the appearance of the product should be expected for handmade artistic products. In Mooshi’s opinion, this is what defines authentic and original handmade artistic craftsmanship.
Request for repairs must be made by email to firstname.lastname@example.org with dated photographs of the bespoke product showing the faulty craftsmanship within 2 days of receipt. Mooshi will refund the cost of return shipping, provided the product is shipped using the same or equivalent shipping method with which it was received. Please include a copy of the shipping receipt with the returning parcel.
Mooshi will not refund repair costs if the repair is carried out by someone else other than Mooshi. The length of time required to repair a faulty product will depend on the repair required. Mooshi will repair a faulty product without delay as soon as it is received and will advise when the customer can expect it to be returned. Mooshi will cover the cost of shipping the product back to the customer in this instance.
Please ship returns to:
Ms Olivia Torma
PO Box 2699
Limited Warranty & Liability
While every care is taken in the preparation and production of a Bespoke by Mooshi order and a made-to-order product, Mooshi makes no warranties, expressed or implied of merchantability, fitness for purpose or otherwise. In the event of any discrepancy or error on the part of Mooshi, Mooshi’s liability is limited solely to the remuneration paid to Mooshi by the customer. In no event shall Mooshi have any responsibility or liability for direct, indirect, incidental or consequential damages incurred by a customer as a result of any error, including any error performed by the customer in providing information required by Mooshi to fulfil any of its services.
Placing an order and paying for a Mooshi®, Repro by Mooshi, or Bespoke By Mooshi product or service is an agreement from the customer that they accept all of Mooshi’s trading policies and terms and conditions as published on this web site and in any correspondence related to a Bespoke by Mooshi order or purchase of a made-to-order product from the Mooshi® and Repro by Mooshi collections.
For further information or questions regarding Mooshi’s trading policies please contact Mooshi. Information on Mooshi’s Boutique Policies are subject to change without notice. Mooshi’s Shipping Policy may also vary from Australia Post’s most current shipping guidelines. Mooshi will try to maintain accuracy without obligation. Please always check the Australia Post web site for the most current shipping guidelines.