At Mood Merch, we create story-driven apparel and merchandise designed with meaning. We want your order to arrive safely and for you to know exactly what to expect when it comes to shipping, returns, exchanges, and refunds.
1. Shipping
We currently ship using trusted delivery partners such as Courier Guy and PUDO. Orders are generally processed and delivered within 5 to 7 working days from the date that payment is successfully received and confirmed. Delivery times are estimates and may vary depending on your location, public holidays, courier delays, weather conditions, or other circumstances outside our control.
Shipping fees, if applicable, are displayed at checkout before payment is completed.
We will use reasonable efforts to deliver your order within the estimated timeframe. Under South African e-commerce law, suppliers must provide delivery timing information and, if they cannot fulfil an order, the consumer may cancel and obtain a refund in accordance with the Act.
2. Order Tracking and Delivery Issues
If tracking shows your parcel as delivered but you have not received it, or if your parcel appears delayed, please contact us as soon as possible at info@moodmerch.co.za or 070 581 4879 so that we can assist.
Please ensure that your delivery details are correct at checkout. Mood Merch will not be responsible for delays or failed delivery caused by incorrect or incomplete customer information.
3. Returns for Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged, or different from what you ordered, please contact us within a reasonable time after delivery with:
- your order number,
- a short description of the issue, and
- clear photos where applicable.
If a product is defective, South African consumer law gives consumers an implied warranty of quality for 6 months after delivery. Where goods fail to meet the required standard, the consumer may choose a repair, replacement, or refund.
If your return is approved because the item is defective, damaged, or incorrectly supplied, Mood Merch will cover the reasonable return shipping costs or arrange collection where possible. Once the returned item has been inspected and approved, we will either:
- replace the item,
- repair the item where appropriate, or
- refund the amount paid for that item.
4. Change-of-Mind Returns
Because many Mood Merch items may be produced in limited runs, themed collections, or made specifically for a particular drop, we do not accept returns or exchanges for change of mind, incorrect size choice, or personal preference, unless required by law.
Nothing in this clause limits any statutory right that may apply to your transaction, including any cooling-off right that applies under South African e-commerce law, subject to the exclusions in that law.
5. Exclusions from Return
Unless required by law, we do not accept returns or exchanges on:
- personalised or custom-made items,
- items made to order,
- products that have been worn, washed, altered, or damaged after delivery,
- items returned without original tags or packaging where these were supplied,
- gift cards or digital products, if applicable.
Certain statutory cooling-off rights do not apply to goods made to a consumer’s specifications, clearly personalised goods, goods that cannot reasonably be returned by reason of their nature, or goods likely to deteriorate rapidly.
6. Refunds
Approved refunds will be processed back to the original payment method used at checkout, unless otherwise agreed. Refund timing may depend on your payment provider or bank.
Shipping charges are non-refundable unless:
- the return is due to our error,
- the product was defective,
- the product was damaged on arrival, or
- the law requires otherwise.
Where a statutory cooling-off right applies, refunds will be handled in accordance with applicable law.
7. Exchanges
If you would like to exchange an item, please contact us first before sending anything back. Exchanges are subject to stock availability. If the requested replacement item is unavailable, we may offer a store credit, replacement with a similar item, or refund where appropriate.
8. Contact Us About Shipping or Returns
If you need help with delivery, returns, or refunds, contact:
Mood Merch
Email: info@moodmerch.co.za
Phone: 070 581 4879
Online store only — no public collection