Returns & Fixes
MoodTag tags are personalised (engraved) to order. Please read the policy below carefully so you know what we can (and can’t) do if something needs to be changed or fixed.
Change of mind
Because each tag is personalised, change-of-mind returns are generally not available once engraving has started.
If you realise there’s a mistake in your order details, contact us as soon as possible. If you contact us before your tag is engraved, we may still be able to help.
Important: The buyer is responsible for ensuring engraving details are entered correctly at checkout.
Wrong details entered by the customer
If the engraving details were entered incorrectly at checkout (for example, an incorrect phone number, spelling, or name), we are not able to provide a refund or remake.
Please double-check your engraving details carefully before placing your order.
If we made a mistake or there’s a defect
If MoodTag made an engraving error (for example, the engraving does not match what you submitted) or your tag arrives with a defect, we will arrange a remake.
In these cases, we will send the replacement via express shipping.
Reporting window
You have 30 days to review your tag and report any issues to us. Please contact us within this timeframe so we can resolve it quickly.
Proof required (photos + packaging)
To request a remake due to an error or defect, you must provide:
- Clear photos of the tag showing the issue
- Photos of the original packaging
No proof = no refund or remake.
Returns & Fixes FAQs
Can I return a personalised tag if I change my mind?
In most cases, no—because each tag is engraved to order. If you contact us before engraving begins, we may still be able to help.
What if I typed the wrong details?
The buyer is responsible for the engraving details entered at checkout. We cannot refund or remake tags where the customer entered incorrect details.
What if MoodTag made a mistake or the tag is defective?
If the engraving does not match what you submitted, or the tag arrives defective, we will remake the tag and ship it via express shipping.
How long do I have to report an issue?
You have 30 days to report issues.
Do I need to provide proof?
Yes. Photos of the tag and original packaging are required. No proof = no refund or remake.
Need help?
If you believe there is an issue with your order, contact us within 30 days and include photos of the tag and packaging so we can help quickly.
More questions? See Full FAQs →