Refund policy

Refund and Return Policy

Last updated: September 23, 2026

At Elemomo, our products are made to order. Each item is produced specifically after an order is placed. Please review the product description, size guide, color, shipping address, and order details carefully before completing your purchase.

Order Cancellations and Changes

If you need to cancel an order or change its size, color, or shipping address, contact us as soon as possible at hi.elemomo@gmail.com.

We will try to accommodate your request if production has not started. However, because orders can enter production shortly after they are placed, cancellations and changes are not guaranteed. Once an order has entered production, it cannot normally be canceled or modified.

Change-of-Mind Returns and Exchanges

Because our products are made to order, we do not accept returns or exchanges for non-defective items for reasons including:

Changing your mind
Ordering the wrong size or color
Disliking the design, material, or fit when the item matches its description
Providing an incorrect or incomplete shipping address

Please check the applicable size guide before ordering. Non-defective made-to-order items are considered final sale, except where applicable law requires otherwise.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, misprinted, or materially different from the product description, or if you receive the wrong item, contact us within 7 days after delivery.

Email hi.elemomo@gmail.com and include:

Your order number
A description of the issue
Clear photos of the item
Photos of the packaging and shipping label, when relevant

Please do not discard the item or packaging until we have reviewed your claim.

After verifying the issue, we will normally provide a replacement at no additional cost. If a replacement is unavailable or not reasonably possible, we may issue a full or partial refund, depending on the circumstances.

Missing or Undelivered Orders

If tracking has not updated for an extended period, or your order has not arrived within the estimated delivery timeframe, contact us at hi.elemomo@gmail.com.

If a package is confirmed lost in transit, we will offer a replacement or refund as appropriate. We are not responsible for delivery problems caused by an incorrect or incomplete address submitted by the customer, but we will try to assist where possible.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please check with household members, neighbors, the delivery location, and the carrier first.

If the package remains missing, contact us with your order number and tracking information. We will review the case with the carrier, but a replacement or refund cannot be guaranteed when tracking confirms delivery.

Return Shipping

Do not return an item unless we instruct you to do so.

For verified damaged, defective, or incorrect items, Elemomo will cover reasonable return shipping costs if a return is required. Unauthorized returns, or returns sent to an address not provided by us, may not be accepted or refunded.

Refunds

Approved refunds are issued to the original payment method. After a refund is processed, it may take approximately 5–10 business days to appear in your account, depending on your bank or payment provider.

Original shipping charges are refundable only when the refund results from an error by Elemomo, a verified product defect, or where required by applicable law.

Non-Returnable Items

The following items cannot normally be returned or exchanged unless they arrive damaged, defective, incorrect, or applicable law requires otherwise:

Made-to-order and custom-printed products
Gift cards
Items that have been worn, washed, altered, damaged after delivery, or used beyond what is reasonably necessary to inspect them