Returns & Refunds

We want you to be happy with what you ordered. Because our products are made individually for each order, this page explains what we can put right, and how to reach us if something is wrong.

Made-to-Order Products

Most VAZIMOON products are printed or embroidered for you after you order, rather than picked from existing stock. This is why our approach to returns is different from a store selling ready-made inventory: an item made for your order cannot simply be returned to a shelf.

What this does not change is our responsibility when something goes wrong on our side. If an order arrives damaged, faulty or incorrect, we will put it right.

Damaged or Defective Items

If your item arrives damaged, or with a manufacturing, printing or embroidery defect, contact us as soon as you can and within 30 days of delivery.

You will not need to post the item back to us for this. Once we have reviewed the issue, we will confirm an appropriate resolution, which may be a replacement or a refund depending on the circumstances.

A note on production characteristics. Some characteristics can occur normally depending on the printing or embroidery method used:

• Embroidery: slight variations in stitch density or texture, visible backing on the inside of the garment, and some simplification of very fine details or small text.
• Direct-to-garment printing: a faint smell on a new garment, or light pre-treatment residue on pale fabrics. These usually disappear after the first cold wash.
• Print placement: small variation in exactly where a print sits on the garment.

If you believe your item has a genuine production issue, contact us and we will review it. If you are simply unsure about something you have noticed, send us a photo and we will take a look.

Wrong Item or Variant Received

If you received a different product, or the wrong size or colour compared with what your order confirmation says, that is our error and we will correct it at no cost to you. Contact us within 30 days of delivery with your order number and a photo, and we will arrange a replacement or refund.

Wrong Size Ordered

This is different from the situation above. If the size you received matches the size on your order, but it does not fit the way you hoped, we are generally unable to offer a free replacement or refund, because the item was produced specifically for that order.

Please check the measurements shown on the product page before ordering, as sizing varies between garment styles and your usual size may not apply. If you are unsure, email us before you buy and we will help you choose.

If you have already ordered and think the size is wrong, contact us anyway. We will tell you what is possible for that particular product.

Change of Mind

Because each item is made after ordering, we are generally unable to accept returns simply because you changed your mind or no longer want the product.

If your order has not yet entered production, we may still be able to cancel it. Contact us as quickly as possible and we will check.

Order Changes & Cancellations

Orders can move into production quickly. If you need to change or cancel an order, email support@vazimoon.com as soon as possible with your order number.

We will do our best to help, but changes and cancellations cannot be guaranteed once production has started.

Lost or Missing Orders

If your order has not arrived, contact us and we will investigate with the fulfillment partner and carrier.

Timing matters here, because claims for undelivered parcels have to be raised within a limited period. As a guide, please get in touch promptly if your order has not arrived within roughly 30 days of shipping for orders within the US or the EU, or roughly 45 days for other international orders. Contacting us sooner is always better than later.

Before you write, it helps to confirm that the delivery address on the order is complete and correct, and to check with your local post office or carrier, as parcels are sometimes held for collection.

Each case is reviewed individually based on the carrier and fulfillment information available, and we will let you know the outcome and the options.

Packages Marked Delivered

If tracking shows your parcel as delivered but you cannot find it, these steps resolve most cases:

• check around the delivery location, including porches, side doors and safe places
• ask others at the address
• check with neighbours, or with reception or the front desk in an apartment or office building
• look at the tracking detail, which sometimes names where the parcel was left
• allow a short time, as carriers occasionally scan a parcel as delivered slightly before it arrives

If it still cannot be found, contact us with your order number and we will look into it.

How to Report a Problem

Email support@vazimoon.com and include:

• your order number
• a short description of the issue
• clear photos showing the product and the problem, where relevant
• for delivery issues: the shipping address and tracking number, if you have one

Photos are the single thing that speeds a claim up most, so please include them where they apply.

Approved Refunds

Where a refund is approved, it is issued to the original payment method used for the order.

Once we have issued it, how quickly it appears on your statement depends on your bank or payment provider rather than on us.

Return Instructions

Please contact us before returning any item. Do not send products back without return instructions from our support team.

Our Missoula address is a business contact address, not a returns address, and items sent there cannot be processed. For most issues, such as a damaged or misprinted item, no return is needed at all. If a return is genuinely required in your case, we will give you the correct address and instructions in writing.

Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer law. Depending on where you live, you may have additional statutory rights regarding faulty goods or cancellation, and this policy does not replace them.

Need Help?

Email: support@vazimoon.com
Phone: +1 406 476 4656

Please include your order number so we can help you faster.

VAZIMOON is operated by LOUBINETTE LLC.
Business contact address: 127 N Higgins Ave, Ste 307D #2822, Missoula, MT 59802, USA