All items sent out directly from Chacha Moa are carefully packed and dispatched within 3 business days of purchase, Monday-Friday. As for a made-to-order product, production and the estimated shipping time are stated on the actual product’s descriptions.
We currently only offer delivery to countries within the European Union (*Food order is not available for outside the UK). However, if you live outside the EU, you may be able to still order with us. Please contact us at firstname.lastname@example.org to find out the shipping availability. All custom duties and taxes are the responsibility of the customer.
We will send you an order dispatched email letting you know when the item has been shipped.
As we care about the environment and we try not to waste as much as we can, we may reuse/recycle materials such as cardboard boxes, newspapers, air cushions to pack and ship orders placed with Chacha Moa. If you would NOT like to receive your order packed in these recycled materials, please let us know and we will avoid using them for your order.
We do not use these recycled materials for gift orders which are to be shipped directly to another shipping address to the billing address.
We hope that you love your purchase but understand that sometimes things just aren't quite right. Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
The below are non-cancellable and non-refundable:
Personalised products and products made to order
Any product that has been used, returned without original packaging or is returned in an unsaleable condition. Faulty items must be returned in their original packaging.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
As soon as your returned products have been received by us, we will be notified of the return. We will then contact you by email to let you know that your return has been received and your refund has been processed. Please allow 3-5 working days for the refund to be processed by your payment provider.
If you would like to know exactly when your return is received by us we would advise sending your returns by a tracked service.
If your product is damaged, faulty, or you have received an incorrect product, Chacha Moa will refund the cost of return shipping if you are asked to return it back to us. Faulty items must be returned in their original packaging.
If you are returning a product for any other reason (e.g. it is different to expected), we are unable to cover the cost of return.