Refund policy

I want you to love what you buy from me. I'm an independent artist, and most of my work is either produced individually for each order or made especially for you. Please read this policy before purchasing: it explains what can be returned or cancelled, how to do it, and what to expect. Wherever you live, your statutory consumer rights always apply on top of this policy. If you are a consumer in the European Union or the United Kingdom, the dedicated section below sets out your right of withdrawal in full.

Who you are buying from. Your order is sold to you by Cookie Moon, acting as a professional trader, at 190 Schraalenburgh Road, Haworth, NJ 07641, United States. For any question about an order, a return, or a cancellation, please submit a ticket through my Support Request form

Quick summary

This table is a quick overview. The full conditions for each case are described in the sections that follow, and they prevail over this summary.

What I sell, and what it means for returns

My shop offers four kinds of product, and each is handled differently.

• Art prints are produced individually for each order through my print partner. Because each one is made to order, they are not stocked in advance.

• Original paintings are unique, one-of-a-kind pieces that ship directly from me.

• Day Dream Club is a monthly print subscription: each month you receive an A5 print and a personal letter, with occasional extra surprises. You can cancel at any time.

• Custom pieces and commissions are created specifically to your request. They are arranged through my custom request form and invoiced separately, outside the standard shop checkout.

Art prints

Each print is produced to order, so, apart from the statutory cooling-off rights described in the EU & UK section below, I can't accept returns or exchanges simply for a change of mind.

If a print arrives damaged, faulty, or materially different from its description, I'll put it right. See “Damaged, faulty, or lost orders” for how to report it.

Original paintings

Original artwork can be returned within 14 days of delivery if you change your mind. To be eligible:

• the piece must reach me unused and in its original condition;

• it must be returned in its original packaging, or equivalent protective packaging.

Return shipping. You arrange and pay for return shipping. I strongly recommend a tracked and insured service, because I can't refund a piece that is lost or damaged on its way back to me. Once the painting arrives safely, I'll refund the price of the item. (For EU and UK customers, how the original outbound shipping cost is handled is explained in the EU & UK section.)

Day Dream Club subscription

How it works. Day Dream Club is a recurring subscription. You are charged automatically each month at the price shown on the product page, and a new A5 print and letter are sent to you, until you cancel. There is no minimum commitment.

Cancelling. You can cancel at any time through the subscription management link in your account or order confirmation emails, or by emailing me at cookiemoonprints@gmail.com. To avoid being charged for the next month, please cancel before your next renewal date.

Refunds on the subscription. Cancelling stops all future renewals. Prints for months that have already been billed and produced or dispatched are made to order and are not refundable, except where an item arrives damaged or faulty, in which case the usual remedies apply.

EU & UK subscribers. Your right of withdrawal applies to the subscription. You may withdraw within 14 days of receiving your first print, and I'll refund that delivery as described in the EU & UK section. After that period you keep the ongoing right to cancel future renewals at any time.

Custom pieces and commissions

Commissioned and personalized pieces are created specifically for you, to your specifications. They are requested through my custom request form, then quoted and invoiced individually, outside the shop checkout, since each project has its own scope and price.

The terms of each commission are agreed with you in writing before any payment. Because these pieces are made to your specification, they can't be returned or refunded once the work has been approved and started, and they are exempt from the EU and UK right of withdrawal. This does not affect your rights if a finished piece arrives damaged or faulty, in which case I'll arrange a repair, replacement, or refund as appropriate.

Damaged, faulty, or lost orders

This applies to every product, including prints, subscription items, and commissions.

If your order arrives damaged or faulty, please contact me within 7 days of delivery through the Support Request form with your order number and a clear photo of the item and its packaging. I'll arrange a replacement or a full refund, including any shipping you paid.

If a tracked order is confirmed lost in transit, I'll replace it or refund you in full. For very long international delays, please allow a reasonable carrier investigation window before a parcel is treated as lost.

EU & UK customers: your right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you have a legal right to cancel most orders within 14 days without giving any reason. This right is in addition to everything else in this policy and to the legal guarantee described in the next section.

• When the period runs: the 14 days start on the day you, or someone you nominate, take physical possession of the goods. For an order delivered in several parts, it starts when you receive the last item. For the Day Dream Club subscription, it starts when you receive your first print.

• What is covered: art prints, original paintings, and the first delivery of the Day Dream Club subscription.

• What is excluded: custom pieces and commissions, which are made to your specification and are exempt by law.

How to withdraw

Use my online withdrawal form: cookiemoon.shop/pages/eu-withdrawal-form. You can also find a Withdraw from contract link in the footer of every page.

• Returning the goods: after telling me you wish to withdraw, send the goods back without undue delay and within 14 days at the latest. The direct cost of return shipping is yours. I recommend a tracked, insured service.

• Your refund: I'll refund the price of the item plus the standard outbound delivery cost you originally paid. If you chose a delivery option more expensive than my cheapest standard one, I refund only up to that standard cost. The refund is issued without undue delay, and no later than 14 days after I receive the goods back, or after you provide proof that you have sent them, whichever is earlier. It goes to your original payment method.

• Condition of the goods: you may handle an item only as you would in a shop, to check its nature and characteristics. If its value is reduced by handling beyond that, I may deduct an amount to reflect the loss.

Legal guarantee (EU & UK)

Separately from the right of withdrawal, EU and UK consumers are entitled to a remedy if goods are faulty, damaged, or not as described, for up to two years from delivery. Contact me and I'll arrange a repair, replacement, or refund as appropriate. This applies regardless of any change-of-mind conditions above.

How to start a return

To start a return, please use my Support Request form. before sending anything back. Select the relevant request and include your order number and the reason for the return. I'll reply with the return address and the next steps. Items sent back without contacting me first may not be accepted.

Refunds and timing

Approved refunds are issued to your original payment method. Once I've received the returned item, or your proof of return, please allow 5 to 10 business days for me to process it. EU and UK withdrawals are processed within the 14-day legal timeframe described above. Your bank or card provider may take a little longer to show the refund on your end.

Questions and contact

If anything here isn't clear, or you'd like to exercise any of your rights, the quickest way to reach me is my Support Request form. You can also use the details below.

• Support: cookiemoon.shop/pages/support-request

• Email: cookiemoonprints@gmail.com

• Post: Cookie Moon, 190 Schraalenburgh Road, Haworth, NJ 07641, United States