We care about your experience with Misty & Molly. If something isn’t right, we’ll do our best to make it right.

Return Eligibility (Non-EU Customers)

We accept returns and exchanges only if:
• Your item arrived defective or damaged, or
• We made an error (wrong item sent)

We do not accept returns/exchanges for:
• Change of mind / buyer’s remorse
• Incorrect size selection
• Dissatisfaction with style, color, fit, or personal preference
• Normal wear and tear
• Items reported outside the time window below

We provide detailed sizing information on product pages and encourage measuring before ordering.

Reporting a Defect or Damage (7-Day Window)

If your item arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery.

Please email support@mistyandmolly.com with:
• Clear photos (or a short video) showing the issue
• Photos of the product, packaging, shipping label, and any visible damage, if applicable

Please note: To review claims involving damage, defects, wrong items, missing items, or suspected transit issues, we may require clear photos or video of the package as received, including the outer packaging, shipping label, all contents received, and any visible damage or tampering. Failure to provide requested supporting evidence may prevent us from investigating or approving the claim.

Damaged or Defective Items: Replacement First

For verified damaged, defective, or incorrect items reported within 7 days, our standard resolution is a free replacement.

• Replacements are shipped as soon as the issue is verified (typically within 1–2 business days, depending on availability)
• In some cases, we may ask you to return the original item or safely dispose of it—we’ll provide instructions if needed

Refunds (Including Defective Items)

In most cases involving damaged, defective, or incorrect items, we provide a replacement instead of a refund.

A refund may be approved only if:
• A replacement is not available, or
• Our team determines a refund is the most appropriate resolution

Refunds are issued to the original payment method.

EU 14-Day Cooling-Off Period (EU Customers Only)

If you are located in the European Union, you have the right to cancel your online purchase within 14 days of receiving your order, for any reason.

To exercise this right:
• Email us within the 14-day cancellation period
• You will then have an additional 14 days to return the item

Refund timing (EU cooling-off):
• Refunds are issued within 14 days after we receive the return, or once valid proof of shipment is provided
• For EU cooling-off returns, we refund the returned item amount and, where required by law, the original standard shipping cost
• If you selected express or upgraded shipping, any amount paid above standard shipping is non-refundable

Return Shipping Costs

• All returns outside the EU must be pre-approved. If a return is approved, the customer is responsible for return shipping costs, unless the item is defective, incorrect, or we made an error
• EU cooling-off returns: Customers are responsible for return shipping costs, unless the item is defective, incorrect, or we made an error
• If we request a return for a defective item or an order error, return instructions will be provided case-by-case

Please note: We do not provide prepaid return labels unless required by law or approved by our team for a confirmed defect, incorrect item, or order error.

Original Shipping Fees

Where required by law, we will refund the original standard shipping cost paid for an eligible return.
If you selected expedited or express shipping, any amount paid above standard shipping is non-refundable.

Return Conditions (For Any Approved Return)

• All returns must be pre-approved
• For non-defective returns, items must be unused, unworn, and in original packaging
• For defective, damaged, or incorrect items, return condition requirements will be communicated by our team during the approval process
• Returns that do not meet the approved return conditions may be declined

Non-Returnable Items

• Earrings (for hygiene reasons)
• Final sale items
• Personalized items (if applicable)

Exchanges

We offer exchanges only for:
• Defective, damaged, or incorrect items reported within 7 days of delivery

Email support@mistyandmolly.com for approval and next steps.

Missing or Not-Received Packages (U.S. Orders)

If a package shows no delivery scan, we can refund or replace after carrier confirmation.

If tracking shows “Delivered” but you did not receive it:
• Check household members, neighbors, mailbox/parcel locker
• Contact the carrier/post office and file a claim
• We’re happy to provide any information needed for your claim

If tracking shows “Delivered” and you believe the package arrived empty, was tampered with, or was missing contents, you must contact us within 7 days of delivery and provide clear photos of the package as received, including the shipping label, outer packaging, all contents received, and any visible damage or tampering.

This information may be required for us to investigate with the carrier and review eligibility for a replacement or refund. Failure to provide requested supporting evidence may prevent us from investigating or approving the claim.

Refund Timing

Once a refund is processed on our end, please allow your bank/card issuer time to post it. If it doesn’t appear, contact us at support@mistyandmolly.com.