My Mini and the Moon — Shop Policies

🛍️ Orders & Processing
• All costumes and accessories are handcrafted to order with care and attention to detail. Please allow 5–10 business days for processing before your order ships, though many orders are completed sooner.
• Orders are processed Monday through Friday, excluding public holidays.
• Once your order has been placed, you will receive an order confirmation email. A second notification with tracking information will follow once your order has shipped.
• We reserve the right to cancel orders that cannot be fulfilled due to material availability, in which case a full refund will be issued promptly.

📐 Custom & Personalized Orders
• We warmly welcome custom orders and commissions. Please reach out before purchasing to discuss sizing, colors, and design details.
• Custom orders require full payment upfront and are not eligible for return or exchange unless the item arrives damaged or significantly different from what was agreed upon.
• For the best fit, please provide your mini's measurements including body length, girth, and head circumference at the time of ordering. A measuring guide is available upon request.
• Custom order processing times may be longer than standard orders. We will always communicate estimated timelines clearly before work begins.

📦 Shipping
• We ship via USPS, UPS, and FedEx depending on package size and destination. Shipping options and rates are calculated at checkout.
• Domestic orders (United States) typically arrive within 3–7 business days after shipment.
• International orders are welcome. Delivery times vary by destination and are typically 10–21 business days after shipment. Please be aware that international customers are responsible for any customs fees, duties, or import taxes applicable in their country.
• We are not responsible for delays caused by carriers, customs processing, or circumstances outside our control.
• In the event that a package is lost or significantly delayed, please contact us and we will do our best to resolve the situation with you.

🔄 Returns & Exchanges
We want you and your mini to be completely delighted with every purchase. If something is not right, here is how we can help.
Returns
• We accept returns on standard (non-custom) items within 14 days of the delivery date.
• Items must be returned in the exact condition in which they were received — unworn, unaltered, free of animal hair, odor, and dirt, and in their original packaging where applicable.
• To initiate a return, please contact us at [your email address] within 14 days of delivery with your order number and reason for return. We will provide return instructions at that time.
• Once the returned item has been received and inspected, a full refund of the item price will be issued to your original payment method within 5–7 business days.
• Return shipping costs are the responsibility of the customer unless the item arrived damaged or we made an error with your order.
• Items returned outside the 14-day window, or in a condition other than that in which they were received, will not be eligible for a refund and will be returned to the sender.
Exchanges
• We are happy to facilitate exchanges for a different size or item within the 14-day return window, subject to availability.
• Please contact us before sending anything back so we can confirm availability and guide you through the process.

Non-Returnable Items - The following are not eligible for return or exchange:
• Custom and personalized orders
• Items that have been worn, altered, soiled, or show signs of use
• Items returned after the 14-day window
• Sale or discounted items marked as final sale

🐴 Damaged or Incorrect Orders
• If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photographs of the item and packaging.
• We will arrange a replacement, repair, or full refund at no additional cost to you depending on the nature of the issue.
• We stand behind the quality and craftsmanship of everything we make and will always work to make things right.

💳 Payments
• We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay through our secure Shopify checkout.
• All transactions are processed securely. We do not store payment information.
• Prices are listed in US Dollars (USD). International customers may be subject to currency conversion fees by their bank or card provider.

🔒 Privacy
• We collect only the personal information necessary to process and fulfill your order, including name, shipping address, and email address.
• We do not sell, share, or distribute your personal information to third parties for marketing purposes.
• Order and contact information may be used to send transactional emails such as order confirmations, shipping notifications, and follow-up customer service communications.
• For full details please see our Privacy Policy page.

💬 Customer Service
We are a small handcrafted shop and we genuinely care about every single order and every single customer. If you have a question, a concern, or simply want to share a photo of your mini in their new costume — we would love to hear from you.
• Email: [your email address]
• Response time: We aim to respond to all enquiries within 1–2 business days, Monday through Friday.

❤️ A Note From Us
Every costume that leaves our studio was made by hand with love, intention, and a deep admiration for the remarkable miniature horses that inspired them. We are grateful beyond measure for every customer who trusts us to dress their extraordinary mini — and we will always do our very best to deserve that trust.
Thank you for being part of the My Mini and the Moon family.

Policies last updated: 06/2026