Cancellation Policy

2-Hour Cancellation Policy

At Mooni.art, we work hard to meet our customer satisfaction promise and hit our shipping deadlines. Because each piece is made to order and enters production quickly, cancellations and changes are only possible within a short window.

Overview

• Cancellation Window: Cancellation requests must be submitted within 2 hours of placing your order.
• After Production Starts: Once an order has entered our production workflow, it typically cannot be cancelled or changed.
• Missed Window Requests: If your request is received after the 2-hour window, we may try to intervene with production as a courtesy, but we cannot guarantee we’ll be able to stop or change the order in time.
• Shipping Address Updates: Shipping address changes may still be possible after the 2-hour window if the order has not shipped. Address changes are not guaranteed and may not be possible once a shipping label has been created or the parcel has been handed to the carrier.

Cancellation Process

• Contact Us: Submit your cancellation request via our contact form and include your order number.
• Request Wording: Choose “Cancellation Request” from the dropdown options.
• Confirmation: If your order is still within the allowable window and has not entered production, we will confirm the cancellation.

Order Changes

Requests to change details such as size, design, or personalization follow the same rules as cancellations:

• Changes must be requested within 2 hours of purchase.
• If your request arrives after 2 hours, we may try to assist, but changes are not guaranteed once production has started.

If We Can’t Stop Production

If we’re unable to stop production, your order will continue as placed. Please wait for delivery and refer to our Returns Policy for next steps.

Customer Support

If you have any payment questions or issues at checkout, please contact us by email or via our contact form and we’ll help you promptly.

Mooni.art (a subsidiary of iGenio, SLU)
Carrer Callaueta 8
AD500 Andorra La Vella, Andorra

Email: support@mooni.art

Customer Service Hours

Mon - Sat: 9am - 5pm CST (UTC-6)

We aim to respond to your enquiry within 24 hours.