Refunds · 退款與退貨
Refund & Returns Policy
Fourteen days, unused pieces, original box. If it arrived broken we replace it, and if we miss the ship-by date you get everything back.
Last updated 9 October 2026 · This policy forms part of our Terms of Sale.
01 · The return window
- Fourteen days from the day your parcel is delivered to request a return.
- A further fourteen days to actually post it back once we have approved the request.
- The piece must be unworn and unused, and back in its original display box.
- Pieces bought as gifts can be returned by the recipient with proof of purchase; we refund the original payer.
02 · What cannot be returned
- Worn pins. Ebony absorbs the oils of whoever wears it, so a worn pin cannot be sold to anyone else. Try wearing it for a day before deciding — we would rather you loved it than returned it unused.
- Made-to-measure or engraved commissions, if we ever open them — they will be marked as non-returnable at the point of sale.
- Gift cards or digital vouchers, once redeemed.
03 · How to start a return
Email us hello@mozan.studio
Include your order number and, if it is a fault, two photographs. Do not post anything back before we reply — an unannounced parcel takes far longer to match up.
Get approval Within 2 days
We reply with a return address and, for faulty pieces, a prepaid label so it costs you nothing.
Post it back Tracked
Use a tracked service and keep the receipt. We cannot refund a return that never reaches us.
Refund issued 5 working days
Refunds go back through Stripe to the original payment method within five working days of arrival. Your bank may take a few more days to show it.
04 · Who pays return postage
- Change of mind: you pay return shipping, we refund the product price and original outbound shipping.
- Faulty, damaged or wrong item: we pay everything, including return postage, and you may choose replacement or refund.
- EU and UK consumers: your statutory fourteen-day withdrawal right applies regardless, and we will tell you how to use it when you email.
05 · Cancelling before it ships
In-stock orders can be cancelled in full before they are handed to the carrier — email us and we will catch it. Pre-orders can be cancelled until the production batch is closed (30 December 2026 for this batch); after that the wood is being cut for you and cancellations become refunds on receipt instead.
06 · The delivery guarantee
Pre-orders placed on or before 30 December 2026 are guaranteed to reach you by 15 January 2027, provided the shipping address is complete and deliverable. If they do not, tell us and we refund the order in full — including shipping — without asking you to return anything. More detail sits in Shipping & Returns.
07 · Damaged in transit
Photograph the pin and the box within forty-eight hours of delivery and email both. Ebony is hard but it can snap under a heavy blow — if it did in transit, we replace it rather than argue about whose fault it was.
Start a return
One email with your order number is enough.
hello@mozan.studio