Refund policy

At Moss & Mystery, we believe that every collectible should spark joy, fuel creativity, and tell a story uniquely yours.

To ensure a transparent and trustworthy shopping experience, please carefully review the following refund and return policy before placing an order.

Random Selection Acknowledgement

Blind boxes contain randomly selected designs unless the product listing specifically states otherwise. Purchasing a blind box does not guarantee a particular character, style, color, or secret/hidden edition. Receiving a design you did not prefer does not make the product eligible for return or refund. When purchasing multiple individual blind boxes, duplicate designs are possible and are not considered a product defect. Any probabilities or rarity information displayed on our website is based on information provided by the manufacturer or supplier. Moss & Mystery does not independently determine or guarantee the probability of receiving any particular design.

Return Eligibility

To be eligible for a return or refund:

Items must be unused, unopened, undamaged, and in original packaging.
Return requests must be submitted within 30 days after delivery.
Certain collectible products, including blind boxes, full set/whole case blind boxes, keychains, and wooden puzzles may have special conditions outlined below.

Please contact our support team before returning any item. Unauthorized returns may not be accepted.

Return Procedure

To request a return or refund, please contact us with:

Order number
Product name
Reason for request
Relevant photo or reasonable documentation (if applicable)

Our support team will normally respond within 36-72 business hours.

For claims involving missing, damaged, defective, or incorrect items, clear photo or other reasonable documentation is required for verification.

Refund & Return Conditions

Damaged or Defective Products

If your item arrives damaged, defective, or unusable, we may provide:

Replacement
Partial refund
Full refund

depending on the situation.

Clear photo or other reasonable documentation is required for verification.

Please note that minor outer packaging imperfections caused during shipping that do not affect the product itself may not qualify as product defects.

Incorrect Items

If you receive the wrong item, we will:

Send the correct item, or
Offer an appropriate refund solution

Clear photo proof and other reasonable documentation is required.

Blind Box Product Policy

Blind box products are collectible products with randomized or limited designs. Due to their unique nature, special policies apply.

Standard Blind Boxes

Blind box products are generally non-refundable and non-returnable once opened, unless:

The item arrives damaged
The product has manufacturing defects
The wrong item was sent

Full Set / Whole Box Duplicate Protection

Manufacturer-sealed full sets are generally intended to contain non-duplicate regular designs, but configurations may vary, particularly when secret or hidden editions are involved.

If you believe your manufacturer-sealed full set contains an unintended duplicate or is missing a regular style, please contact us at support@moss-and-mystery.com with your order number and clear photos or other reasonable documentation.

We will review the issue and work with you toward an appropriate resolution when a manufacturer packing error can be verified. Depending on product availability and the circumstances, available resolutions may include a replacement, store credit, partial refund, or other appropriate solution.

Please note that secret or hidden editions may replace a standard style according to the manufacturer's blind-box configuration and are not considered duplicates or packing errors.

Lost or Stolen Packages

If a package appears to be lost in transit, please contact us so we can review the tracking information and assist with an appropriate carrier claim or resolution. A carrier's “Delivered” scan does not automatically qualify an order for a refund or replacement.

If tracking shows “Delivered” but the package is later missing or stolen, customers are encouraged to:

Contact the local carrier
Check nearby delivery locations
Contact local authorities if necessary
Use shipping insurance coverage if purchased

Refund Processing

Cancellation requests may be submitted before an order has been fulfilled. We cannot guarantee that a cancellation request can be completed once processing has begun.

Approved refunds are typically processed within 5 business days.
Refunds are returned to the original payment method.
Bank or payment provider processing times may vary.

Return Shipping Costs

If the issue is caused by our mistake (wrong item, defective product, shipping damage), we will cover return shipping costs.
For all other return reasons, customers are responsible for return shipping fees.