Dear Valued Customer,
We aim to make your experience with us as smooth, safe, and convenient as possible. Below you’ll find useful information addressing common situations and how to resolve them effectively.
Please note that all orders are shipped using third-party courier services. While we do our best to provide accurate delivery estimates, we cannot guarantee the exact arrival date once the package has been handed over to the courier.
Delays may occur, especially during peak seasons, holidays, or strike periods. We strongly recommend placing orders early to avoid disappointment.
Please note that we are unable to consider a parcel lost or replace it until 7 calendar days (or 10 during holiday/strike periods) have passed from the date of dispatch.
If you believe a product is missing from your order, please film yourself opening the parcel, clearly showing the shipping label and the package contents.
Without video evidence, we will not be able to process complaints regarding missing items, as this is now a standard policy across many online retailers.
This is strict rule to provide unboxing video , otherwise we won’t be bale to offer compensation.
If you selected a tracked shipping option and your order has been lost or stopped, we will replace it free of charge.
However, if the tracking status shows as “Delivered” but you report it as not received, we rely on the courier’s tracking data unless proven otherwise. In such cases, no replacement or refund will be issued.
Please note: If you choose an untracked delivery method, we are unable to offer any replacement.
Due to the nature of our products and in order to maintain strict privacy standards, we do not accept returns.
Once an order is confirmed and paid for, refunds are only possible in the case of faulty products or confirmed replacements.
If you receive an item that is defective or does not meet our quality standards, please contact our support team immediately.
For flower, kief, or shake, the product must remain sealed. If you believe the product is underweight, please send a photo of the sealed item on a scale showing the weight.
Because we currently use a manual inventory system, rare oversells may happen. If the item you ordered is no longer available, we will reach out via the contact email you provided to offer a similar alternative.
To ensure timely communication, please make sure your contact information is current.
Your privacy is extremely important to us. We only require a UK shipping address with a valid postcode — no real name is necessary, and using a pseudonym and alternate email is encouraged.
Orders are sent in discreet, smell-proof packaging with no identifying labels. We guarantee complete confidentiality and never share your information with third parties.
Discretion, trust, and your privacy are at the heart of what we do.
If your situation isn’t covered here, please don’t hesitate to reach out to us. Our team is here to help — and we ask that you also respect our guidelines to ensure a smooth resolution for everyone involved.
Mood Team
Notifications
