At Moscow Copper Company, our policy is based around our core beliefs of Quality & Service. Quality starts with our employees and spreads throughout every aspect of our family owned company. We believe in putting people and our customers at the forefront of how we run every aspect of our business. Our commitment to making the best products and fully transparent no-hassle customer service is our standard, not just a goal.
Our policy is simple, if for any reason you are dissatisfied with your order, please contact us immediately upon receipt at firstname.lastname@example.org or call us at (888) 269-3349 and we will arrange a prompt replacement.
While we inspect every order that goes out, we are human. Our products are handmade by skilled artisans which makes every mug unique - small blemishes in copper are natural and should be embraced. However, if there are any major defects in our product, please attach a photo when you reach out to us so we can make the necessary improvements to our processes and your product.
We cannot accept returns on personalized/engraved items, or on items damaged through normal wear and tear.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items include:
Gift cards and engraved/custom orders.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of your refund. Once the return is processed, a credit will be applied to your original form of payment that can take 3-5 business days to fully process.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account or contact your credit card company, it may take up to 10 business days before your refund is officially posted.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at email@example.com.
To return your product, you should mail your product to:
Moscow Copper Co.
1187 Coast Village Rd.
#422 Montecito, CA 93108
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary but should take no longer than 7-10 business days from the time the return is processed.
If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.