FAQ
Orders & Products
Are your products made to order? Yes. Every item is produced specifically for you after you place your order. This means we don't carry inventory — each piece is made fresh. Production takes 2–5 business days before shipping.
Can I cancel or change my order? Only if production hasn't started yet. Email us as soon as possible and we'll do our best. Once an order enters production, it cannot be cancelled or modified.
How do your sizes run? Each product page includes a detailed size guide. We recommend checking it before ordering, especially since sizing can vary between product types. When in doubt, size up.
Will the colours match exactly what I see on screen? We do our best, but slight variations can occur due to differences in screens and printing. These are not considered defects.
Shipping
How long does shipping take? All orders are fulfilled and shipped domestically within your region. Estimated delivery is 2–5 business days after production. Total time from order to delivery is typically 4–10 business days.
Do you offer free shipping? Yes — free standard shipping on all orders over €75+ | $90.
How do I track my order? You'll receive a shipping confirmation email with a tracking number once your order ships.
My tracking hasn't updated in days. What do I do? Give it 5 business days from shipping confirmation. Carriers sometimes have delays in scanning. If there's still no movement after that, email us and we'll investigate.
Returns & Refunds
Can I return my order? EU and UK customers have a 14-day right of withdrawal from the date of delivery. US and Canada customers — all sales are final. See our full Return & Refund Policy for details.
What if my item is defective or wrong? Contact us within 30 days of delivery with a photo and your order number. You don't need to send it back. We'll replace it or refund you — your choice. This applies to all customers regardless of location.
How long does a refund take? We process refunds within 14 days of receiving your return (EU/UK) or approving a defective item claim. It may take an additional 5–10 business days to appear depending on your bank or payment provider.
About Alien Mood
Who is Arnold? Arnold is our mascot — a sentient blob of alien goo who crash-landed on Earth and decided to stay for the coffee and hoodies. He's our Chief Vibes Officer. You can meet him properly on our Homepage.
Where are you based? Alien Mood is a trade name of thedawn, registered in the Netherlands. Our products are fulfilled domestically in the EU, UK, US, and Canada.
How can I contact you? Email us at contact@alienmood.co. We respond within 48 hours — Earth hours, not alien hours.