For orders placed after 11 November 2024, enjoy an extended 60-day return policy.
For orders placed before 11 November 2024, our standard 30-day return policy applies.
Please note:
- All pieces from our Final Sale collection as well as Gift Bags & Card Sets and Moon Magic e-gift cards, are not eligible for exchanges or returns.
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Direct exchanges are not available for international orders placed during site-wide promotions. Thank you for your understanding! However, if you need to return an item, we'll be more than happy to assist you in processing the return, and in return, we'll issue you a voucher. This voucher can be used towards your future purchases.
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For Bundles, Sets or Starter Kit returns, the entire set must be returned as a whole for hassle-free returns.
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Please note that for all countries taxes, duties and shipping costs are non-refundable.
Return/exchange broken or defective item(s): You must attach a picture that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send a picture and we’ll be happy to help.
Return & Exchange Policy through the Return Platform
Orders from the U.S., UK & Australia can be returned/exchanged at our Self-Service Returns Portal.
To initiate a return, please visit our Online Self-Serve Returns Portal and follow the steps provided.
For product complaints, wrong items, or any other inquiries, please reach out to our customer support team. These requests cannot be processed through our Return Portal.
Note: Only orders placed after October 15, 2024, can be processed through our Self-Serve Return Portal. For orders placed earlier, kindly contact our customer service.
U.S. Returns & Exchanges
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Direct Exchanges: We offer direct exchanges for U.S. orders. You may return your item using our provided return label(pre-paid) or with your own preferred shipping method. You will be responsible for the shipping fee on sending the item(s) back to us. However, we will cover the shipping costs to send the new item(s) back out to you.
For orders placed during major sitewide promotions, we do not offer price matching for variant exchanges. Any price difference will need to be covered by the customer.
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Process: Once your exchange or return request is confirmed, return your item using the instructions provided. An exchange order will be created for you upon receipt.
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Pre-paid Labels: We offer the option to use return labels from our platform. If you have sufficient balance, the return label fee will be automatically deducted from your order balance. If your balance is insufficient, we will send you an invoice for the label fee, which you can pay separately.
UK & Australia:
- Return Labels: Return labels are available for purchase through our return portal. Alternatively, you may return items with your own shipping method.
- Exchanges: For international exchanges, return the item and we’ll issue a gift card or voucher, which can be used to place a new order on our website. If you use our return label, the fee will be deducted from the refunded balance.
Additional Notes:
- Duties and Taxes: Please note that international duties and taxes are non-refundable and will be deducted from your refund if paid at the time of purchase.
- Our Final sale items are non-refundable meaning you won’t be able to return/exchange them.
- Bundles or sets must be returned in their entirety; we do not allow exchanges or returns of individual items from those bundles.
Return & Exchange Policy for the Rest of the Countries
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To initiate a return, please contact our customer support team and select Exchange or Return as a subject.
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We will send you the return address with the return instructions. The order number should be clearly written on the label or the outside of the box.
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Pre-paid Labels: You may return your item using our provided return label(pre-paid) or with your own preferred shipping method. You will be responsible for the shipping fee on sending the item(s) back to us. However, we will cover the shipping costs to send the new item(s) back out to you if you proceed with an exchange. Kindly note that direct exchanges are only possible for full priced items.
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International taxes, duties and shipping costs are non-refundable.
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After we have provided you with the return address, please return your items within seven (7) working days. Items returned after seven days will not be eligible for an exchange or refund.
Return Processing & Eligibility for Refund or Exchange
Once your package has arrived at our facility it will normally take 7 days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us.
Once we receive confirmation from our warehouse, we’ll contact you via email to confirm that your return has been received and to finalize the process. For returns and exchanges submitted through our Self-Serve Return Portal, you will receive automated email updates at each step of the process.
Note: To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. If you return a broken or defective item, only a partial refund can be made. Please also note that Moon Magic gift cards are non-refundable. Please note that for all countries taxes, duties and shipping costs are non-refundable
