Refund policy

Return and Refund Policy

At MoonsOut, we want you to feel confident when shopping with us. We have created this policy to make the return and refund process as clear and transparent as possible.

Please read the conditions below before requesting a return.

1. Return Window

We accept returns within 30 days of delivery.

To be eligible for a return, the item must be:

unworn;
unwashed;
unused;
free from stains, makeup, deodorant, perfume, hair, odors or any other signs of wear;
with all original tags and packaging, where applicable;
in the same condition in which it was received.

MoonsOut reserves the right to refuse a return if the item does not meet these conditions.

2. How to Start a Return

To start a return, please contact us at: shop@moonsout.shop

Please include:

your order number;
the name used for the order;
the item or items you would like to return;
the reason for the return.

Please do not send any item back before receiving return instructions from us. Returns sent without prior approval may not be accepted.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping service, as MoonsOut is not responsible for returned packages that are lost or damaged during return transit.

4. Refunds

Once we receive your returned item, it will be inspected. If the return is approved, your refund will be processed to the original payment method.

We refund the cost of the returned item only. Original shipping costs, return shipping costs, bank fees, customs fees, import fees and any other additional charges are not refundable, unless the item arrived damaged, defective or incorrect due to an error on our side.

Once approved, refunds are usually processed within 5–14 business days. Your bank or payment provider may require additional time before the refund appears in your account.

5. Exchanges

Exchange shipping costs are the responsibility of the customer.

If you would like a different size, color or item, please contact us at: shop@moonsout.shop. Depending on availability, we may offer an exchange or recommend placing a new order after returning the original item.

Exchanges are only possible if the returned item meets our return conditions.

6. Partial Returns

You may return part of your order. For example, if you ordered multiple items, you may return only one of them, as long as it meets our return conditions.

7. Sale Items

Items purchased on sale, promotional items, final sale items and items from special sale events cannot be returned or exchanged, unless they arrive damaged, defective or incorrect, or where required by applicable law.

8. Order Cancellations

You may request to cancel your order within 1 hour of placing it.

After this window, your order may already be processing, preparing or in production, and we cannot guarantee that it can be cancelled.

To request a cancellation, please contact us as soon as possible at: shop@moonsout.shop

9. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery at: shop@moonsout.shop

Please include:

your order number;
photos of the item;
photos of the packaging;
a short description of the issue.

We will review the case and, if the issue is confirmed, we will offer an appropriate solution, such as a replacement, reshipment or refund, depending on the situation.

10. Damaged Packages

If your package arrives visibly damaged, we recommend taking photos of the packaging before opening it and contacting us as soon as possible.

Photos help us review the issue and, when necessary, file a claim with the shipping carrier.

11. Refused or Unclaimed Packages

If a package is refused by the customer, not collected on time or returned to us due to failed delivery attempts, the original shipping cost, return shipping cost and any additional fees may be deducted from the refund.

If you would like the package to be shipped again, the new shipping cost must be covered by the customer.

12. Incorrect Shipping Address

The customer is responsible for providing a correct and complete shipping address.

MoonsOut is not responsible for delays, lost packages or additional costs caused by an incorrect, incomplete or inaccurate address provided at checkout.

If you notice a mistake in your shipping address, please contact us immediately at: shop@moonsout.shop. We will do our best to help, but we cannot guarantee changes once the order has been processed or shipped.