Return Center

REFUNDS & RETURNS INFORMATION

In order to initiate a return, please click the link below:

>>>Return Center Portal<<<

You will be taken to the Returns Portal. You’ll need your order number (it’s on your e-invoice) and the email address associated with that order.

 

Policy

To be eligible for a return, your item must be unused, with tags, include the original packaging, and be in the same condition that you received it. We do not refund altered, dirty, or obviously worn items. 

Once your full refund or store credit refund request is approved, you will be able to print return label directly from the return center portal.

We factor in any discounts you took at checkout so the refund is on the purchase price after any discounts or coupons. 

 

 Following items are NOT eligible for return:

Socks and Underwear briefs

If your products arrived damaged, email us at hello@moonya.co.

 

USA Returns. There are 2 options:

Free Return: Prepaid label will be sent to your email if approved

30-day policy: No returns and/or refunds after 30 days from order date

Refund original payment method: After to any discounts or coupons that were applied to the original order.

OR

Free Return: Prepaid label will be sent to your email if approved

30-day policy: No returns or refunds after 30 days from order date

Store Credit: In the amount of purchase price after discounts or coupons applied at checkout

 

Non-USA Returns. There are 2 options:

Free Return: No return fees are applied, but you handle shipping and costs

30-day policy: No returns and/or refunds after 30 days from order date

Refund original payment method: After to any discounts or coupons that were applied to the original order

OR

Free Return: No return fees are applied, but you handle shipping and costs

30-day policy: No returns or refunds after 30 days from order date

Store Credit: In the amount of purchase price after discounts or coupons applied at checkout

 

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We only offer EXCHANGE damaged, defective goods. You must email us (hello@moonya.co) with details of the condition of the order prior to initiating the return in the Returns Portal (link to the portal at top of this page). 

REFUNDS and RETURNS for incorrect orders must email us (hello@moonya.co) with the details of the condition of the order prior to initiating the return in the Returns Portal (link to the portal at top of this page). It allows us to refund you immediately rather than waiting to approve a return upon our receipt of the returned items.

REFUNDS for missing orders (orders that never arrived to you) are ONLY handled via email. You should not attempt to use the Returns Portal because it doesn’t accommodate missing shipments. Instead, please email us (hello@moonya.co) to let us know that you have not received your order after 30 days.

We will immediately refund your purchase price (after any discounts applied at checkout) and credit your original payment method for missing orders. Please be aware that we will make every attempt to track orders that are unusually delayed.

 

Refund Processing Times:
Refunds will be credited to the original method of payment within 7 days (typically 1-2 business days). Banks may not post a credit for up to 2 weeks, although it is usually within a week. We cannot control the time it takes for you to receive the refund from your bank. 

Late or missing refunds (if applicable):
If you haven’t received a refund yet, you must check your bank account, PayPal or credit card company. It may take some time before your refund is officially posted. 
Contact your bank before contacting us, because we are not able to influence the banking entity's process or policy. 

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@moonya.co so we can attempt to assist, if possible. 

Shipping: Non-USA customers will be responsible for paying for your own shipping costs for returning your item(s). Please see the above details about refunds for return shipping. If you elect to have the shipping fees refunded to you, they will be deducted from your original purchase price. That could result in a total offset of the cost and no refund amount credited to your account. Shipping internationally can be very expensive and outweigh the cost of the garments you wish to return. 

If you are shipping an item over $50, you should consider using a trackable shipping service AND purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot/will not refund your item or the return shipping costs without proof that the item was shipped. In the event that you must initiate a claim for the shipping insurance, we will assist you as much as possible. 

We cannot guarantee receipt of your return so please keep records, use a trackable shipping method or purchase shipping insurance. Please email us at hello@moonya.co and let us know to be looking for your return to arrive. 

We try our best to keep your shopping experience happy. Please offer us a chance to fix any problems or discuss solutions that will earn your trust and future business.