Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

For UK customers, a £2.50 return shipping fee will be applied and deducted from your refund total.

For customers living outside of the UK, all returns postage costs are the responsibility of the customer, unless your item is being returned as the result of a faulty item. 

If you are an international customer (not living in the UK): To start a return, contact us at hello@moonandmoo.co.uk detailing your request (including your order number and reason for return) and our customer services team will guide you through the process.

Damages and issues
Please inspect your order upon reception. If the item is defective, damaged or if you receive the wrong item, you can make a submission on the Return Portal. Alternatively, you can send us an email at Hello@moonandmoo.co.uk in order that we can address the issue.

Exchanges
You can request an exchange via our Return Portal.

Please be aware that we're only able to offer exchanges on colour variants of the same product. We aren't able to offer exchanges of one product type to another. 

If you wish to change one product type for another product type then you will need to request a return via our Return Portal and re-order the desired item via our website.

There are no additional delivery fees when exchanging an item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. You will need to pay for the cost of return postage.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will automatically be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

If more than 14 business days have passed since we’ve approved your return and you are yet to receive a refund, please contact us at hello@moonandmoo.co.uk.