Moontians · Customer Service
Returns & Exchanges
30-day returns and exchanges — no questions asked within the return window.
In accordance with EU Consumer Rights Directive 2011/83/EU.
Ready to start a return or exchange online? Use our secure self-service form — no emails or calls needed.
Start a returnHow to Return
Start a return by contacting our team — we'll guide you through every step.
Contact us via the contact form or WhatsApp to initiate your return or exchange.
Items must be unworn, with original tags and packaging intact. Do not remove protective stickers or accessories.
Ship the item back at your own cost. We do not accept freight collect (postage due) shipments.
Once received and inspected, your refund is processed within 1–3 business days to your original payment method.
Conditions & Refunds
Items must meet the conditions below to be eligible for a full refund.
Return Conditions
Items must be unworn with all original tags attached
Original packaging and accessories must be included
Return shipping costs are the customer's responsibility
30-day return and exchange window from delivery date
Refund Timeline
Processed within 1–3 business days after inspection
Returned to the original payment method
Email confirmation sent once processed
Card refunds may take 3–5 additional days to appear
Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances.
Custom or personalised / engraved items
Gift cards
Items purchased at pop-up events or outlet sales
Mystery box items
Items marked as final sale
Exchanges
To exchange for a different size or product, return the original item and place a new order.
Contact us first to confirm your desired size or item is in stock before sending back the original. Return shipping is at your own cost.
Frequently Asked Questions
Answers to the most common questions about returns, exchanges, and refunds.
Ready to start a return?
Contact our team and we'll guide you through the process.