Refund policy

At Moonie Collective, your satisfaction is our priority. Because our pieces are often made-to-order or dispatched from specialized global partners, we maintain a clear and transparent return process to ensure a seamless experience.

1. 30-Day Return Window

We offer a 30-day return window for all customers worldwide. You have 30 days from the date of delivery to initiate a return request.

2. Eligibility & Condition

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

  • Unused, unworn, and in the same condition as received.

  • In its original packaging with all tags and SKU labels attached.

  • Non-returnable items: For hygiene reasons, certain goods (such as intimates or earrings) and items marked as "Final Sale" cannot be returned. These are clearly identified on the product page.

3. Sizing & Exchanges

We provide detailed size charts for every product.

To maintain our global sustainability standards, we do not offer size exchanges. Please consult the Size Chart below before ordering.

Per EU law, European customers may return items within 14 days.
Return shipping to our regional processing hub is at the customer's expense. Contact support@mooniestore.net to receive your Return Authorization and local shipping instructions.

4. Defective, Damaged, or Incorrect Items

If you receive a damaged item or the wrong product (wrong size/color compared to your order):

  • Our Responsibility: Moonie Collective will issue a full refund or send a free replacement immediately.

  • No Return Needed: In most cases, you do not need to ship the defective item back. Simply email support@mooniestore.net with a clear photo of the issue and your order number within 7 days of delivery.

5. Change of Mind Returns

If you wish to return an item for personal preference or incorrect size selection:

  • Timeframe: You must notify us within 7 days of delivery (for Trendsi/Partner items) or up to 30 days for Moonie Originals.

  • Return Costs: The customer is responsible for the cost of return shipping to our designated facility.

  • Restocking Fees: Moonie Collective does not charge any restocking fees.

6. EU Right of Withdrawal

Customers in the European Union have a legal right to withdraw from their purchase within 14 days of delivery for any reason. To exercise this right, email us at support@mooniestore.net. Refunds will be processed within 14 days of receiving your notice or proof of return shipment.

7. Refund Process

Once your return is inspected and approved:

  • Original Payment Method: In compliance with international banking regulations, refunds will be issued exclusively to the original card or payment method used for the purchase. We do not provide cash refunds for non-cash transactions. In accordance with PCI-DSS standards and local banking regulations, Moonie Collective does not store your full card details. All refunds are processed through secure, encrypted tokens provided by our payment gateway.

  • Timeline: Refunds typically appear in your account within 7 – 10 business days, depending on your bank's processing times.

  • Shipping Fees: Original shipping costs are non-refundable unless the item was defective.

8. How to Initiate a Return

  1. Email support@mooniestore.net with your Order number and "Return Request" in the subject line.

  2. Once approved, we will provide a Return Authorization Number (RAN) and the correct return address for our nearest fulfillment center.

  3. Ship the item using a trackable service. Moonie Collective is not responsible for items lost during return transit.