Returns & Exchanges
At MOONLIT, we want every purchase to feel confident and comfortable. We are aware, nevertheless, that things don’t always go as planned. This policy outlines your legal right to return items and our responsibilities as an online-only retailer based in the UK.
What is your return policy?
In compliance with UK consumer legislation, we accept returns within 14 days of the delivery date. Please see our Returns & Exchanges page for more information on eligibility, product condition criteria, shipping cost refunds, and exclusions.
What should I do if my item is defective or damaged?
Please send an email to info@moonlit.london with pictures and a detailed explanation of the problem if you get a defective or damaged item. We’ll respond as quickly as we can with a replacement, refund, or other suitable resolution.
How can I exchange an item?
We do not offer direct exchanges. Please return the undesired item in accordance with our return policy if you would prefer an alternative item or size. Once processed, you can place a new order for your preferred item.
How do I check the status of my return?
You will receive an email confirming receipt of your return. After inspecting the item, we’ll notify you whether the return has been approved and provide details about your refund.
How do I return an item?
Please send an email with your order number to info@moonlit.london to start the return process. If you live in the UK, we will provide a free return label along with return instructions. International customers are responsible for return shipping costs unless the item is faulty or incorrect.
When will I receive my refund?
We will handle your refund within 14 days after receiving and inspecting your return. It might take an extra one to five business days for the refund to show up in your account, depending on your bank or payment processor.
Will I be refunded the full amount of my order after a return?
Yes, if the return is accepted, you will get a complete refund of the item’s cost, including the usual shipping charge. If you selected express shipping, the extra cost for that service will not be refunded. Returns must be unworn, in original condition, and with all tags attached.