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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.

1. Can I return an item?

Yes. Within 14 days of receiving the goods, you are legally permitted to return your online order without giving a reason.

Important exception: For hygienic reasons, some items cannot be returned (details are in section 3).

Once you notify us of your intent to return, you have a further 14 days to send the item back.

2. Conditions for accepted returns

A return will be accepted if the item:

  • is unused and in original condition — free from marks, scents, lint, wear, or damage;
  • includes all original tags, packaging, and (if applicable) hygiene seal;
  • is returned within 28 days of the date of delivery;
  • is accompanied by proof of purchase or order confirmation.
3. Hygiene considerations: important exclusions

We must adhere to stringent cleanliness regulations both legally and morally as lingerie retailers. These regulations are in place as part of UK consumer law in addition to being for your safety.

According to Clause 28(b) of the Consumer Contracts Regulations 2013, you are not entitled to return:

  • Briefs, thongs, bodysuits, or other intimate garments are considered underwear if:
  • the hygiene seal has been removed or tampered with;
  • the item shows any signs of wear;
  • anything with obvious odors, stains, lint, or wear indicators;
  • any product that is returned without its original case.

For safety and hygiene reasons, these goods cannot be resold. Therefore, returns that do not meet these criteria will be declined.

Moonlit Advice: Until you are certain the item is perfect for you, please try on lingerie over your own underwear or light clothing, keeping the hygiene seal intact.

4. How to return an item
  1. Provide your order number and the reason for the return in an email to info@moonlit.london.
  2. We’ll respond within 1–2 business days with confirmation and, if applicable, a return label.
  3. Send your item back in its original condition and packaging as outlined above.

To guard against loss during return delivery, we advise utilizing a tracking service.

5. Refunds

Once we receive and inspect your return:

  • Within 14 days, we will fully reimburse your original payment method if it satisfies the aforementioned requirements.
  • The original shipping cost is not refunded if the return is due to a change of mind.
  • We retain the right to refuse the refund and may offer to return the item to you at your expense if the return does not fit our requirements (such as a removed hygiene seal or wear indicators).
6. Exchanges

We understand that the size, color, or style may not always be right. That’s why MOONLIT offers a simple and efficient exchange process that lets you quickly reorder the item you really want.

How it works:

Currently, we do not process direct exchanges (i.e. we cannot hold stock or swap items internally).

Actually, we provide a quicker and more transparent solution:

  1. Use our usual procedure to return the undesired item (see part 4).
  2. Place a new order for your desired size, colour, or style as a separate transaction.
  3. We will credit your payment method with the original item after your return has been processed.

This ensures:

  • You can get your replacement without waiting for us to receive the return;
  • You don’t have to worry about the new item selling out.
  • You maintain full control over your order and delivery times.

Why this method?

Due to hygiene requirements and limited stock in specific collections, “reserved” exchanges may cause delays or errors. Our solution guarantees a more seamless shopping experience, increased flexibility, and quicker restocking.

MOONLIT Advice

Before placing your order, see the comprehensive sizing chart on each product page.

Still not sure? Message us — we’re happy to help with sizing or fabric advice.

7. Faulty or incorrect items

If your product is damaged, has a manufacturing flaw, or is not the size or model you ordered:

  • Contact us within 30 days of delivery;
  • Provide a brief description and a picture;
  • Depending on availability, we will give a complete refund or a replacement together with a free return label.
8. Contact us

Email: info@moonlit.london

Address: Moonlit, 4 Charterhouse Bldgs, Goswell Rd., London, England EC1M 7AN

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