Return & Refund Policy

Last Updated: [04/2025]

30-Day Hassle-Free Returns

We want you to love your purchase. If you don’t, you may return most unused, unopened items within 30 days of delivery for a full refund or exchange.

How to Initiate a Return

1. Contact Us First
   📧 Email: returns@moonfezstore.com
   📞 Phone: +44 20 8194 8232
   Include your order number and reason for return

2. Pack & Ship

   • Use original packaging if possible

   • Include all tags, accessories, and free gifts

   • Ship to:
     Moonfez Returns
     283 Edgware Rd, London NW9 6NB, UK

Refund Process

• Timeline: 5-10 business days after we receive your return

• Method: Refunded to your original payment account

• Deductions:

  • Return shipping costs (FREE)

  • Restocking fee for opened/unsealed items (FREE)

Exceptions

These items cannot be returned unless faulty:
✖ Personalized/custom-made products
✖ Opened hygiene items (e.g., candles, diffusers)
✖ Plants/live goods

Faulty/Damaged Items

If your item arrives damaged or defective:

1. Notify us within 48 hours with photos/video

2. We’ll cover return shipping and send a replacement or full refund

Missing Packages

If your tracking shows "delivered" but you haven’t received it:

• Contact your local post office first

• Report to us within 7 days for investigation

Questions?

We’re happy to help! Contact our support team:
🕒 Mon-Fri 9AM-5PM GMT
📧 support@moonfezstore.com