Return Policy

Moonstar Return Policy

Welcome to Moonstar! We are committed to ensuring that your shopping experience with us is seamless and enjoyable. We understand that sometimes you might need to return a product, and we have designed our return policy to make this process as easy as possible. Below you will find all the information you need regarding our return procedures, eligibility, and guidelines.

Return Eligibility

• Time Frame: You can return items within 30 days of receiving your order.
• Condition: Items must be returned in their original condition, unused, unwashed, and with all tags attached.
• Exclusions: Certain items are non-returnable, including personalized products, gift cards, and items marked as final sale.

Return Process

1. Initiate a Return:

   • Visit our Returns Center on the Moonstar website.
   • Enter your order number and email address to start the return process.
   • Select the items you wish to return and provide a reason for the return.

2. Prepare Your Package:

   • Pack the items securely in the original packaging, if possible.
   • Include the return slip provided in your return confirmation email.

3. Shipping:

   • Attach the provided return shipping label to your package.
   • Drop off the package at your nearest post office or courier service location.

4. Confirmation:

   • Once we receive your return, we will inspect the items.
   • You will receive a confirmation email once your return is processed.

Refunds

• Processing Time: Refunds are processed within 7-10 business days after we receive and inspect your return.
• Original Payment Method: Refunds will be issued to the original payment method used for the purchase.
• Shipping Costs: Original shipping costs are non-refundable. If you received free shipping on your order, a £4.99 fee (or equivalent for international orders) will be deducted from your refund.

Exchanges

• Process: If you need a different size, color, or item, please return the original item for a refund and place a new order for the desired item.
• Availability: Exchanges are subject to product availability.

Damaged or Defective Items

• Reporting: If you receive a damaged or defective item, please contact our customer service team within 7 days of receiving your order.
• Resolution: We will provide a replacement or a full refund, including shipping costs.

Important Information

• Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a damaged or defective item.
• International Returns: For international returns, please mark the package as “Returned Goods” to avoid customs charges. We are not responsible for any customs fees incurred for returns.

Contact Us

If you have any questions or need assistance with your return, please don't hesitate to contact our customer service team. We are here to help!

Visit Us

Better yet, see us in person! We love our customers, so feel free to visit us during regular business hours at our warehouse:

Unit 6-7, Buzzard Creek, Industrial Estate, River Road, Barking, IG11 0EL, United Kingdom

Thank you for shopping with Moonstar. We value your satisfaction and look forward to serving you again!