Refund policy

Immediately inspect your order upon receipt:
Once you receive your order, immediately check the item(s) against the items listed on the packing list enclosed with your order. If there are any incorrect items, shortages or defective items, please email Moonalice Customer Care at: CustomerCare@Moonalice.com within one week of receipt of your order. No return/refund requests will be accepted after 30 days of receipt of your order.

Refunds for defective or damaged items:
• Please email: CustomerCare@Moonalice.com outlining the damage or defect. Include your name, order number and photos of the damaged or defective item(s).
• Once we review the photos, we may approve the refund at that time and you will not be required to take further action. If you want a replacement for the item and it is still available, please place a NEW order.
• If return of the damaged item(s) is required, package securely and return to: Moonalice Returns, 1250 Folsom St, San Francisco CA 94103. Include a copy of your packing list (keep the original) and fill out the bottom of the form. Once your return is received and inspected, we will notify you of the status of your refund request.
• If approved, a refund will be applied to your original method of payment, within three business days. Once we process the refund, it may take up to a week for the funds to be applied to your account depending on the policy of your credit card company.

Returning an item that doesn’t fit (apparel only):
• Package your return securely and include a copy of your packing slip (keep the original).
• Include a note explaining that you are returning the item(s) because the item doesn’t fit.
• Send to: Moonalice Returns, 1250 Folsom St, San Francisco CA 94103. You will be responsible for paying shipping costs to return the item(s).
• If you are returning items over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item(s). We cannot accept responsibility for packages sent to us that are lost.
• You will be refunded for the item(s) returned, if in unused condition, less the original shipping costs which are non-refundable. A refund will be applied to your original method of payment, within three business days of our receipt of the return. Once we process the refund, it may take up to a week for the funds to applied to your account depending on the policy of your credit card company
• Place a NEW order for the item(s).

Non-returnable items:
• Gift cards
• Downloadable software products

Situations where only PARTIAL refunds may be granted:
• Refund minus transaction fees and restocking fee in the case of an approved customer cancellation before order is shipped.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Sale items
• Sale items cannot be refunded unless receive defective or damaged.