What is LOVE BY THE MOON return policy?
1. All products are non-refundable, we only accept exchange within 14 days if you receive the wrong order or damaged item(s) upon arrival.
Otherwise you are not eligible / will be charged for additionally shipping fee.
2. Exchange(s) is only valid for purchase(s) made through our official ONLINE SHOP.
3. To be eligible for an exchange, returned product(s) must be unworn, and in their original condition and packaging.
4. We will process exchange within 14 days of receiving the returned items. Please be patient.
5. LOVE BY THE MOON is not responsible for any duties, taxes, and any items lost during the return shipping.
What should I do if I receive wrong order or damaged item(s)?
Please return the wrong order or damaged item(s) within 14 days of receiving the item(s), return shipping cost will be refunded (maximum 40 HKD) via the original payment method / be available to be used as a store credit.
You will be charged 18-30 HKD if you return after 14 days of receiving your wrong order / damaged item(s) and the cost of the return parcel will be borne by you.
We recommend that items are returned via a tracked service. Damaged or lost items cannot be refunded or replaced. Please retain your proof of postage for your records, until we confirm by email that we have received your good
How do I place an exchange or return?
1. Please email us
2. We would send you a returns form
3. You should print out & mail to us with the item/s you wish to return / exchange.
4. Once your return / exchange has been received & processed ,you will be notified via email.
Can I exchange to another style of product ?
Unfortunately , you can only exchange wrong order , damaged product or same product in different size / colour .
If you want to exchange same product(s) in different size / colour , please
return within 14 days of receiving the item . You will be charged 18-30 HKD and the cost of the return parcel will be borne by you.