Refund policy

Moonandstella Return & Exchange Policy

All orders are final once payment is successfully completed.

Cancellations, amendments, or changes to orders are not permitted under any circumstances, regardless of order status (pending, processing, or shipped).

This includes, but is not limited to:

  • Change of mind

  • Budget constraints or financial reconsideration

  • Incorrect colour, size, or item selected by the customer

  • Accidental or mistaken orders

By completing payment, customers confirm that they have reviewed all order details and agree that the order cannot be cancelled or modified.

Please note that:

  • All product details on our website are provided "as is" without any additional warranties

  • Slight color differences may occur due to screen settings or lighting.


1. Return and Exchange Eligibility

Website & In-Store Purchases

Returns or exchanges are only permitted under the following conditions:

  • The item received is defective; damaged upon delivery or materially different from the order confirmation; or

  • A wrong item or missing item was received.

The following are strictly non-returnable and non-exchangeable :

  • Items purchased during sale events, with discount codes, or marked as final sale

  • Pre-order items

  • Items damaged due to incorrect washing, ironing, or storage

  • Items showing signs of wear or use

  • Minor colour differences caused by lighting or screen settings

  • Purchases made through personal shoppers or preloved platforms

Returns or exchanges for preference-based reasons (including fit, style, colour, or suitability) are not accepted.

All approved returns or exchanges are subject to inspection.

2. Return Conditions

Website & In-Store Purchases

You may return or exchange items under the following conditions:

  • Items must be unused, unwashed, unaltered, and unworn.

  • Items must be returned in their original condition, including tags, labels, and packaging.

  • Reported within 7 days of receiving the item.

Only one return or exchange is permitted per Order ID or receipt. Items returned without meeting these conditions will be rejected.

Exchanges are only valid for items under the same Collection. If the item is out of stock, you are entitled to a full refund. 

3. Refunds

Website & In-Store Purchases

Refunds are issued only in the following cases:

  • Missing items in an order

  • Approved exchange item is unavailable

Approved refunds may take up to 14 working days to be processed.

4. Request Method

Website Orders

If you receive a defective, damaged, incorrect, or incomplete order, please contact our team within 7 days of purchase with the following:

  • Order ID (#XXXXXX)

  • Description of the issue

  • Clear photos or videos as evidence


Upon inspection:

  • Eligible cases will be offered an exchange of equal value  or a full refund according to Section 3.

  • If the item is found not to be faulty, the request may be declined and redelivery charges may apply

In-Store Purchases

For in-store purchases, defective or incomplete items must be reported and returned to the original store of purchase within 7 days from the purchase date, accompanied by the original receipt. Requests made after this period will not be accepted. 

5. Return Shipping & Liability

Online Orders (www.moonandstella.com)

  • Return shipping costs are the responsibility of the customer
  • Customers are responsible for ensuring items are returned safely with valid tracking
  • Moonandstella is not liable for items lost or damaged in transit by third-party couriers

  • Walk-in returns to the warehouse or other physical stores are not accepted

In-Store Returns

  • Shipping costs to the booth are borne by the customer.

  • We are not responsible for any loss or damage during return delivery.


If you're returning by post, please ensure the item or tracking number reaches us within the 7-day period. Unfortunately, late returns or tracking submissions will not be accepted.

    6. Product Guarantee

    We value your trust in Moonandstella. That’s why we’ve introduced a product guarantee for all regular-priced items.

    • Orders will be delivered within 10 working days from processing, barring peak seasons or sale events.

    • If there is a delay or issue, please contact our team. We promise to keep you updated every step and send you a little thank you.

    Contact Our CRM Team

    📧 Email: marketing.msaspire@gmail.com

    🕒 Customer Service Hours:

    • Monday to Friday: 9:00 AM – 6:00 PM

    Emails sent outside of business hours will be responded to on the next working day.