Return & Exchange

We always try our best to meet our customers’ needs. Sometimes a return or exchange is necessary. If you are not satisfied with your purchase from us, please learn about our return and exchange policy for help.

RETURN OR EXCHANGE CONDITION

1. The customer has to contact us to get a return or exchange authorization (return address) within 30 days upon receipt or signing for your package if you want to return or exchange your purchase. Please kindly take note that the address on the parcel is not our return address. We have every right to refuse to sign for the package if you send it back without contacting us. Otherwise, you will be responsible for all the loss arising from there. If the item has stain or it is broken, please contact us immediately upon receiving your package so that we can investigate the issue and help you solve the problem as soon as possible.
2. Items must be returned unwashed, unworn, undamaged and in original packaging with tags attached (only when the items which are defective or damaged upon receipt). If the items are damaged, worn, have stain or we are unable to resell them, there will be a certain amount of handling fee. We will only be able to refund you half of the price for the items.
3. Please return the items by ordinary mail. Do not return the items via express mail such as DHL and FedEx in order to avoid any customs duty fee. If there is any for the return items, the customer needs to cover the fee. We have the right to refuse the package if the customs duty fee is not paid by the customer.
4. Customer needs to bear the shipping fee to resend the package if the shipping address given is invalid or incorrect.
5. For return requests/orders, please return the gift as well if there is any.
6. Refunds are issued to your original payment method or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment.

NOTES

1. For swimwear, sleepwear, underwear, bodysuit, personalized and clearance items, if there is no quality problem, we do not offer return & exchange service.
2. Original shipping fee is non-refundable. We will only refund the amount you paid for the clothes but not for services, except in cases where we have made a shipping error.
3. We are not responsible for the cost of returning the product if there is no quality issue.
4. Unfortunately we cannot accept return parcels sent freight collect or COD (Collect of Delivery).
5. Do not refuse the package if you do not want it when the shipping company tries to deliver it to you. Please put the items on first and see how it turns out. If they don't fit you well, you can return them. If you refuse the package, the shipping company will destroy the package. You will be responsible for all the loss arising from there.
6. What you have seen in the picture is what it is being, you might feel somewhat of color difference subject to the monitor and the camera, please refer to the material item. If you find that the size or color you get is not the same as shown on the website, please put them on first and see how it turns out. If they don't fit you well, you can return them definitely. For any question, you can email us at [email protected].

RETURN GUIDELINES

If you are not 100% satisfied with your purchase, you can return your item for a refund within 30 days upon receipt. However you need to pay the return shipping fee on your own if there is no quality issue. The return shipping fee will depend on your local shipping company. Shipping fee will vary by different courier and the weight of your package.

Please Click here to download a return form, and contact us here.

How do I make an exchange?

To exchange your item(s), follow the steps below:

1. Sign In to your account.

2. Click on “My Orders”, scroll down to locate the order which contains the item(s) you wish to exchange.

3. Email us at [email protected] or contact us here to get an exchange authorization to initiate your exchange.

4. Print out the exchange form and drop the package at your nearest post office.

5. Mail it to the address we provide ; we'll do the rest!

You can also return items via an insured mail service of your choice to:

(Recipient): Xu Ting

Room 3D704, Building 3, R&D HUB, Changwu Middle Road No.18, Science & Education Town, Changzhou, Jiangsu Province, China.

Tel: +86-13142508888

You can return your item(s) using the postal service of your choice. All we ask is that you include the order number along with your return.

We recommend shipping with insurance and keeping your shipping receipts until your return is processed. moonnfeel is not responsible for missing, damaged, or lost packages in transit.

How do I make a return?

To return your item(s), follow the steps below:

1. Sign In to your account.

2. Click on “My Orders”, scroll down to locate the order which contains the item(s) you wish to return.

3. Email us at [email protected] or contact us here to get a return authorization to initiate your return.

4. Print out the return form and drop the package at your nearest post office.

5. Mail it to the address we provide ; we'll do the rest!

You can also return items via an insured mail service of your choice to:

(Recipient): Xu Ting

Floor 7, Building 3D, R&D HUB, Changwu Road No.18, Science and Education Town, Wujin District Changzhou, Jiangsu Province, 213000

China

Tel: +86-13142508888

You can return your item(s) using the postal service of your choice. All we ask is that you include the order number along with your return.

We recommend shipping with insurance and keeping your shipping receipts until your return is processed. moonnfeel is not responsible for missing, damaged, or lost packages in transit.

EXCHANGE GUIDELINES

Exchange is available. If you are not 100% satisfied with your purchase within 30 days upon receipt. However you need to pay the return shipping fee back and forth on your own.

Please Click here to download an exchange form, and contact us here.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN

Once we have received your package, if you ask for a return, your refund will be processed within 3-7 business days and we will arrange the refund as soon as possible. You will be notified via email at the address listed on your account when this transaction has taken place.

Notice

If you make your order through PayPal account, the refund will go directly back to your PayPal.

If you pay by credit/debit card, the refund will go back to your credit/debit card.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

If you ask for exchange, exchange will be sent in 3 business days when we get the return items. For the customized or pre-sale item, there will be additional processing time. For more information, you can reach us via [email protected]. If there is any customs duty fee for your return item, you will need to cover the fee. Thanks for your cooperation and understanding.

DEFECTIVE OR INCORRECT ITEMS

1. If you have received a damaged or incorrect item, you can contact us here for help.
2. A photo of the damaged or incorrect item must be included in the email.
3. Always include your name, order number, email address to avoid confusion.

HOW TO MODIFY OR CANCEL AN ORDER

Here at moonnfeel, we work hard to process your order as quickly as possible. We recommend thoroughly reviewing all information prior to submitting your order.

For Unpaid Orders

In some cases you want to change the order information such as add or reduce some items, or change items, or update shipping options after you just place the order but have not paid for it, please login your account in moonnfeel and reorder, or you simply contact us at [email protected].

The unpaid order will be expired if you do not checkout within 15 days. You can place the order again if it is expired. If you do not want to see the unpaid orders in your order history, you can simply click on “DELETE” button to delete the unpaid order.

For Paid Orders (Not Shipped)

If you find that you have made a mistake or you want to make some changes for the order you have already paid but pending to be shipped, please contact us here. We are able to make modifications, shipping changes. or cancel your order (Excluding customized orders). You can reach us at [email protected].

For Shipped Orders

Usually the processing time of an order is 1-5 business days, during this time we can modify, change shipping address or cancel your order. Once an order has been shipped, we are unable to change the contents of your package or the method of shipping. Address corrections may still be possible depending on the destination of the package. Additional fees may apply. For the customized or pre-sale item, there will be additional processing time. For more information, you can reach us via email at [email protected].

View Order Cancel Status

Once the order is canceled the order status is marked "Cancelled". You can view order status in "Order History" after sign in.

ADDRESS FOR RETURN

Please be sure to contact us first before returning the item. You can reach us at [email protected].